 FEATURE WEBCAST (more) |
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"CRM's Secret Sauce - Everything You Need to Know About CRM"
Gary Lemke, Founder and Publisher, CRMAdvocate
Ah CRM . . . So much investment, so little return. Even today, a great divide exists between the promise and the benefit of CRM. Why? The answer is a paradox of simplicity and complexity - that is, the straightforward desire for customer satisfaction, loyalty and retention against an unyielding realization that not all customers act the same. Nor are all customers valued equally. This webcast is the first in a series on a single strategic focus and metric that can catapult your organization to the next level of revenue growth and profitability. Listen now to learn more.
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TODAY'S NEWS (more)
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Oracle has agreed to acquire business applications software vendor Siebel Systems in a deal valued at approximately $5.85 billion, the companies announced this morning.
Teleformix announced a new Screen Capture module that enhances ECHO's existing digital and VoIP recording solution. ECHO's Screen Capture module compliments a robust suite of quality assurance, agent training, and analytics modules providing an all-inclusive Performance and Customer Relationship Management solution.
InStranet and salesforce.com announced the availability of InStranet for AppExchange. InStranet for AppExchange integrates with Salesforce to provide executives knowledge on-demand, such as sales and servicing information, to increase productivity across all customer touch points, such as contact centers and Web self help.
Verint announced Nextiva Transit, a new networked video security solution for the mass transit industry based on its Nextiva next generation video management platform.
Firepond announced the availability of Firepond CPQ OnDemand for AppExchange. Firepond OnDemand for AppExchange is one of the 70 launch applications that are available through AppExchange, salesforce.com's new on-demand application sharing service.
Tekelec and Convergin announced a collaboration in which Tekelec will resell Convergin's Accolade platform as part of Tekelec's Real Convergence Internet Protocol Multimedia Subsystem (IMS) offering. With Convergin, Tekelec now can offer convergence solutions for leading fixed and mobile network service providers that accelerate their core network evolution towards IMS.
Syclo and ClickSoftware Technologies have integrated their products to create SMART Schedule, a deployment scheduling and dispatch solution targeted at companies leveraging enterprise asset management (EAM) solutions such as MRO Software's Maximo. Through this agreement, the partners are offering the first pre-integrated, pre-configured scheduling and dispatch solution for the asset maintenance marketplace.
Witness Systems announced that Green Tree Servicing LLC has selected its pre-packaged Advanced Quality Monitoring Solution. Implementation of the Advanced Quality Monitoring Solution will take place in Green Tree's Rapid City, South Dakota, St. Paul, Minnesota and Tempe, Arizona contact centers.
Concerto announced it has received a 2005 Innovation Award from Technology Marketing Corporation TMC Labs division for its Concerto EnsemblePro solution.
RightNow announced the 3,000th upgrade of its on demand CRM solutions. The milestone highlights the acceptance of RightNow's enterprise-class SmartHosting architecture.
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9/13/05 - Siebel - Chapter 4
Consolidation continues today with Oracle's announcement that it intends to acquire Siebel Systems. I call this Chapter four because we had chapter one with founder Tom Siebel, chapter two when Mike Lawrie took over the reigns and chapter three with current CEO George Shaheen.
Last April, I talked about Siebel's future when Mr. Shaheen took over. At the time, Siebel spokespeople said Mr. Shaheen was the right man for the job. At the time, the assumption being the job at hand was to get Siebel back on track. Today, we now know it was the ole "lipstick and rouge" job packaging the once mighty CRM juggernaut for the garage sale.
This announcement will generate commentary about the Ellison/Siebel relationship, but the important issue is what this means for the likes of Microsoft, Salesforce.com and SAP. Five years ago, Siebel had a stock price ten times higher than today's acquisition price. How could the CRM market leader have fallen so far so quickly? Thoughts?
Gary Lemke, Publisher
(Share your thoughts)
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| CRMAdvocate Stock Index |
| CRMSI | 42.53 |  | 3.09% |
| Dow Jones | 10,682.94 | | 0.04% |
| Nasdaq | 2,182.83 | | 0.34% |
| S&P 500 | 1,240.56 |  | -0.07% |
| Top Gainers |
| NICE | 45.64 | | 1.74 |
| Siebel | 10.29 | | 1.16 |
| Verint | 42.73 | | 0.76 |
| Top Losers |
| salesforce.com | 21.66 | | -0.29 |
| Tekelec | 18.9 | | -0.29 |
| ICT Group | 12.02 | | -0.22 |
| Complete Stock Index |
| As of close 09/12/05 | |
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| (Feature)
Focus On Customer Experience - A growing number of businesses are spending more time and money on technology to improve virtually every aspect of customer interaction.()
|  | | Oracle Set To Purchase Siebel for $5.85B - With sales growth tapering off in Oracle's core business of database software, company CEO Larry Ellison set out in 2003 to become a more formidable force in business applications through acquisitions.(CRMDaily)
| | | Don't Blame CRM When Your Customers Aren't Happy - Look at Your Processes - Enterprises need to stop trying to combat customer service issues with technology. For example, a Call Center manager approaches an IT manager and says, "We need a database" because the organization does not have a central location to keep all of a customer's information.(Ultimus)
| | | Why Inputs Just don't Equal Outputs - There has been a simple mistake. The simple mistake has been to confuse inputs such as money, time, leadership, commitment, technology and re-engineered processes with outputs such as changes in behaviors, increased customer loyalty, retention, bigger sales pipeline and improved profitability.(AMT)
| | | Do Customers Like You? Depends on How You Ask - A recent survey by the Customer Respect Group found that only six of the 100 largest U.S. companies deliver an excellent online experience to consumers. One of the goals of this and many other surveys, whether conducted by third parties or in-house, is to pinpoint what creates repeat business. However customer satisfaction is measured, the value of the results depends on asking the right questions.(CIO Magazine)
| | | Out with Old, In with the New: New Metrics No Contact Center Manager Can Live Without - We live and die, thrive and suffer by the numbers in the contact center. Our representatives receive incentives, bonuses are handed out and recognition of the contact center throughout the organization occurs when it "meets its numbers."(Customer Relationship Metrics)
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