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12/20/05 - Six Steps to Losing Your Customers - Step Three
Do you consider your competitors' customers prospects for your products and services? It's a good bet they consider your customers prospects. So step number three for losing customers is:
Forget that your existing customer is somebody else's prospect. Your competitors are doing all they can to attract your customers and you need to give your customers a good reason to stick with you.
Does your value proposition make it difficult for your competitors to steal your prized possessions? You have home field advantage - customers are already playing on your field by your rules. Are you taking full advantage of it? Are you creating switching barriers to keep customers from leaving?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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NCR announced it has acquired Galvanon, Inc., a privately held company and leading provider of self-service solutions for the health care industry. Galvanon helps health care organizations enhance the patient experience at home, in the hospital and in the physician's office through innovative solutions such as kiosks, Web self-service applications and technology that streamlines and simplifies patient interactions through the health care process.
The CEO of Primary Matters, Inc, in an interview with CMP's Marketing2IT newsletter, defines the fundamentals of activity-based analysis. Primary Matters is a provider of activity-based decision support solutions.
ClickSoftware announced a new deal to supply products and related services to a major European utility company. The company has purchased several products from ClickSoftware's ServiceOptimization Suite, including tools for optimized scheduling and analytics.
RightNow announced vacation property services leader ResortCom International has implemented RightNow CRM to automate and streamline both front- and back-office business processes -- creating a paperless work environment that has helped the company triple its profitability, provide superior customer care, and maximize yield for its clients.
ATG announced that Clarke American has selected ATG Commerce and ATG Content Administration to power its new e-commerce and online marketing environment, called Customer ConnectionPoint.
HP announced the completion of its acquisition of Peregrine Systems, Inc., an IT asset and service management software company. Effective immediately, Peregrine will become part of the HP OpenView business unit, which is led by Todd DeLaughter, vice president and general manager.
APAC Customer Services announced that The Los Angeles Times approved a one-year extension to its agreement for customer care services. Extending the partnership established in 1998, APAC will continue to provide customer interaction support services to the newspaper's subscriber base of more than 3.9 million residents.
SupportSoft announced that Portugal Telecom has selected SupportSoft service automation software to provide enhanced broadband customer service for PT.COM. Portugal Telecom will use SupportSoft software to provide ongoing, multi-channel customer support via self- and assisted service solutions.
Salesforce.com announced that Enterasys is saving more than $100,000 annually through its deployment of Salesforce Service & Support. A manufacturer of enterprise secure networking hardware and software solutions, Enterasys deployed Salesforce Service & Support in its Global Technical Assistance Center to further improve service quality and call resolution for its more than 25,000 enterprise customers.
Unity Media GmbH has deployed a Nortel Optical Ethernet network to support 'triple play' cable services such as VoIP, video-on-demand, and Internet.
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 FEATURE WEBCAST (more) |
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"Contact Centers with Nine Lives: Business Continuity Strategies"
Ed Margulies, COO, Telephony@Work
In today's contact center, it is increasingly more important to develop a hedge against disaster. Take labor strikes, power outages, terrorism and natural disasters. What steps have you put into place to ensure maximum up time for your operation? In this session, you will learn how to identify the most essential business continuity disciplines and strategies for smooth transition and recovery during exigent circumstances. Learn how you can mitigate risk in your contact center and maintain workflow integrity with the proper tools. Session topics include: Disaster Recovery, Transactional integrity and security, and Graceful Operations Scaling & Implementation.
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| CRMAdvocate Stock Index |
| CRMSI | 46.81 |  | -0.37% |
| Dow Jones | 10,836.53 | | -0.36% |
| Nasdaq | 2,222.74 | | -1.34% |
| S&P 500 | 1,259.92 | | -0.59% |
| Top Gainers |
| SPSS | 28.12 |  | 1.02 |
| LivePerson | 5.25 | | 0.40 |
| Astea | 15.57 | | 0.26 |
| Top Losers |
| Verint | 34.53 | | -1.49 |
| Amdocs | 27 | | -0.94 |
| Unica | 11.93 | | -0.59 |
| Complete Stock Index |
| As of close 12/19/05 | |
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