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9/14/06 - Keeping it Real with References
I just returned from the Gartner CRM conference and I hope to use this column to share some insights with you. If you attended the conference, please take a moment to let me know what you learned at the conference. For the past week or so, we've been talking about references and I thought I would share an observation from the Gartner conference in relation to references.
Even if you didn't attend the conference, you got the feel that it was geared towards addressing our collective desire to know the difference between the hype and the reality. Many of the most popular sessions focused on best practices, case studies and success stories.
By my count, 20% of the sessions fell in that category. I find that a bit refreshing especially for a conference typically dominated by analyst presentations. I imagine feedback will tell the Gartner people that maybe next year the conference should have even more focus on what is real.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Concurrent with its acquisition of UniPress Software, as announced in a separate press release, Numara Software announced the availability of Numara FootPrints 7.5 and three new service desk products. These releases are aimed at enhancing user performance, adding new synchronization technology and SOX support, and delivering stronger IT asset discovery and software license management.
For companies seeking to reduce the cost and complexity of transportation planning, execution and management, Oracle announced the general availability of Oracle Transportation Management 5.5. The first product release since the acquisition of G-Log, Oracle Transportation Management 5.5 enables companies to lower transportation costs, improve customer service and asset utilization, and provide flexible, global fulfillment options.
The Services Industry Summit, "Successful Strategies for Service Innovation", is coming to Las Vegas, NV, October 17 - 19, 2006. The event includes presentations from industry leading technology companies such as EMC, FileNet, Nokia, Rockwell Automation, Sage Software, Sony Corp., and Wind River.
Unica launched Affinium 7, an update of its marketing software suite to date. Affinium 7 delivers a rich set of new EMM capabilities including: dynamic, scaleable offer management; flexible response tracking; extensive user-definable reporting; robust resource management; integrated web analytics; and cross-organizational collaboration.
Salesforce.com announced additional new customization features of Winter '07, including delivering full componentization of its analytical dashboards. Business Objects announced that Crystal Xcelsius will integrate within the new Salesforce dashboard framework, available in the Winter '07 release.
SAP announced the expansion of its portfolio of solutions designed to help large and small enterprises manage governance, risk and compliance (GRC). SAP said it will be adding three new products to its robust GRC offering, a portfolio that already comprises dozens of products spanning numerous GRC requirements for multiple industries.
Nortel is empowering enterprises to boost contact center performance and provide superior customer service with the availability of Nortel Contact Recording and Nortel Quality Monitoring solutions. The Nortel Contact Recording and Nortel Quality Monitoring suite, developed with Witness Systems, allows businesses to record and monitor all customer interactions so that more information can be captured for each customer.
Scicom Berhad announced that the implementation of a call recording and quality monitoring solution from Witness Systems has delivered benefits to its bottom line and assisted the company in delivering on its "Total Customer Delight" imperative.
HDI announced that industry expert Rick Joslin has joined the organization as the executive director of training. In his new role, Joslin will manage an expanded training department, following HDI's recent exclusive licensing of STI Knowledge's education offering.
Epicor introduced new features and functionality to address specific requirements for automotive manufacturers in the latest release of Epicor Vantage, its 100-percent service-oriented architecture (SOA) end-to-end global manufacturing solution.
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| CRMAdvocate Stock Index |
| CRMSI | 51.84 |  | 0.29% |
| Dow Jones | 11,518.66 | | 0.10% |
| Nasdaq | 2,223.22 | | 0.07% |
| S&P 500 | 1,314.83 | | 0.03% |
| Top Gainers |
| Witness | 18.82 | | 1.62 |
| ICT Group | 27.95 | | 0.57 |
| eLoyalty | 18.47 | | 0.57 |
| Top Losers |
| Amdocs | 38.88 |  | -0.70 |
| NICE | 26 | | -0.48 |
| Vignette | 13.8 | | -0.37 |
| Complete Stock Index |
| As of close 09/13/06 | |
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Implemented the best CRM software? Now train the best workforce - As well as the typical barriers to successful CRM implementations, such as customisation or integration of new systems, IT directors need to address change in overall workforce behaviour, says Mike Cotton, Head of EMEA Alliances at OnDemand Software.(CRM2day)
|  | | The Lack of Loyalty - When we talk about the customer experience, we aren't trying to replicate Disneyland -- though those folks have done a great job of understanding the customer to the point that they've turned CRM on its ear, preferring to call it "CMR," for the "customer managed experience."(CRMBuyer)
| | | American Power Conversion Gets Serious About CRM - APC's CRM program identifies customers' touch points with the company, captures information on failed interactions, and figures out what's needed to make the fix.(InformationWeek)
| | | Make marketing measurement count: Easier said than done - A very large company formed a task force to identify the value gained from the obscene amounts of money it spent on customer information, marketing analytics and reporting. No marketing representative was on the task force, even though marketing knew about the initiative and was consulted during deliberations. The person running the task force? An IT executive.(CMO Magazine)
| | | The Ongoing On-Demand Software Wars - Microsoft, Oracle, and SAP each have natural advantages and disadvantages when it comes to on-demand suites. But in the view of analysts and customers, one thing matters most: commitment. Unlike earlier software revolutions that were sparked by snazzy new technology, this one isn't centered on the next big thing. If anything, the features and technology are stripped down.(CRMDaily)
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