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9/15/06 - Best-of-Breed or Suites - Here We Go Again
It's been a while since I've talked about best-of-breed (BOB) versus suite solutions. My views haven't really changed but I find it interesting that the collective intelligence of Gartner analysts seems to be in motion with regard to the debate.
Here's the latest scoop. There are over 50 CRM submarkets and no one vendor will ever cover all of them. Some say the most comprehensive suites will cover 50 - 60% at best. And remember, that is functional coverage and not necessarily functional excellence.
If you believe that assessment, it stands to reason that you cannot get all your needs met by one vendor. If you have to have multiple vendors, why not go best-of-breed? But that brings up another issue. If you have to have multiple solutions from multiple vendors, you cannot ignore your integration strategies. More on that later.
Gary Lemke, Publisher
(Share your thoughts)
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Evaluating Maturing in Contact Centers: A Performance Management Research Study - Ventana Research undertook this research study to evaluate the maturity of contact centers worldwide, assessed by region, industry and size. We determined maturity by communications channels and services supported, how performance is measured and what technologies are deployed. In the analysis, we applied the Ventana Research Maturity Model, placing centers at one of four levels for increasing maturty: Tactical, Advanced, Strategic and Innovative.(Ventana Research)
|  | | Get a Starbucks Card loaded with $5 and qualify to win an iPod nano when you participate in a survey! - Performance Scorecards and Dashboards - A Ventana Research survey - Do scorecards, dashboards and performance alerts really bring about strategic alignment? Do they facilitate the best use of a company's resources and coordinate the efforts of every member of the organization? Ventana Research, our trusted research partner, is conducting a short survey on the topic of Performance Scorecards and Dashboards. Get a Starbucks Card loaded with $5 and qualify to win an iPod nano when you participate in our survey!(Ventana Research)
| | | Why Microsoft CRM Is the 3rd Choice - In this document, Microsoft CRM is given a comprehensive review including "Global Perspective" by CRM expert, Mr. Paul Greenberg, auther of "CRM at the Speed of Light" and Executive VP of CRM Association US.(GCCRM)
| | | Siebel + Oracle > SAP? - Oracle just announced to acquire Siebel. Technically speaking, this will make Oracle the number one CRM vendor in the world, even though the official legitimation has to wait until early 2006. There is however, another saying that SAP is catching up fast that she will likely replace Siebel as the CRM leader one day or the other. Would Siebel + Oracle > SAP in CRM in the coming years? We don't know yet. But it makes sense to have an individual review on each of them to see how they are doing so far and listen to what 443 survey respondents have talked about their image and product.(GCCRM)
| | | Why Oracle CRM Is Only the 4th Choice - An Independent Survey and Perspectives from Global / China Experts on Oracle(GCCRM)
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DoubleClick Increases Customer Satisfaction with Service Strategies - DoubleClick needed a way to quantify their stance as the industry leader with hard facts. DoubleClick's key vision is to differentiate from their competition through world class service. By adapting their organization to industry best practices they insure that they can leverage their unparalleled global support infrastructure to deliver customer driven, one-on-one service.(Service Strategies Corporation)
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November 12th-14th, 2006: SSPA Services Leadership Conference - Services are a key driver of customer success. To continue to succeed, a company's service capabilities must evolve to an entirely new level and this change must be driven from the top. Begin the journey by attending the Service & Support Professionals Association's (SSPA's) Services Leadership Conference, Nov. 12 - 14. For top-level service and support executives, the event offers 9 content tracks: Process, Strategy, Products, Skills, Consumer, Converged Services, Services Marketing and Innovation, Sales, and Tools and Technology. All designed to help you deliver maximum financial performance and ongoing customer success .
| | | September 17-20: AFSM International's 2006 World Conference - AFSM International's World Conference brings together top-level corporate leaders in the technology services management industry. For over 30 years, this event has remained the largest gathering of technology services professionals from around the world. This is the only global event where you will find vast opportunities for learning, sharing and advancing your career as well as progressing your organization's ultimate goals and successes. For more information or to register, please visit www.afsmi.org or call 239 275-7887, ext 35.
| | | September 25th-27th, 2006: The 8th Annual Conference for Help Desk Professionals - Would you like to learn how to transform your Help Desk into a Service Desk, gain skills that will contribute to both your personal and professional development, and hear proven case studies that put theory in practice, AND do all this at a fabulous hotel on the Riverwalk in San Antonio? The 8th Annual Conference for Help Desk Professionals September 25-27 is where you can do all that and more. For more information, please visit our website at www.helpdeskconference.com or call us at 425-398-9292.
| | | October 3rd-5th, 2006: Marketing Mobile Services - Targeting, marketing and delivering consistent customer experience to maximize AR
| | | October 10th-13th, 2006: INTERNET TELEPHONY Conference & EXPO WEST - Call Center 2.0 co-located with the 14th INTERNET TELEPHONY Conference & Expo that will be coming to San Diego on October 10-13, 2006 at the San Diego Convention Center. Call Center 2.0 is expected to attract an estimated 1,900 attendees with an overall conference of 9,000 attendees.
| | October 17 - 19, 2006: Services Industry Summit - Successful Strategies for Service Innovation - Las Vegas, October 17 - 19, Paris Hotel. Learn how world-class organizations are improving their service operations. Presenting organizations include EMC, FileNet, Rockwell Automation, Sage Software, Sony Electronics, and others. Optional pre-conference workshops will also be held. Visit www.servicestrategies.com or call 858.674.4864. Register by 8/31 and receive a 10% discount!
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| CRMAdvocate Stock Index |
| CRMSI | 52.01 |  | 0.34% |
| Dow Jones | 11,585.18 | | 0.57% |
| Nasdaq | 2,237.61 | | 0.64% |
| S&P 500 | 1,320.88 | | 0.46% |
| Top Gainers |
| Vignette | 14.34 | | 0.54 |
| SPSS | 25.19 | | 0.50 |
| eLoyalty | 18.94 | | 0.47 |
| Top Losers |
| ICT Group | 27.41 |  | -0.54 |
| Witness | 18.3 | | -0.52 |
| Amdocs | 38.7 | | -0.18 |
| Complete Stock Index |
| As of close 09/14/06 | |
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