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9/18/06 - Best-of-Breed Wins
Today, we continue the discussion regarding best-of-breed solutions and their superiority over suite solutions. Gartner's current guidance suggests best-of-breed is often the way to go. That guidance represents a change from their former position that suite solutions are often the better choice.
So why the change? Does it have to do with Oracle's acquisition of other enterprise suite solutions (Siebel, Peoplesoft) or the difficulty of implementing SAP's CRM solutions? Are best-of-breed solutions maturing to the point of enterprise credibility?
All of those reasons contribute to the strength in best-of-breed solutions. Another is that one-trick ponies are just that. They do one thing, so they have to do it well or they have no value proposition. CRM implementation failures often happen because people bite off more than they can chew. Acquiring and implementing best-of-breed minimizes getting in over your head. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Sage Software announced that it has acquired the Corum Mobile Division of Corum Corporation, a privately-held software consulting and development company based in Concord, ON, Canada that specializes in mobile customer relationship management (CRM) technology.
ServicePower announced that it has been recognized, along with GE Security, Intel, and Panasonic, by three awards programs for the joint implementation at GE Consumer and Industrial (GECI).
Aspect Software has announced the results of the inaugural Aspect Contact Center Satisfaction Index Europe, a published independent survey of consumer experiences versus expectations of contact center interactions in Europe. The 2006 Aspect Index Europe survey, conducted by Leo J. Shapiro and Associates, measures the quality of consumers' telephone and Internet interactions with companies and their representatives across six countries, and across different industries. The research reports that European customers give contact centers a satisfaction grade of D (67 percent).
eOn announced that its 100% owned China subsidiary, eOn China, registered its initial sales, including the delivery of eQueue contact center solutions to CheMeng International Corporation and China Motion, along with the first deployment of the company's IP telephony system, eQueue eNterprise, to Aviva-Cofco Insurance Company.
Pegasystems announced the availability of its enhanced Customer Process Manager framework at the Gartner Customer Relationship Management Summit 2006.
Infosys Technologies and Oracle announced the successful "go-live" of an Oracle's PeopleSoft 8.8 implementation at five Nissan North America locations spanning the US, Canada and Mexico.
SPSS released an upgraded version of its flagship statistical software package, SPSS 15.0. The analytical capabilities added to SPSS 15.0 will boost important predictive applications such as fraud detection and fast-track claims settlements, customer feedback management and call center management.
Witness announced that its Impact 360 Workforce Optimization solution is compliant with key contact center solutions from Avaya.
Oracle announced that the City of St. Petersburg, Fla., has implemented Oracle E-Business Suite to enable improvements in human resources, procurement and contracts and grants management. According to a recent study conducted by an independent consultant, Shack & Tulloch, the City of St. Petersburg is realizing considerable benefits across numerous business areas as a result of its Oracle implementation and is expected to gain an estimated $16.8 million in net present value benefits over the life of the investment.
KANA Software announced that Jay Jones has joined the company as chief administrative officer (CAO).
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| CRMAdvocate Stock Index |
| CRMSI | 52.14 |  | 0.26% |
| Dow Jones | 11,561.17 |  | -0.21% |
| Nasdaq | 2,238.26 | | 0.03% |
| S&P 500 | 1,321.11 | | 0.02% |
| Top Gainers |
| NCR | 36.32 | | 1.01 |
| SPSS | 26.17 | | 0.98 |
| NICE | 26.97 | | 0.97 |
| Top Losers |
| Verint | 31.5 | | -0.99 |
| ICT Group | 26.82 | | -0.59 |
| Witness | 17.79 | | -0.51 |
| Complete Stock Index |
| As of close 09/15/06 | |
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 White Papers (more)
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Seven Actionable Tactics for Critical Contact Center Improvement - In this white paper, Tim Montgomery, founder of The Service Level Group and Certified Associate of the International Customer Management Institute (ICMI), shares a career worth of valuable research to help your organization take its contact center to a more customer-centric level.(etalk)
| | | A Strategic Guide to Self-Service for the IT Help Desk - Self-service support can be a make-or-break proposition. A self-service strategy that is properly developed, tested, implemented, and managed over time can add remarkable business value through saved costs and improved employee productivity.(Pete McGarahan)
| | | Contact Center Manager KPI Survival Guide - Contact center managers are confronted with volumes of data and dozens of reports generated by automated and manual systems and processes. They may have a surfeit of metrics, but lack the fundamental information needed to manage their operating environment. Too often contact centers have no way of systematically measuring and communicating how well internal and coprorate objectives are being met and identifying where change is required.(DMG Consulting)
| | | Defining CEM - Wen Joe Wheeler and Shaun Smith wrote "Managing the Customer Experience - turning customers into advocates" in 2001, they did not realize that it would help to stimulate a worldwirde interest in CEM that is growing all the time. For example, a 2005 Forrester survey found that 83% of executives considered customer experience to be more important than in the previous year. This year the figure is even higher. The question is why has CEM become such an issue for organizations.(GCCRM)
| | | Customizing Microsoft Dynamics CRM for Complex Field Service and Sales Organizations - Microsoft Dynamics CRM software is the fastest and easiest way to customer relationship managemetn (CRM) capabilities to any organization that uses Microsoft Office programs or the Microsoft outlook messaging and collaboration client. Because it was designed to partner with Outlook, Microsoft CRM delivers lower training cost, broader user adoption, less application-switching, higher productivity and and incredibly rapid impact on investment.(Microsoft)
| | | The Myths and Realities of Marketing Resource Management Systems - CRM systems have trditionally focused on the tracking of leads generated from various marketing programs and tying those leads back to the sales that occur from the marketing efforts. While certianly valuable, this functionality does not address the needs resulting from the level of effort, coordination and communication required up front in order to plan, create and execute those programs.(MarketingCentral)
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