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9/25/06 - CRM Excellence In Action
Last week I mentioned that 20% of the Gartner conference was dedicated to best practices and case studies. One presentation featured Gartner's CRM Excellence Award winner and what they did to win the award. The company is General Binding Corporation (GBC). The application is field service and the vendor is Vertical Solutions (VSI).
GBC's 175 field technicians manage more than 30,000 service contracts. The company deployed VSI's PowerHelp CRM Field Service solution in the fall of 2005 and the technology enabled the company to capture additional data to extend customer support and improve product design and manufacturing quality (Read More)
I find the selection of GBC and VSI interesting for a few reasons. First, the focus on field service. This segment of CRM tends to be overshadowed by sales force automation and call centers but the truth is field service can have a big impact on the bottom line. Second, the award went to a company that utilized a vendor not named Oracle, SAP or Microsoft.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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KNOVA announced the general availability of KNOVA 7, the new version of the company's application suite. KNOVA's new application suite brings the power of Web 2.0 to the enterprise, from marketing and product selection through service resolution.
Epicor announced CRS RetailCRM 1.1 -- a module of its customer relationship management (CRM) solution, based on Microsoft .NET technologies, for multi-channel retailers.
Customer Relationship Metric announced that it has completed the analysis of a 3-month study into Contact Center Workforce Management Practices sponsored by Aspect, Witness Systems and Pipkins. Key Findings include: While the penetration of licensed workforce management software to support the scheduling function is quite high (88%), 52% do not use licensed workforce management software to support performance reporting and 25% do not use licensed workforce management software to support forecasting.
Vertical Solutions announces that its customer, General Binding Corp. (GBC), has won the 2006 CRM Innovator Award from Gartner.
LivePerson announced the introduction of Timpani Voice, an enterprise click-to-talk solution that helps e-commerce organizations proactively address consumer buying concerns and increase conversions from website visitors. Timpani Voice identifies targeted visitor segments while they're online and brokers an immediate connection with telephone agents, bypassing conventional voice recognition and automated phone menu options.
Verint announced that Los Angeles County's Foothill Transit has selected its Nextiva Transit networked video solution to enhance security and improve operations on its municipal bus fleet.
Presence Technology is pleased to announce that SimpliCTI Software Solutions and is going to distribute and market the new Presence OpenGate product line, a complete suite of CTI solutions based on the Asterisk open source platform.
Sage Software announced that Vendere Partners has used SageCRM.com to successfully automate workflow for 24 employees as well as manage its sales outsourcing services.
eStara announced with Cox Newspapers that the publisher is leveraging the power of voice across its major newspaper Web sites, embedding click to call technology throughout classified advertising, customer service, and advertising sales pages.
Nextance announced appointing Bill Wagstaff as its new chief operating officer, a newly-created position, and Sig Lackner as vice president of professional services.
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| CRMAdvocate Stock Index |
| CRMSI | 51.72 |  | 0.12% |
| Dow Jones | 11,517.06 | | 0.15% |
| Nasdaq | 2,222.38 | | 0.27% |
| S&P 500 | 1,315.45 | | 0.10% |
| Top Gainers |
| Verint | 31.29 | | 1.07 |
| HP | 35.39 | | 0.85 |
| Astea | 4.95 | | 0.52 |
| Top Losers |
| SAP | 47.88 |  | -0.81 |
| salesforce.com | 35.85 | | -0.49 |
| Unica | 10.07 | | -0.37 |
| Complete Stock Index |
| As of close 09/22/06 | |
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 White Papers (more)
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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)
| | | 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)
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