 |
|
9/27/06 - What's Special about Field Service?
Not much, according to one reader. While most people that have responded to my column this week believe field service is unique, some feel field service is merely an extension of the traditional three pronged definition of CRM - sales, service and marketing.
One reader wrote, "I disagree with you that field service should be considered a fourth leg of the CRM stool. Field service is part of the service and support leg, just as mobile sales is part of SFA. Yes, field service has some specialized needs, but there is overlap with other service subcomponents."
For the next few days, I'll share more about how people view field service. So, let me know what you think makes field service special and unique. Or do you feel field service is merely an extension of service and support?
Gary Lemke, Publisher
(Share your thoughts)
|
|
TODAY'S NEWS (more)
|
|
|
SupportSoft announced the results of a survey, in which 69% of corporate employees interviewed said that they want to use online chat to resolve technical problems at work. Additionally, of those employees who already have tried Web-based chat to resolve problems related to their PC hardware, software, Internet or e-mail usage either at home or at work, 66% have had a positive experience.
Selectica announced the United Kingdom's Royal Mail is using Selectica's pricing and configuration solution to power the new Royal Mail Online Price Finder. The Price Finder Application allows online users to calculate the postage of items they wish to mail.
ServicePower announced that Business Anywhere will distribute and implement the SERVICEPower intelligent scheduler in France.
SAP announced the availability of the third wave of its SAP CRM on-demand solutions. With the new SAP Service on-demand solution, service managers can consolidate and track service tickets, establish rule- based escalations for fast follow-up and better adhere to service-level agreements to help improve customer satisfaction and loyalty.
Vignette announced the latest version of its Web content management software, Vignette Content Management. The flagship product of its Next-Generation Web suite, Vignette Content Management helps organizations improve customer interactions and build stronger brand loyalty through dynamic delivery of personalized, persuasive online content.
ClickSoftware Technologies announced an agreement to provide products and related services to a leading global organization in the document management and office equipment industry.
etalk announced that Technology Marketing Corporation's TMC Labs division named Qfiniti Explore as a 2006 Innovation Award winner from Customer Interaction Solutions magazine.
Swisscom has launched Business VoIP Services powered by a carrier-hosted VoIP business solution from Nortel. The new services, VoIP Phone and VoIP Gate, form part of a broad VoIP and Multimedia portfolio to enable customers to outsource their communications, enhance productivity with SIP-based multimedia and web-based self service tools, and prepare for fixed mobile convergence.
TeleTech Government Solutions is now offering its self-service Web site to citizens of Israel, Jerusalem, and the Palestinian Territories, allowing them to obtain visa information and support services with greater convenience and efficiency.
Pivotal announced Mellon Asset Management has achieved financial savings estimated by Mellon to be worth GBP 500,000 in infrastructure and software and GBP 250,000 in support in just two months following its implementation of the Pivotal Customer Relationship Management ("CRM") solution from Pivotal.
|
| CRMAdvocate Stock Index |
| CRMSI | 52.98 |  | -0.01% |
| Dow Jones | 11,704.04 |  | 0.44% |
| Nasdaq | 2,266.04 | | 0.33% |
| S&P 500 | 1,337.80 | | 0.27% |
| Top Gainers |
| ICT Group | 30.81 | | 1.65 |
| Amdocs | 40.65 | | 0.78 |
| SAP | 49.72 | | 0.62 |
| Top Losers |
| eLoyalty | 17.2 | | -0.52 |
| Witness | 17.63 | | -0.25 |
| RightNow | 16.4 | | -0.24 |
| Complete Stock Index |
| As of close 09/26/06 | |
|
GET YOUR OWN COPY OF CRMAdvocate
|
Read Less. Know More. Still reading a forwarded copy?
CRMAdvocate is everything you need to know about CRM because we do the hard work for you consolidating over 40 sources of CRM knowledge into one, easy to read format.
- Click here for your free newsletter subscription.
|
|
|
|
| |
| (Feature)
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 .
|  | | 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.
| | | October 17 - 18, 2006: Professional CRM Certificate Program - Get CRM Certified(tm). Attend a fall seminar to receive a Certification in Applied CRM Strategy, based on Paul Greenberg's the best-selling book "CRM at the Speed of Light" and endorsed by Rutgers University Center for CRM Research, CRMGuru.com, the National CRM Association and GCCRM. 20% discount until September 30th.
| | | October 22-24, 2006: Contact Center Summit Fall 2006 - The Contact Center Summit Fall 2006 is a unique event created specifically for senior contact center, call center and customer service executives across all major industry sectors. Over three days and two nights, the Summit provides several opportunities for you to interact with senior officers from Global 2000 corporations across North America.
| | | October 23-24th, 2006: East Coast - MarketingSherpa Business-to-Business Demand Generation Summit - MarketingSherpa's B-to-B Demand Generation Summits 2006 - Network with 500 B-to-B marketers & discover their best demand generation tactics.
| | October 23rd-25th, 2006: ICCM Canada Conference & Exposition - The ICCM Canada Conference & Exposition has become the annual event for business leaders to network and share insights to make their organizations more effective, and for contact centre professionals to discuss the latest issues with people who share the same concerns, interests and ambitions. You will have the opportunity to ask questions, listen to new ideas, seek out-of-the-box solutions, and become part of a network community that will last long after you return to the office.
|
|
|
|
"OUR TAKE"
Events 
WEBCASTS (more)