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10/18/06 - Maintenance Fees on the Rise - Part II
Yesterday, I shared Gartner's prognostications on software maintenance fees. In short, they believe annual maintenance fees are on the rise and could go up to 30% of software license prices by 2010.
From my perspective, companies purchasing CRM solutions have leverage to negotiate favorable maintenance fees due to adequate competition so I don't see that happening for many organizations. However, I believe Gartner doesn't make risky predictions that don't have a high probability of coming true. I think I know why.
In another discussion, one analyst was quoted as saying, "If you don't stay up on (Oracle, Siebel) upgrades, you could end up in a very scary place." So unless you have negotiated fixed maintenance fees for your enterprise level CRM solutions, you might need to add a few more bucks to your budget. Do you sense a rise in maintenance fees?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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TeleTech Holdings announced the launch of its TeleTech@Home dispersed workforce solution, presently ramping with several Fortune 500 clients and expected to grow to 15% of TeleTech's current North American agent population by year-end 2007.
Tigerpaw Software announced the release of Tigerpaw CRM+ version 10.5. Company officials confirmed that the new version - including four new features - would be offered as a free upgrade for existing version 10 clients.
SPL WorldGroup introduced its mobile resource scheduling and optimisation application-the SPL Enterprise RealTime Scheduling (SPL ERTS) solution at the Service Management Europe Conference in Birmingham. The enterprise scheduling application, designed for companies with large field-service workforces and specialized logistical requirements, was previously marketed in the UK under the name Sidewinder.
NICE Systems announced that it has been selected by AXA Non-life Insurance Company Ltd., Japan, to supply its VoIP solution to centralize recording of customer interactions in its multi-site environment.
Confio Software announced Confio Ignite for RAC, developed specifically to improve performance in applications running on Oracle RAC environments. Ignite for RAC enables DBAs to identify and eliminate the overhead associated with RAC configurations.
Frank J. Rich & Associates, specialists in recruiting support professionals, announced a new recruiting model that helps company HR generalists search and recruit hard to fill technical support positions. For a flat monthly fee, Frank J. Rich & Associates will fill all identified positions and guarantee the results.
CopperKey is showing two new versions of its Bizfusion predictive marketing software - Bizfusion Prospector software-as-a-service and Bizfusion for Salesforce.com - at the Direct Marketing Association's annual conference and exhibition (DMA06) in San Francisco.
Rainmaker announced that a Fortune 50 global hardware client has signed an agreement to provide a web portal for their business partner community.
Amdocs and DIRECTV announced that the two companies have expanded the scope of and extended their relationship until 2012. Amdocs products and services will continue to help DIRECTV maintain its innovative programming services and technology leadership and deliver a superior experience to its more than 15.5 million subscribers.
eOn Communications will announce results for the quarter and year ended July 31, 2006, on October 23, 2006.
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| CRMAdvocate Stock Index |
| CRMSI | 55.80 |  | 0.23% |
| Dow Jones | 11,994.20 | | 0.29% |
| Nasdaq | 2,343.90 |  | -0.17% |
| S&P 500 | 1,367.05 | | 0.18% |
| Top Gainers |
| SPSS | 27.66 | | 0.80 |
| Tekelec | 14.64 | | 0.77 |
| Vignette | 13.87 | | 0.25 |
| Top Losers |
| ICT Group | 32.15 | | -0.65 |
| NICE | 30.25 | | -0.63 |
| Interact Intell | 16.9 | | -0.57 |
| Complete Stock Index |
| As of close 10/17/06 | |
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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 .
|  | | 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.
| | | October 30th - November 2nd: Developing & Marketing Telecoms To Business Customers - Through operator case studies and expert presentations, you will discover how to develop and market competitively priced, innovative and customised FMC, HSDPA and all IP converged services and solutions that effectively facilitate and enhance the operational processes of your business customers. The conference will also address how operators will have to evolve their organisations, especially the customer care and sales departments, in response to increasingly complex and personalised product and service portfolios.
| | | November 1 - 2, 2006: Professional CRM Certificate Program - Get CRM Certified. 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.
| | | November 12-15, 2006: The North American Conference on Customer Management (NACCM) - The North American Conference on Customer Management (NACCM), November 12-15, in Orlando, FL, is the premier event, delivering sought-after solutions to your most pressing customer challenges. Don't miss once-in-a-lifetime presentations from Former Secretary of State, General Colin L. Powell; Chip Bell, Author of 16 Books on Customer Service; Malcolm Gladwell, Best Selling Author; Loyalty Expert Fred Reichheld; and many more. Attendance at this annual event is a necessary step in developing your customer experience strategy. Visit www.iirusa.com/crm, mention Priority Code: XM1900CRMAW and receive 15% off the standard conference price!
| | November 13th-14th, 2006: West 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.
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