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                  CRMAdvocate Today - October 26, 2006


  "OUR TAKE" (more)

  10/26/06 - Selection Criteria - Continued
Is there anything we can do to protect ourselves from our software vendor of choice from being acquired? This week, I've suggested that there isn't much we can do to prevent it but there are things we can do to manage it. Then I get this one-liner from a reader:
 
"Why worry about it, buy Microsoft CRM." If I correctly read between the lines, this reader suggests using Microsoft CRM because no one is going to acquire them and there isn't much concern of them going out of business. Who can argue with that?
 
That shouldn't be the only reason to buy Microsoft. I heard one analyst recently suggest that the reason people buy Microsoft is because "it looks like Outlook and it is cheap." True enough. But back to vendor viability. Just being Microsoft is not a lock. They are late to the CRM party and they don't always win. Remember MS-Money versus Intuit Quicken?
 
Gary Lemke, Publisher
(Share your thoughts)
 
 

  TODAY'S NEWS (more)

AFFINA - The Customer Relationship Company announced that it has entered into a definitive agreement to be acquired by Hinduja TMT (HTMT). The Company will become a wholly owned subsidiary of HTMT limited, a global leader in the provision of call center and BPO services with operations in United States, Canada, Philippines, India and Mauritius.

Surado Solutions announced the support of Computer Telephony Integration with ShoreTel IP PBX telephone systems. With CTI integration to ShoreTel telephone systems, when an incoming call is directed to an extension, Surado CRM CTI application residing on the computer is alerted and pops up the Surado CRM Contact Screen for the person calling in.

eGain announced its inclusion on the Software 500. The Software 500 is a revenue-based ranking of the world's largest software and services suppliers targeting medium to large enterprises.

Epicor reported financial results for its third quarter ended September 30, 2006. Third quarter GAAP net income was $5.4 million, or $0.10 per diluted share, compared to $8.8 million, or $0.16 per diluted share, in the prior year's period.

Talisma announced that it signed 61 new customers in the fiscal quarter ending September 30, 2006, which raises the company's new customer count in 2006 to over 200 worldwide. Talisma also continued their momentum with year over year bookings growth of over 40%.

ICT GROUP reported results for the third quarter ended September 30, 2006. Revenue for the third quarter of 2006 increased to $106.4 million, compared to $99.9 million in last year's third quarter; operating income was $4.9 million, and net income was $5.0 million.

RightNow announced results for the third quarter ended September 30, 2006. The net loss in the third quarter of 2006 was $(0.5) million or $(0.02) per diluted share, compared to net income of $2.3 million, or $0.07 per diluted share, in the third quarter of 2005.

TeleTech Holdings announced third quarter 2006 financial results. TeleTech reported record third quarter revenue of $304 million, an 11 percent increase over the year-ago quarter.

Global 360 has just secured a contract with GIE Information Technology Synergie, part of the Crédit Agricole Group of banks, to provide electronic file management and Case Manager process management solutions.

Answerthink announced that it has received SAP qualification for EzMed, its mySAP All-in-One partner solution for medical device manufacturers. Answerthink also announced an alliance with regulatory compliance specialist Arbour Group LLC.

  

CRMAdvocate Stock Index
CRMSI56.39  1.02%
Dow Jones12,099.30  0.02%
Nasdaq2,348.68  0.09%
S&P 5001,379.76  0.15%
Top Gainers
Witness17.71  17.71 
Teletech18.9  3.10 
Sykes21.35  0.79 
Top Losers
RightNow16.03  -1.05 
salesforce.com40.31  -0.90 
ICT Group31.27  -0.66 
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  Articles (more)

(Feature) Speech Analytics: It's about More Than the Contact Center - Speech analytics is a valuable tool in the contact center environment, but it is seldom fully understood and often underestimated.(Verint)
Lead Generation and Management Strategies That Get Results - Applying new marketing fundamentals in the Internet era(GlobalSpec)
A,B,C's of Root Cause Analytics - Contact centers have never had more tools for collecting data, nor more solutions for counting it. As a result, managers today have lots of information about what their contact centers are doing, but still do not understand why these outcomes happen. And knowing why they happen is fundamental to knowing how to either improve them or align the entire enterprise to achieve them.(Verint)
Back-Office Integration - A Peek into the Back Office Eliminates Tunnel Vision(Verint)
Localization is the Key to Understanding Customer Needs for Multinationals - Executives within multinational firms agree their organisations would perform better if they gave more control to local managers in overseas markets, finds a new Economist Intelligence Unit survey and report commissioned by UK Trade & Investment.(CRM2day)
Securing Outsourced Customer Data: Devil's in the Details - One reason many customers find it hard to trust their outsourcers' security claims is that different standards bodies promote different security standards and use different types of reports to monitor compliance.(CRMBuyer)
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