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10/27/06 - Vendor Viability in Review This week, the conversation has focused on the issue of vendor viability. It appears that vendor viability has become more important as a buying criteria but the meaning has evolved from merely the financial stability of the company to an assessment on the likelihood the company will be acquired. Yesterday, I shared a reader's suggestion that we should not worry about vendor viability and "Simply buy Microsoft CRM." As you might expect, reader response was almost immediate. One person responded by saying, "Too many people are still buying CRM based on initial entry cost and underestimate the real cost of implementing a solution that fits the business workflow." Another reader chimed in with, "Buying by company name can be a poor decision." Simply buying Microsoft because they are Microsoft sounds like the new millennium version of "no one got fired for buying IBM." If MS-CRM (or any other vendor) is a good fit, buy it for the solution, not the vendor name. Gary Lemke, Publisher (Share your thoughts)
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TOP NEWS OF THE WEEK (more)
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Rare Method announced it has strengthened its position as a Canadian interactive marketing firm by acquiring Ground Level Design, a Calgary-based website development company. Terms of the cash deal were not disclosed.
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.
Indus and Vista Equity Partners announced they have entered into a merger agreement under which Indus, subject to customary closing conditions, will be acquired by an affiliate of Vista in an all-cash transaction valued at approximately $240 million.
Research from independent market analyst Datamonitor has found that the total value of venture capital (VC) invested into the technology sector in the first half of 2006 increased by $1bn on the levels invested during the equivalent year-ago period. Datamonitor's Technology Finance MarketWatch tracked 602 investment deals into technology companies in the first six months of the year, a rise of nearly 100 deals compared with activity over the same period in 2006 when 513 transactions were recorded.
Epicor announced the introduction of Epicor Information Worker (IW), a new desktop productivity solution that delivers Epicor's enterprise resource planning (ERP) applications on the 2007 Microsoft Office system, providing information workers with improved access to business data.
Oracle announced new pre-built integrations that will enable organizations to reduce security costs and more rapidly incorporate Oracle Identity Management into their existing enterprise application environments.
Pivotal announced that Boca Developers has consolidated, centralized and enhanced its sales process following implementation of the Pivotal CRM solution from CDC Software.
eOn announced that it has partnered with HengSys Data Net Inc. to supply an emergency response management communications solution platform for the government of Dong Ying City, located in the Shan Dong province of the Peoples Republic of China.
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.
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Research Notes (more)
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White Papers (more)
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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)
|  | | Marketing Automation: The New Automation Frontier - Marketing, it's show time. Finance was automated in the 1960s, HR in the 1970s, manufacturing in the 1980s, and sales and customer service in the 1990s. This is the decade for marketing automation.(MarketingCentral)
|  | | 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)
|  | | 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)
|  | | 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)
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Case Studies (more)
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AFLAC Increases Efficiency With etalk - AFLAC purchased e-talk Recorder and etalk Advisor. The integrated system enables call center supervisors to set up automatic recording times based on a specialist's schedule, something that was impossible with the old completely manual system.(etalk)
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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 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 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 .
|  | | 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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| CRMAdvocate Stock Index |
| CRMSI | 56.99 |  | 1.07% |
| Dow Jones | 12,132.36 |  | 0.27% |
| Nasdaq | 2,372.72 |  | 1.01% |
| S&P 500 | 1,383.48 |  | 0.27% |
| Top Gainers |
| Witness | 17.95 |  | 17.95 |
| SPSS | 28.02 |  | 1.35 |
| RightNow | 16.93 |  | 0.90 |
| Top Losers |
| ICT Group | 30.5 |  | -0.77 |
| SAP | 49.29 |  | -0.60 |
| Oracle | 18.15 |  | -0.51 |
| Complete Stock Index |
| As of close 10/26/06 | |
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