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                  CRMAdvocate Today - November 2, 2006


 FEATURE WEBCAST (more)

"Optimizing the Customer Experience for Web Self-Service "

Allen Bonde, Senior VP, Strategy & Marketing, eVergance

Customers want - and have come to expect - great service. But, when it comes to self-service, many sites are still offering only static search and simple FAQs... with poor customer satisfaction and high escalation rates as a result. Get expert advice from self-service guru Allen Bonde and KNOVA Software CTO Mark Angel as they explore new ways to create an online self-service experience that cuts costs and delights customers with personalization and efficient resolution. You'll learn how to align business and user needs, drive adoption and measure the impact of your solution via targeted self-service metrics.


  "OUR TAKE" (more)

  11/2/06 - Observations - Source Code Escrow
One reader has spent the last 15 years building escrow tapes. That experience produced some observations that I will now share with you. Consider these three thoughts:
 
"It is an interesting intellectual exercise to consider ALL of the necessary items that should be included. In my case, several thousand entities. The customer value of escrows is inversely proportional to the future stability of the vendor. The escrow process is a future employment source for those of us who build the products/escrow."
 
Escrow is a safety net you hope you never have to use. However, you also hope that the net will hold you should you put it to the test. Is the loss of a vendor part of your disaster recovery plan?
 
Gary Lemke, Publisher
(Share your thoughts)
 
 

  TODAY'S NEWS (more)

HP announced that it has completed its tender offer for Mercury Interactive Corp. HP's tender offer for all of the outstanding shares of Mercury expired at midnight, New York City time, on November 1, 2006. As of that time, approximately 85.7 million shares, representing approximately 96 percent of Mercury's outstanding shares, were tendered and not withdrawn in the offer (including shares tendered by notice of guaranteed delivery). HP has accepted for payment all tendered shares.

ASC announced the release of MARATHON EVOLUTION XXL, a new product for high-end communications recording. It records up to 480 phone lines simultaneously.

Infusion Software announced that in honor of its five-year anniversary, the Gilbert-based company has launched the "Make the Switch" challenge, a search for Greater Phoenix area small businesses desperate for better systems and technology that can improve their marketing and increase sales. The five winning small businesses will receive one year of Infusion Software's product, Infusion CRM, a sales and marketing solution designed for the true small business.

ClickSoftware Technologies announced the roll-out of it's flagship ClickSchedule solution at Plumb & Square, an authorized service provider to The Home Depot. The ClickSchedule service optimization tool is now driving licensed door installers in two major US markets.

Rainmaker Systems reported record financial results for the third quarter ended September 30, 2006 which included a revenue increase to a record $12.2 million, up 42% year-over-year and a record GAAP net income of $869,000, or $0.06 per diluted share.

SPSS announced results for the quarter and nine months ended September 30, 2006. The company reported record third quarter revenues of $64.7 million, an 11 percent increase from $58.3 million in the third quarter of 2005.

Amdocs Limited reported that for the quarter ended September 30, 2006, revenue was $665.4 million, an increase of 16.1% from last year's fourth quarter. Net income on a non-GAAP basis was $109.5 million, or $0.50 per diluted share, compared to non-GAAP net income of $83.9 million, or $0.39 per diluted share, in the fourth quarter of fiscal 2005.

APAC Customer Services reported financial results for its third fiscal quarter ended October 1, 2006. The Company reported a 2006 third quarter net loss of $5.0 million, or $0.10 per share, on revenue of $49.3 million.

Business Objects announced the formation of an alliance. The new agreement is aimed at providing unmatched support for the thousands of joint Business Objects and IBM customers.

Convergys announced that Midcontinent Communications has extended for 5 years its contract for ICOMS, Convergys' convergent voice, video, and data billing and customer care solution.

  

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Articles (more)

(Feature) Winning Philosophies for Boosting Consumer Loyalty - In mid-September 2006, Wilmington, Del.-based Chase Card Services rolled-out a rewards program that was in the works for more than a year. "It is the most researched product Chase has ever done," said Stacy Hamilton, the firm's senior vice president of marketing. In addition, it reflects Chase cardholders' and prospective customers' desires for greater control and flexibility over rewards programs.(CRMBuyer)
Google Takes Aim At Fast E-Mail For Mobile Phones - Gmail for mobile promises computer-like response times and capabilities for viewing e-mail. Although it will run on any phone with Java software, the initial service targets U.S. customers of Sprint, T-Mobile, and Cingular.(InformationWeek)
25 Terrifying Information Technology Horror Stories - Halloween. Friday the 13th. Information technology catastrophes.(CIO Magazine)
Yankee Group Reveals How the Business Control Layer Can Drive Service Provider Innovation - Yankee Group announced that the Business Control Layer is a key new technology in driving Service Provider innovation. The Business Control Layer concept, originally conceived by telecom billing and CRM company, FTS, is gaining traction as a variety of industry observers, including Yankee Group promote the importance of this new sector.(CRM2day)
IE7 for Business: Just Do It Say the Experts - To upgrade or not to upgrade. That is the question. According to analysts, upgrading to the new version of Microsoft's Internet Explorer 7 web browser should be a no-brainer, particularly because of its new security features which are espeically important for small businesses as well as large enterprises.(CRMDaily)
eGain Introduces Service 7.6 - eGain Communications has released the latest iteration of its self-service application, eGain Service 7.6.(CRMBuyer)
Lead Generation and Management Strategies That Get Results - Applying new marketing fundamentals in the Internet era(GlobalSpec)
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)
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