 |
|
11/14/06 - Does Price Equate to Effectiveness - More Thoughts
In yesterday's column, I suggested that higher priced CRM solutions might be the better value because of a better ROI. I received some excellent feedback to the concept and I'll share some of those thoughts today.
One VAR wrote, "Price certainly equates with effectiveness. We sell a very low priced CRM tool that has extensive functionality but it needs the same type of implementation support as more expensive tools. However, because of the low price, customers are unwilling to spend the necessary amounts on services. This results in poor performance and poor ROI."
He goes on to say, "The low price also means lower total dollars for VARs. This means that the VAR channel is primarily a small operation without the expertise and processes to support large or complex implementations." Isn't it interesting that often the success of a CRM implementation is dependent more on the implementation services than the software itself? More thoughts on price tomorrow.
Gary Lemke, Publisher
(Share your thoughts)
|
|
TODAY'S NEWS (more)
|
|
|
Entellium announced the pre-order availability of Rave CRM, a sales optimization solution geared toward helping independent sales professionals and small businesses sell more effectively.
GMT announced its newest GMT Planet, version 9.5, which extends the functionality of its workforce optimization system. The new enhancements include an agile staffing decision support tool, support for shift bidding and tour-based scheduling, as well as a new business modeling function that enables customers to further streamline business operations, reduce costs, and improve customer service throughout the enterprise.
Intervoice announced the general availability of its voice banking application with both speech and touchtone options. Intervoice Banking 3.0 offers a speech-enabled application that delivers a personalized voice self-service experience.
HDI has announced several important updates to its training and certification offerings for IT service and support professionals. HDI has updated its international certification standards to incorporate STI Knowledge's best practices. In support of these updated standards, HDI has released two new courses and certifications.
SAS and Amdocs announced that they are working together to bring the SAS and Amdocs Dynamic Pricing and Profitability Management (DPPM) solution to market.
NICE announced that it has been selected by MTA New York City Transit (NYCT) to provide an advanced solution to capture, reconstruct and analyze voice communications for MTA NYCT's new state-of-the-art Rail Control Center (RCC).
Informatica announced it will introduce its Migration Readiness Assessment (MRA) framework during a co-hosted Web seminar with SAP. Informatica's MRA framework is a diagnostic and exercise that gives project managers insight into the scope and complexity of data migration projects.
The Service & Support Professionals Association (SSPA) announced recipients of its annual STAR Awards, recognizing technology companies who display exceptional leadership, innovation and commitment to service excellence. Winning companies include EMC Corporation (STAR Award winner and Hall of Fame inductee), HP (winner of two awards), IBM (winner of two awards), Intuit, Microsoft, Oracle (winner of two awards) and Tektronix.
Soffront announced that ARNOC (Accurate Information Management) has selected Soffront CRM to improve customer service, help desk, marketing, sales, and workflow processes.
TeleTech Holdings announced that a top-five U.S. cable operator has chosen to expand its current operations with TeleTech to include wireless telephone service support in all 33 of its U.S. markets.
|
 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.
|
|
|
| CRMAdvocate Stock Index |
| CRMSI | 60.00 |  | 1.24% |
| Dow Jones | 12,210.32 | | 0.47% |
| Nasdaq | 2,423.45 | | 0.79% |
| S&P 500 | 1,391.84 | | 0.42% |
| Top Gainers |
| Witness | 18.3 | | 18.30 |
| NICE | 32.76 | | 2.25 |
| ICT Group | 36.04 | | 1.71 |
| Top Losers |
| RightNow | 16.07 |  | -0.81 |
| eLoyalty | 17.5 | | -0.80 |
| salesforce.com | 43.66 | | -0.64 |
| Complete Stock Index |
| As of close 11/13/06 | |
|
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.
|
|
|
|
|
"OUR TAKE"
Articles (more)