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11/15/06 - Price and Commitment
Today, I'd like to wrap up the conversation about the relationship of price and value among CRM solutions. The primary question has been: does a higher priced CRM solution equate to a higher value?
Interestingly, we see many lower priced solutions designed for small and medium size operations successfully running in business units of very large companies. They get great value from these solutions without the big enterprise price tag. Other instances indicate that low price means low commitment because CRM initiatives may not be on the executives' radar map.
Because CRM solutions run head on into business processes, almost every consultant will advise that executive sponsorship is imperative. Thus, even if you don't have to go to the board for budget approval, it's still a good idea to seek their support. Reminds me of a credit card commercial: CRM user license - $1,000; Executive Sponsorship: priceless.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Comergent announced Release 7.1 of its Comergent eBusiness System to support the emerging Business-to-Everyone (B2E) sales model. This new release enables enterprises to automate their B2B and B2C sales models with integration of web, phone or in-person interaction - either direct to customers or through reseller, channel or distribution partners.
GMT announced the beta-release of its new GMT CashMaster solution, now in version 7.5. Driven by input from some of GMT's largest customers, the solution enables financial institutions to streamline cash management processes further, generate more comprehensive reports, and maximize their return on their cash assets.
Witness announced its Impact 360 Workforce Optimization for Retail Financial Services solution and features software and services dedicated to the retail financial services market - uniting such functions as workforce management, quality analysis, performance management and eLearning.
Entellium announced the commercial availability of the Usability Release 2006, a series of upgrades and enhancements to its cutting-edge on-demand CRM product suite. Enhancements include a new user interface and Marketing Automator which is designed to track, manage and optimize the success of marketing programs.
Chordiant Software announced the release of an innovative software application that empowers financial institutions to automate fraud investigations and recovery processes while strengthening compliance with association rules. Chordiant Fraud Manager, created under Chordiant Mesh, increases the efficiency of investigation representatives and minimizes the impact of financial losses by helping card issuers determine the best course of action in fraud cases.
HDI announced several updates to its training and certification offerings for IT service and support professionals. In addition to updating its international certification standards to incorporate STI Knowledge's best practices, the release of new courses and certifications, and new bundled training and certification options, the association is announcing a new training faculty.
Maximizer Software announced the availability of its ACT! to Maximizer Migration Program. The program offers small businesses a low-risk opportunity to upgrade from ACT! to Maximizer Software's popular sales and contact management system Maximizer 9.
noHold announced that DigitalPersona has implemented InstantSupport for it's DigitalPersona Pro product line. InstantSupport works like live chat, but instead of interacting with a person, end users chat with an artificial intelligence capable of answering questions online without human intervention.
Vamosa announced the release of Vamosa Community Edition, a free content analysis and migration tool. Vamosa Community Edition incorporates the full functionality of Vamosa's migration software - Content Analyser and Content Migrator. The combination of these flagship products into a freely downloadable offering continues Vamosa's long term objective of bringing automated content migration tools to the wider content management community.
Intervoice announced that ESL Federal Credit Union has the chosen Intervoice Banking application, a packaged voice self-service solution, to enhance contact center services for their community of 280,000 members.
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 FEATURE WEBCAST (more) |
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"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.
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| CRMAdvocate Stock Index |
| CRMSI | 59.91 |  | -0.16% |
| Dow Jones | 12,246.74 |  | 0.30% |
| Nasdaq | 2,445.63 | | 0.91% |
| S&P 500 | 1,397.68 | | 0.42% |
| Top Gainers |
| Witness | 18.69 | | 18.69 |
| Interact Intell | 19.1 | | 0.86 |
| RightNow | 16.72 | | 0.65 |
| Top Losers |
| salesforce.com | 42.4 | | -1.26 |
| Verint | 32.5 | | -0.58 |
| HP | 40.05 | | -0.54 |
| Complete Stock Index |
| As of close 11/14/06 | |
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February 26-28, 2007: Linkage Strategies 2007 - Finally, the one event highlighting the entire customer feedback continuum - from collection to analysis to action - and how to WOW your customers every step of the way. Hear action-oriented perspectives to help you do your job better, faster and smarter from executives in leading organizations including: Wachovia, Hewlett-Packard, Oakland A's, Roche Diagnostic¸ Motorola, Inc., JetBlue Airways¸ American Girl, Bank of America, Kraft Foods¸ CA, Inc.¸ Fairmont Hotels & Resorts, Allstate Insurance, UBS Financial Services, FedEx, PGA Tour, GlaxoSmithKline, 3M, HSN, and many more
|  | | Jan. 22 - 24, 2007: Mobile Customer Retention & Loyalty - This event will consider the changing nature of mobile customer loyalty in marketplaces around the world and equips operators with the tools and strategies needed to tackle churn. Features more operator case studies, interactive sessions, networking opportunities and innovative speakers from related industries sharing their experiences!
| | | February 21-21, 2007: Call Center Demo & Conference Miami - Whether February finds you in the middle of a Boston blizzard or cooler temps in Tennessee, Call Center Demo & Conference's exciting, new location - MIAMI - is sure to be an inviting change of scenery come late February.
| | | May 21 - 23, 2007: Call Center Demo & Conference Dallas - This conference provides a 360-degree view of the factors affecting the contact center industry-from up-and-coming trends to the latest products and services on the market.
| | Sept. 10-12, 2007: ACCE 2007 - Annual Call Center Exhibition - Sept 10-12, 2007 - San Diego, CA
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