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                  CRMAdvocate Today - November 22, 2006

  "OUR TAKE" (more)

  11/22/06 - Ten CRM Things We Should Be Thankful For - Part III
Today we finish the countdown on ten CRM things we should be thankful for. You can review the first third (numbers 8, 9, and 10) and the second third (numbers 5, 6, and 7) before reading on. And now, the final four:
 
No. 4: No CRM vendor executives have gone to jail over accounting fraud (at least, that I am aware of). No. 3: More organizations finally understand that benchmarking is not the key to improving the customer experience. No 2: Corporations place higher value on call center operations when they realize that outsourcing is not just about saving money.
 
And the number one CRM thing we should be thankful for: Every organization has customers, every organization can always to better by their customers, and lastly, every organization has limitless opportunities to earn more customers. We should all be grateful for what our customers make possible. Happy Thanksgiving.
 
Gary Lemke, Publisher
(Share your thoughts)
 

  TODAY'S NEWS (more)

Sterling Commerce announced an agreement to acquire Comergent Technologies for approximately $155 million in cash. Sterling Commerce plans to incorporate Comergent products to provide customers with a unified end-to-end order fulfillment solution across the extended supply chain.

ATG announced that according to a survey ATG co-sponsored with Internet Retailer Magazine, Web retailers expect the 2006 holiday season to drive above-average online holiday traffic and sales. Nearly all of the approximately 300 respondents expect holiday sales to grow this year, and over one third anticipate holiday Web sales to grow by 20 percent or more.

Brainware announces that the advanced search and classification capabilities of Brainware's Globalbrain have been incorporated into Attensity's new release of its Text Analytics suite, Attensity 4, available next month. Globalbrain brings information search and classification functions to Attensity's applications, used by Global 2000 and government customers to create actionable information for better and faster decision making from text information.

GMT announced that Zions Bancorporation is among the first to take advantage of new dashboard functions in the new release of the GMT Planet, version 9.5. With the new GMT solution, the financial services company can more closely monitor its internal performance, improve employee productivity, and lower its staffing costs.

Parallax Technologies in conjunction with Cacti, announced that IRMC has selected the Cacti Contact Center Performance Suite, FocusRecord VoIP, Executive Connect, ObserveCTI WebPortal, and WordScan Applications. The application suite will be used to record, monitor, and analyze customer interactions within IRMC Centers of Excellence worldwide.

UCN announced the availability of inContact/VoIP Service. This enables UCN to connect both traditional TDM and VoIP stations into the hosted inContact contact handling applications..

Vignette announced that its Board of Directors has approved the repurchase of up to $75 million of its Common Stock over the next year.

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%.

SER Solutions announced that it has received two U.S. patents for innovation in audio data monitoring and mining using speech recognition technology.

Rainmaker Systems announced that the Master Service Agreement with one of its Fortune 50 technology companies, representing 10% of overall business, has been extended through 2010.

 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
CRMSI60.23  0.27%
Dow Jones12,318.38  -0.03%
Nasdaq2,457.22  0.22%
S&P 5001,403.48  0.10%
Top Gainers
Witness18.69  18.69 
CDC Corporation8.56  1.05 
Verint34.37  0.94 
Top Losers
Interact Intell17.8  -0.84 
ICT Group35.17  -0.73 
SPSS28.81  -0.37 
Complete Stock Index
As of close 11/21/06
Informatm
 

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Events (more)

(Feature) May 7-9, 2007: The 6th Annual Government Customer Support Conference and Exp - The ONLY Conference Designed Specifically for Government Customer Service and Support Centers, Call Centers, Contact Centers, Service Desks, Help Desk, and Web Service Portals
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.
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
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
October 22-24,2007: The 9th Annual Help Desk Professionals Conference and Exp - Are you gaining access to qualified competent speakers delivering fresh content year after year? Are you being taught how to make immediate improvements in your work efforts and to benefit from fresh information? Are you being presented great content without being sold products or services? The 9th Annual Help Desk Professionals Conference and Expo does all this while bringing together the brightest experts and the most forward-thinking Help Desk leaders to discuss the trends and opportunities that are redefining the future of the Help Desk industry.
 

  WEBCASTS (more)

 · Listen Now!  Optimizing the Customer Experience for Web Self-Service - (RealMarket Live!)
 · November 28 The Demise of the Lone Wolf Sales Star - (SPI)
 · November 30 Deliver Exceptional Experiences: Connect Your Company to Your Customers - (ResponseTek Networks)
 · December 05 Point-of-View Series 6: The Media IS the message - (SPI)
 · December 07 Aligning Customer Experience with Customer Value - (RightNow)
 · On-Demand Harnessing "Moments of Truth" - (RightNow)
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