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12/4/06 - Learning from Unhappy Customers
In the last issue, I shared with you words of wisdom that "Customer complaints are the schoolbooks from which we learn. Indeed, many business leaders have talked about the importance of learning from unhappy customers.
It is safe to assume that most people buy in to the importance of customer feedback as a source for learning to do better. But do we spend as much time harvesting and analyzing customer information from our CRM systems as we spend inputting the information? In addition, does your organization have a healthy balance of resources between reporting and learning?
It has been my experience that many organizations work quite well when it comes to capturing customer input and reporting on it. However, doing something about it often means change and change is something that we often resist or fear. Why do we fear change when we know it will improve the customer experience?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Sage Software announced it has acquired intellectual property from VerticalFalls Software that will enable Sage Software to deliver a compliance and document tracking solution based on its ACT! by Sage contact and customer manager to meet the specialized needs of financial services organizations.
Witness announced the addition of customer feedback management capabilities to its Impact 360 Workforce Optimization solution. With this new solution, organizations can capture customer intelligence and benefit from direct, first-hand customer feedback leveraging the software's advanced, scalable phone (IVR), Web and email survey solution.
CDC Software announced the acquisition of Vis.align that expands CDC Software's services portfolio, generates cross-selling opportunities, and offers customers additional enterprise solutions and services. The acquisition was completed on Friday December 1, 2006.
FrontRange Solutions announced that early next year it will release GoldMine Enterprise Edition 5.1 which works with Windows VistaT to provide a Customer Relationship Management (CRM) solution to customers at small to mid-size enterprises (SME.)
ServicePower's Field Service Solutions (FSS) Division announced that it signed an agreement with HANNspree California to provide service and installation network management, electronic dispatch, and warranty claims processing for its LCD television product line.
NICE announced that it has received a 7-digit order for its advanced solutions for the reconstruction, analysis and distribution of voice communications from Network Rail, which owns and operates Britain's rail infrastructure.
Respond has announced the availability of Respond Intelligence, a complaint and feedback data analytics tool that offers insight into customer perception and business performance.
Verint announced that TD Banknorth selected its ULTRA Analytics suite to enhance customer service and increase operational efficiency. ULTRA's actionable intelligence will enable TD Banknorth to drive performance by understanding the root cause of customer calls.
ATG has selected ATG Commerce to re-launch its online store and drive a more personalized approach to selling designer fashions to a rapidly expanding base of customers.
Numara announced that it has received confirmation of Information Technology Infrastructure Library (ITIL) compatibility from Pink Elephant for the Numara FootPrints 7.5 web-based service desk solution.
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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 | 59.22 |  | 0.80% |
| Dow Jones | 12,260.78 | | 0.65% |
| Nasdaq | 2,446.80 | | 1.42% |
| S&P 500 | 1,405.92 | | 0.68% |
| Top Gainers |
| Witness | 19.75 | | 19.75 |
| NICE | 32.6 | | 1.11 |
| SPSS | 28.91 | | 0.94 |
| Top Losers |
| Unica | 12.0945 |  | -1.03 |
| LivePerson | 4.65 | | -0.28 |
| salesforce.com | 38.49 | | -0.28 |
| Complete Stock Index |
| As of close 12/01/06 | |
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 White Papers (more)
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Real-time Survey Alerts A VOC Must Have - Where within your customer experience engineering plans do you meet head-on the failed service experiences?(Customer Relationship Metrics, L.C.)
| | | 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)
| | | Defining CEM - When 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 worldwide 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)
| | | 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 corporate 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)
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"OUR TAKE"