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12/6/06 - Benchmarking That Matters
As we approach 500 editions of this column, I often think of our most popular topic - benchmarking. It seems we have a fascination with measuring our performance against others. Benchmarking is often done in the spirit of making the customer experience better. However, comparing yourself to others is not the benchmark.
Mark Cuban once said, "Make your product easier to buy than your competition, or you will find your customers buying from them, not you." Now that is the benchmark. Rather than comparing operational metrics with competitors, consider more focus on the benchmarks set by your customers.
Perfect is the goal, but outrunning the competition is also a winning strategy. Consider this: a company with a higher hold time in their call center might actually win if they provide a better customer experience when they do get to the caller. Let customers set the benchmark.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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CosmoCom announced Version 5, an upgrade to CosmoCom's CosmoCall Universe (CCU). CosmoCom has dubbed the new version the Unified Customer Communications (UCC) release, because the platform has been enhanced to support key elements of UCC.
Intellilink announced that it has launched a new practice that will work with marketing organizations in large enterprises. The Intellilink Marketing Technologies Practice will provide expertise to these organizations as they manage their global brands.
Witness has added a customer feedback tool to its workforce optimization (WFO) suite with the acquisition of Mountain View, Calif.-based Amae Software. The addition of Amae's tool to the Witness 360 application will allow call centers to get immediate feedback from customers on campaigns, agent performance and satisfaction levels via IVR, Web and email surveys.
Green Beacon Solutions announced its partnership with Pyxis Mobile to increase wireless CRM productivity to mobile workers.
BEA Systems and Intervoice announced the integration of Intervoice Media Exchange Enhanced Services Platform and the BEA WebLogic SIP Server, a converged Java-IMS-SOA service creation and delivery platform designed to promote adoption of IMS (IP Multimedia Subsystem)-based communication services, including voicemail, voiceSMS and videomail.
Exstream Software announced a co-marketing partnership with Fiserv Insurance Solutions. The agreement aligns the two companies' efforts to provide document management solutions that streamline the entire document creation and delivery process for property and casualty insurers.
Maximizer Software announced that CCMC has deployed Maximizer Enterprise. Maximizer Enterprise provides automation that eliminates many of the manual tasks that slow CCMC's response time on client inquiries.
Convergys announced it has signed a 6-year contract to provide human resources business process outsourcing (HR BPO) services to support the Asia Pacific region of the InterContinental Hotels Group.
CopperKey has partnered with ARCA to offer BizFusion predictive marketing software to ARCA RE/MAX Series sponsors.
Unica announced that it has joined the EMC Velocity ISV Partner Program to develop a certified offering with its EMM application, Affinium, that leverages the EMC Documentum Digital Asset Management 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 | 59.01 |  | -0.76% |
| Dow Jones | 12,295.55 |  | 0.03% |
| Nasdaq | 2,442.10 | | -0.34% |
| S&P 500 | 1,411.94 | | 0.05% |
| Top Gainers |
| Witness | 18.99 | | 18.99 |
| Nortel Networks | 22 | | 0.68 |
| RightNow | 17.54 | | 0.57 |
| Top Losers |
| Oracle | 17.89 | | -1.14 |
| Verint | 33.62 | | -0.65 |
| SAP | 51.63 | | -0.60 |
| Complete Stock Index |
| As of close 12/05/06 | |
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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
| | | March 27-27, 2007: Support Centre Showcase - Featuring: Mergers and Change: Management: Lessons for Technical Support - Senior Executives from some of Technical Support's largest operations will discuss the challenges of merging operations with, in many cases, their toughest competitors.
#N/A
| | | 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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