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12/15/06 - Wrap-up on Corporate Mottos
If you are looking for that perfect gift, look no further. Maybe a "We Strive to be Adequate Bumper Sticker" will brighten the office. Sorry, I couldn't resist.
Yesterday, I was less than adequate. My attribution of the "Anytime, anywhere" corporate motto was wrong. I said Aspect, when it should have been Avaya. Mea culpa!
And while this was not a corporate motto, perhaps you can use this saying from an SAP advertisement during your next business planning meeting. "Maybe 'Customer Service' should be more than one department." If not at the business planning meeting, maybe it has a place at the next reorganization meeting. Enjoy.
Gary Lemke, Publisher
(Share your thoughts)
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TOP NEWS OF THE WEEK (more)
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Core Solutions announced that it has signed an agreement to purchase substantially all the assets of Computer Control Corporation of Rocky Hill, CT. This merger will effectively double the size of Core Solutions' business.
Infra Corporation has announced the latest series of plug-in inventory management connectors for its web-centric ITIL application, infraEnterprise. Infra connectors deliver integration with best-of-breed network tools, providing control and visibility of Configuration Item data right across the IT infrastructure.
Satuit Technologies announced the commercial availability of SatuitCRM v.10.5. SatuitCRM v. 10.5 offers over 50 new features that will make it even easier for Investment Professionals to see key data with one click.
ASC announced the release of an enhanced version of EVOip for Windows, a VoIP recording solution. The product captures telephone calls from the network and enables storage, playback and archiving of the entire interaction.
Larsen & Toubro Infotech Limited announced that they have signed a definitive agreement to acquire GDA Technologies and all of its design centers in the US and India.
Following its service management optimization solutions for Service Desk, Westbury's Service Management Intelligence and Context Manager are now available for ServiceCenter customers. In addition, Westbury has entered into an agreement to exclusively distribute ServiceCenter solutions of former Peregrine partner Techport Thirteen.
ClickSoftware announced the successful deployment of its optimized scheduling solution, ClickSchedule, to the Geek Squad 24-Hour Computer Support Task Force.
TARGUSinfo announced Enhanced Call Detail services for the telecommunications market. Enhanced Call Detail increases the valuable call information telco providers can provide their subscribers, thereby increasing subscriber growth, reducing churn and curbing customer support costs.
Maximizer Software will announce that system manufacturer TigerStop LLC has replaced Salesforce.com with Maximizer Enterprise. TigerStop cites high price, limited channel management functionality and integration difficulties in their decision to move from on-demand to in-house CRM Software.
DreamFactory announced Carousel, a team tool designed to automate the building and sharing of recurring business presentations. Carousel enables "continually improving meetings" with dynamic presentations connected live to any performance metrics.
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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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 Research Notes (more)
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 White Papers (more)
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Telecom CRM, e-Commerce & Analytics Market to Reach $1.3 Billion in 2010 - A new study from telecom market research and consulting firm Dittberner Associates predicts resurgent growth in the market for CRM and related customer assurance software.(CRM2day)
|  | | Microsoft Joins HP in New Enterprise Blitz - The new Microsoft-HP collaboration, geared toward enabling business customers to shift toward the next generation of data centers, will focus on five key areas: messaging and unified communications; content management; business intelligence; business process integration; and core infrastructure.(CRMDaily)
| | | Automated Voice Messaging - The Newest Customer Contact Innovation Produces Superior Results in Collections, Customer Care, and Marketing(Soundbite)
| | | Selling Skeptics on the Value of Customer-centric Master Data Management - Skeptics are defined as individuals who question the validity or truth of things that most people accept, and when it comes to technology advancement, skeptics are truly the most challenging of audiences to convince.(Siperian)
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 Case Studies (more)
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AFLAC Increases Efficiency With etalk - AFLAC purchased e-talk Recorder and etalk Advisor. The integrated system enables call center supervisors to set up automatic recording times based on a specialist's schedule, something that was impossible with the old completely manual system.(etalk)
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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.
| | | 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.
| | 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
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| CRMAdvocate Stock Index |
| CRMSI | 59.53 |  | 0.08% |
| Dow Jones | 12,454.97 | | 0.55% |
| Nasdaq | 2,460.50 | | 0.06% |
| S&P 500 | 1,427.68 | | 0.33% |
| Top Gainers |
| Witness | 19.05 | | 19.05 |
| ICT Group | 33.11 | | 0.63 |
| SPSS | 30.47 | | 0.53 |
| Top Losers |
| Amdocs | 37.28 |  | -0.55 |
| Oracle | 17.69 | | -0.46 |
| Verint | 34.63 | | -0.29 |
| Complete Stock Index |
| As of close 12/12/06 | |
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