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                  CRMAdvocate Today - December 18, 2006

 FEATURE WHITE PAPER (more)

Deploy Excellent Speech Self-Service in < 8 weeks

Speech self-service dramatically improves customer satisfaction while eliminating hold times all while maximizing overall business performance and ROI – learn how with Voxify’s new white paper.


  "OUR TAKE" (more)

  12/18/06 - More Corporate Sayings
I thought we were done with the corporate mottos but I continue to get feedback and input. So at the request of some of you, I'll continue one more time.
 
Many corporations don't call them mottos and maybe they aren't. However, most of us are at least somewhat familiar with Ford Company's "Quality is job one" and IBM's "Think."
 
Lastly, let me share a quote that anyone can internalize regardless of your position plan. On reader quoted Laurie McIntosh as saying, "You are serving a customer, not a life sentence. Learn how to enjoy your work." Do you enjoy being a part of the customer experience?
 
Gary Lemke, Publisher
(Share your thoughts)
 

  TODAY'S NEWS (more)

M2M Holdings announced it has signed a definitive agreement to acquire KNOVA Software, a provider of intelligent customer experience applications, in an all-cash transaction valued at $5.00 per share, or approximately $47 million.

Intuit and Electronic Clearing House have signed a definitive agreement for Intuit to acquire ECHO. Under the terms of the agreement, Intuit will pay $18.75 per share in cash in exchange for each share of ECHO common stock, including shares issuable upon exercise of options. The total purchase price is approximately $142 million on a fully-diluted basis.

Westbury announced that it has extended its solution portfolio solutions to integrate with Service Desk version 5.1. The new solutions allow customers running Service Desk software to optimize their service management environment.

Numara Software announced its capabilities and support for customers planning to introduce the new Microsoft Vista operating system to their IT environments. The company's products, which audit and track IT assets, are able to detect compatibility and determine readiness of hardware and software for the new OS.

The City of Tampa's Solid Waste Department has implemented the hosted version of Cincom Systems' Synchrony to improve customer service to its 80,000 residential and commercial customers.

Embarcadero Technologies announced that the Company, EMB Holding Corp. and EMBT Merger Corp. have agreed mutually to terminate their pending merger agreement. Under the terms of a Termination and Mutual Release Agreement, dated December 16, 2006, the parties have agreed to release any and all claims they may have against each other and that no termination fee would be paid by either party.

Cobweb Solution has chosen a new storage solution from EMC and MTI to support delivery of its managed services to customers on a 24x7 basis, while meeting fast growing customer demand and capacity requirements.

Convergys announced a 5-year managed services contract renewal with SunCom Wirelessto continue managing SunCom's billing operations.

Salesforce.com announced that the wealth management department of a large international bank standardized on salesforce.com to be the business web desktop for their relationship managers. The department is projected to receive an annual return on investment of 112% in a payback period of only 1.75 years, according to Nucleus Research.

eOn reported profitable first quarter fiscal 2007 results. Net income for the quarter was $40,000, or less than $0.01 per common share, compared to net income of $505,000, or $0.04 per common share in the quarter ended October 31, 2005.

 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
CRMSI58.91  -1.03%
Dow Jones12,458.98  0.03%
Nasdaq2,445.94  -0.60%
S&P 5001,425.41  -0.16%
Top Gainers
Witness18.45  18.45 
Nortel Networks23.35  0.53 
LivePerson 4.89  0.49 
Top Losers
ICT Group31.3  -1.81 
Amdocs36.46  -0.82 
salesforce.com38.98  -0.79 
Complete Stock Index
As of close 12/12/06
IRR Linkage
 

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White Papers (more)

(Feature) Deploy Excellent Speech Self-Service in < 8 weeks - Speech self-service dramatically improves customer satisfaction while eliminating hold times all while maximizing overall business performance and ROI.(Voxify)
Don't Be Shy About Making Conversational Marketing - Selling products and services through multiple channels offer a number of "touch-points" where information can be gathered from customers or potential customers.(Junction Solutions)
Qfiniti Assist Delivering Real Time Agent Support - This white paper reveals how etalk's powerful query tool Qfiniti Assist addresses the most common of contact center challenges--resolving problems in a timely manner.(etalk)
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)
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