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12/21/06 - CRM's Christmas List - Continued
Yesterday, I started a discussion about what the CRM needs for Christmas starting with gifts of YouTube and Sarbanes-Oxley. Read on for a continuation of the list and don't forget to add your own gift ideas.
Next, I think it would be great to have a methodology to measure the effectiveness of various CRM solutions so those looking to acquire such solutions could determine real value. Of course, mileage may vary because an effective solution could be rendered ineffective by a poor implementation. Sound familiar?
CRM needs a Santa Claus. Not really, but wouldn't it be great if CRM had a universally recognizable and respected individual that could be the spokesperson for all good things CRM? Do you know someone who should step up?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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HP announced that it has signed a definitive agreement to purchase Bitfone, a privately held software and services company that develops software solutions for mobile device management for the wireless industry. The acquisition is part of HP's strategy to grow its mobile enterprise business.
Aspect Software has released the Aspect Software Australian Contact Centre Index for the third quarter of 2006, which found that contact centres in Australia anticipate spending AU$385 million on human resources and technology in the fourth quarter of this year. Aspect estimates that Australian contact centres should wind up spending AU$1.9 billion on human resources and technology by the end of the year.
ServicePower's Field Service Solutions (FSS) Division announced that through coordination with its partner, KonaWare, the SERVICEMobility application from ServicePower FSS has been certified on the Binary Runtime Environment for Wireless (BREW) solution from QUALCOMM.
Mellon Romania announced that it's providing call center services to Automobile Dacia S.A., the Producer of Dacia and Renault in Romania, in order to leverage Dacia's direct marketing campaign on the new extended warranty or 0% interest rate leasing commercial offerings.
eLoyalty announced the results of its previously announced Rights Offering which included receiving subscriptions of approximately $38 million, a $20 million oversubscription of the Rights Offering.
Epicor announced that Samkwang Technical Plastics has selected Epicor's manufacturing enterprise resource planning (ERP) suite, Epicor Vantage, to further streamline its manufacturing facility in Korea.
Salesforce.com announced that The HoneyBaked Ham Company of Georgia has successfully deployed Salesforce SFA, Salesforce Marketing and downloaded applications from the AppExchange directory for 120 of their locations nationwide.
SupportSoft announced the appointment of Richard Mandeberg as Senior Vice President of Consumer Business Development. In this role, Mr. Mandeberg will be responsible for SupportSoft's relationships with partners offering the company's consumer technology support services.
TechTeam Akela SRL announced that it has received the Capability Maturity Model Integration Level 3 certification (CMMI-DEV STAGED v1.2) for projects where the TechTeam Akela methodology (Process Library) is used.
NCR announced that Mike Webster has been named vice president of the Self-Service Solutions, a new business unit in NCR focused on self-service growth in new industries, including travel, health care, public sector and gaming.
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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 | 58.65 |  | -0.10% |
| Dow Jones | 12,464.59 | | -0.10% |
| Nasdaq | 2,430.93 |  | 0.01% |
| S&P 500 | 1,423.70 | | -0.08% |
| Top Gainers |
| Witness | 18.34 | | 18.34 |
| SAP | 53.01 | | 0.96 |
| RightNow | 17.66 | | 0.59 |
| Top Losers |
| SPSS | 30.49 | | -1.10 |
| salesforce.com | 36.95 | | -0.67 |
| Interact Intell | 19.32 | | -0.31 |
| Complete Stock Index |
| As of close 12/12/06 | |
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