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3/20/07 - More "BenchMarch" Madness
Yesterday's column ignited quite a bit of feedback on why customer satisfaction metrics tend to be "soft" causing management to often discount or simply ignore the figures. Today, I'll share one cynical retort that I'm sure will hit close to home for many organizations.
Here's a portion of the email: "Your column could be a transcription from my workshop training. Customer satisfaction surveys can: 1. Annoy customers with poor design, confusing questions, and an absurdly long survey. 2. Waste customers' time by asking useless questions. 3. Alienate customers by soliciting their feedback and then not acting on it."
The reader goes on to say, "Why would a customer complete another survey from you if you haven't done anything with the previous feedback, especially if it was a cry for help? Almost as bad, you might have acted on all the feedback, but never communicated your actions back to the customer base. The survey process does not end with the data analysis and management report. It doesn't end when you implement the findings." Indeed, the process never ends. Often we hear about programs like "Annual Customer Satisfaction Surveys." I often wonder if that means the company doesn't need feedback the other 364 days, 51 weeks, or 11 months of the year. Hmmm.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Almost 25.5 million personal records have been exposed to potential theft and fraud in the UK during the past year according to a new study from data management experts DQM Group. This equates to the same number of identity exposures as there are households in the land.
SpringCM announced SpringCM for Salesforce.com, available through AppExchange. The combined solution integrates the leading on-demand document management platform with the leading Customer Relationship Management platform at critical touch points in the sales process, helping Salesforce.com users accelerate deal closure, produce higher quality proposals and win more business.
West Texas National Bank has reported reduced costs and improved customer service as a result of deploying enterprise IP telephony software by Interactive Intelligence. The bank replaced nine different traditional TDM-based phone systems across distributed branch offices with the IP-based software, called Enterprise Interaction Center (EIC). The deployment and move to voice over IP resulted in a 93 percent reduction in long distance phone charges, and the elimination of over 70 phone lines, which equaled savings of about 37 percent.
TARGUSinfo announced the TARGUSinfo Business Services Portal, a multifaceted, Web-based offering to help cable operators, CLECs and other next-generation telephony providers win over the 8 million or so small and medium-sized business (SMB) voice subscribers in the United States. According to market research firm Yankee Group, SMBs spend a total of $62 billion every year on telecom services, including $150 to $1,500 a month or more on Internet access.
LiveTime Software announced a new partnership for the Irish market with Servaplex Ltd, a leading software solutions provider based in Dun Laoghaire, Co Dublin. Under the terms of the agreement, Servaplex will resell LiveTime Service Manager and LiveTime Help Desk throughout the Republic of Ireland and Northern Ireland.
Convergys announced it has signed a direct response contract with Rosetta Stone, the publisher of Rosetta Stone language-learning software. Rosetta Stone is relying on Convergys to handle high volume calls with quality agents and a routing platform that directs calls based on the unique campaign profile.
Amcat has become an accredited partner of market leading address management and data integrity solutions supplier, QAS, an Experian company. Under the new agreement Amcat will be able to deliver QAS's QuickAddress Pro technology embedded as part of its Contact Centre Suite solution.
DHL has completed the automation of its West Coast Distribution Facility in Riverside, Calif. The auto sort system upgrades now in place will allow DHL to increase letter-and-package throughput and provide customers with greater track-and-trace capabilities.
Tigerpaw Software and N-able Technologies announced a formal alliance designed to provide MSPs with the technology integration, as well as the education and support, necessary to successfully sell and deploy managed services.
Talisma announced that Talisma Chat and Talisma Email are the latest CIM products to be certified on salesforce.com's AppExchange.
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 FEATURE WEBCAST (more) |
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"Managing the (Unstructured) Information Overload in the Contact Center"
Chip Gliedman, VP, Forrester
Is your contact center overwhelmed by the amount of unstructured information at its disposal? Is this vast volume of information slowing processes? Proving impossible to analyze? Or even ignored? More than 80% of all data in a customer contact center is unstructured information such as telephone conversations, emails, word processing documents, online forums, paper documents and electronic forms.
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| CRMAdvocate Stock Index |
| CRMSI | 63.58 |  | 1.65% |
| Dow Jones | 12,226.17 | | 0.54% |
| Nasdaq | 2,394.41 | | 0.91% |
| S&P 500 | 1,402.06 | | 1.08% |
| Top Gainers |
| SPSS | 35.05 | | 1.05 |
| salesforce.com | 42.68 | | 1.05 |
| ICT Group | 27.86 | | 0.76 |
| Top Losers |
| Nortel Networks | 26.15 |  | -0.88 |
| Rainmaker | 8.49 | | -0.43 |
| eLoyalty | 18.15 | | -0.34 |
| Complete Stock Index |
| As of close 03/19/07 | |
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| (Feature)
Personalized Customer Care: It's More Important Than You Think - It's the great companies that are going a step further, adopting approaches that listen to the often overlooked voice of the customer, leveraging this feedback to implement more tailored strategies into the resolution process and, as a result, making the move from simple case management to complete, personalized customer care.(CRMBuyer)
|  | | The How, Why, and Where of Future I.T. - The biggest benefits of the new I.T. will be flexibility and scalability. And when it comes to the drivers of enterprise I.T. there will be less focus on the mechanics of providing I.T. services and more on the business of the enterprise.(CRMDaily)
| | | Gartner names the top marketing software vendors - Marketing Resource Management (MRM) isn't just for global enterprises anymore. As the technology matures, small and midsized companies are deploying it, according to recent research from Gartner Inc.(SearchCRM)
| | | A brave new way of looking at knowledge - My husband is a gamer. We have an Xbox 360, a Wii to play g-rated games with our 3 year old, and the PS3 is on his shopping list.(Kana)
| | | Master Data Hubs: Connecting Reference Data to the Enterprise - Institutional Banks are diligently looking to improve the automation of reference data management as part of an industry-wide effort to more accurately manage risk while cutting costs and improving the customer experience.(Siperian)
| | | Online Couponing 101 for Retailers - If I've learned one in my career in retailing and the Internet, it is that people love the opportunity to save money.(CouponCabin)
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"OUR TAKE"
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