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                  CRMAdvocate Today - June 11, 2007


  "OUR TAKE" (more)

  6/11/07 - Attitude's Cost
One of the recurring themes I hear from people on both sides of the CRM equation is that customers just want to feel they are important and that someone really cares about them. This is such an important concept that the value of great product and even great service can be dramatically diminished by a cavalier attitude. Conversely, poor product and poor service can be greatly enhanced by an attitude of caring and compassion.
 
To continue the discussion about airline customer service, one reader wrote, "My airline experience (and I fly a lot) is opposite. I find that the low cost airlines like Southwest tend to treat their customers better than the high-priced carriers. I have platinum status on a couple of airlines and they treat me well, but I find that they are cavalier about letting folks know when there is a delay, how long it will REALLY be, why, etc. I just hate being treated like a mushroom. So I don't think bad service and low cost go together and in fact it is often the opposite."
 
If that is the prevailing wind, maybe an organization can really be low cost and high service because a compassionate heart and caring spirit are not something you buy. Reminds me of a credit card commercial . . . Priceless!
 
Gary Lemke, Publisher
(Share your thoughts)
 

  TODAY'S NEWS (more)

eOn announced the immediate availability of Business Connect, a business-class VoIP service offering tailored specifically for small businesses. Business Connect is a hosted business class telephone service alternative to traditional telephone systems or expensive Centrex services from traditional telecommunications solution providers.

Oracle announced the launch of its Oracle Enterprise Taxation Management software suite. Oracle Enterprise Taxation Management is a commercial off-the-shelf software solution that enables tax and revenue authorities to optimize revenue collection.

Although 50 percent of alliances and partnerships fail to meet objectives, no analytical technology has been available -- until now -- to assess the efficacy of these arrangements. AllianceAnalytics announced the release of the software, Partner Value Optimizer (PVO), for generating business intelligence and analytics data to evaluate and optimize the full range of partnerships and alliances.

Clarabridge introduced its Content Mining Service (CMS), a software-as-a-service (SaaS) offering of commercialized text mining. In addition to being able to purchase and internally deploy Clarabridge's Content Mining Platform (CMP), enterprise customers can now gain the same business benefits by using CMS, Clarabridge's hosted service via the Internet, on a subscription basis..

Callidus Software announced that Safety-Kleen has selected Callidus Software's SPM software solutions. Safety-Kleen is implementing Callidus TrueComp Manager, TrueInformation and TrueResolution software modules to improve the company's sales performance, and align sales compensation with corporate business objectives.

Exstream Software announced that Achmea is implementing the company's Dialogue enterprise document automation software across 16 business units to streamline document creation processes and provide value-added communications for its customers.

Vignette's Web solutions are helping NASA engineers and scientists connect and share information online, as the federal agency designs its next generation of space vehicles for the Constellation Program.

Pegasystems announced it has signed a technology alliance agreement with IDS Scheer to promote an integrated solution based on the award-winning SmartBPM suite and the market-leading ARIS platform from IDS Scheer.

Nottinghamshire County Council has selected the rostrvm Contact Centre application suite as the foundation of its new Customer Service Centre.

Sage Software announced that Qqest Software Systems has achieved a return on investment from its customized Sage SalesLogix CRM and Sage MAS 90 ERP implementation. Qqest experienced a 28 percent revenue increase upon initially deploying Sage SalesLogix and integrating it with Sage MAS 90 ERP.

 FEATURE WEBCAST (more)

"FieldCentrix for Microsoft Dynamics CRM - The Clear Leader in Field Service Management"

, , Astea

For companies that specialize in field service of any kind, long-term success comes from more than just "doing the job". By providing great service - with maximum responsiveness, efficiency, and consistency - businesses can increase customer satisfaction and lower operating costs. That's where Astea comes in...

  

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