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7/31/07 - Connect the Dots
Trust and loyalty. Care and compassion. These are four powerful words for the world of customer relationship management.
I have a homework assignment for you today. Take a minute to read what has been written about trust and loyalty. Next, compare that to what we wrote last month about care and compassion. Now tell me your thoughts about how the ideas work independently in your organization and how they correlate to each other.
It will only take few moments to review the readings. I imagine at least one big thought will come to mind right away. Please do share.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Teleformix is pleased to release version 2.8 of the ECHO digital recording solution. Upgrades to existing features include more dynamic capabilities within the call evaluations tools, in both focused searching and increasingly flexible evaluation creation.
GMT announced that its GMT Planet workforce management solution has enabled TDS Telecom to boost customer service quality and productivity levels.
Iceland's largest utility provider has selected ClickSoftware's ServiceOptimization Suite to consolidate management of its workforce, increase field technicians' productivity, decrease costs, increase quality of service and strengthen customer relationships. Orkuveita Reykjavikur (OR) is deploying ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze to ensure efficient and effective service delivery for more than half of Iceland's population in the Reykjavik region.
Oracle announced that Jenny Craig has expanded its relationship with Oracle to standardize on Oracle's Siebel CRM to help increase business growth, improve overall efficiencies and gain a 360 degree client view across all sales channels. Utilizing Siebel CRM, Jenny Craig will be able to automate business processes for sales, inventory, reporting, calendar and scheduling.
Talisma announced a partnership with Bucher & Suter, a 2006 Cisco Services Partner award winner. The companies will provide a solution that integrates Talisma's CIM suite with Cisco ICM using Bucher & Suter's Darondo MCAL (multi-channel application link) product.
iQor announced that it has implemented Aspect Unified IP, from Aspect Software, in its UK collections centre of excellence in Preston.
CosmoCom and Direct Talk, Brazil's contact center solutions provider using the hosted service or "Software as a Service" (SaaS) model, have inked a deal enabling Direct Talk to deliver hosted customer interaction solutions throughout the Brazilian market.
Business Objects rounded out its ever-broadening portfolio of advanced enterprise information management (EIM) solutions by unveiling Universal Data Cleanse (UDC), a new option from BusinessObjects Data Quality XI Release 2. UDC can eliminate knowledge shadows caused by non-customer or regional-specific data duplication or discrepancies.
Intervoice announced that as a direct result of joint sales efforts with a European network equipment provider it has secured a multi-million dollar contract with a large East African wireless service provider for its Media Exchange enhanced services platform. The initial order includes Voicemail for more than two million subscribers and Abandoned Call Alert while providing the capability to support multiple future applications including Missed Call Alert and VoiceSMS.
SupportSoft announced that Dealer Services Group of Automatic Data Processing is benefiting from SupportSoft software to provide ADP's network of nearly 25,000 dealers worldwide with superior customer service and technical support.
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 FEATURE WEBCAST (more) |
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"8 CRM Essentials"
Wendy Close, CRM Success Expert, salesforce.com
For the most successful companies, CRM is an area of continual innovation and assessment. And your CRM processes and technologies must keep pace with-or ideally stay ahead of-changes in your market and customer base. Whether you are searching for the right CRM technology for your business, re-evaluating your current use of CRM, or looking to derive more value from an existing investment, understanding the essential factors of CRM success can help you get the best results. This webinar highlights eight proven essentials distilled by over 30,000 global companies of all sizes and industry experts.
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| CRMAdvocate Stock Index |
| CRMSI | 59.45 |  | 1.03% |
| Dow Jones | 13,358.31 | | 0.69% |
| Nasdaq | 2,583.28 | | 0.81% |
| S&P 500 | 1,473.91 | | 1.01% |
| Top Gainers |
| SAP | 54.83 | | 1.96 |
| Interact Intell | 20.5 | | 1.22 |
| Amdocs | 36.96 | | 1.00 |
| Top Losers |
| ICT Group | 16.4 |  | -0.52 |
| Convergys | 18.35 | | -0.46 |
| NICE | 32.42 | | -0.40 |
| Complete Stock Index |
| As of close 07/30/07 | |
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"OUR TAKE"
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