 OUR TAKE -
Do You Want Loyalty?
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| Lasting Impressions:
In the absence of clearly-defined goals, we become strangely loyal to performing daily trivia until ultimately we become enslaved by it.
-
Robert Heinlein
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To many readers, my ideas about making the first move to modify the deal seem rudimentary and obvious. Secretly, you may be asking, "Gary, this is so obvious, why do you write about it?"
If this question is silently tossing between your ears, let me tell you what is tossing between this guy's ears. I too think much is intuitively obvious to many of our readers. But it needs to be repeated because there is so often a gap between what people believe about customer loyalty and what is actually put into practice. Perhaps making the first move and/or offering to modify the terms of an agreement does not make sense in your business today. But consider this:
Loyalty must be given before it is received.
What are you doing to give loyalty first? That's my take. What's your take?
Gary Lemke, Publisher
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Archive
| Stock Ticker |
| Interactive | 6.87 |  | 0.48 |
| NetSuite | 7 | | 0.3 |
| LivePerson | 1.97 | | 0.05 |
| ClickSoftware | 2.18 | | 0.04 |
| Unica | 4.9 | | 0.06 |
| Epicor | 3.54 | | 0.04 |
| Rainmaker | 0.99 | | 0.01 |
| Amdocs | 16.92 | | 0.11 |
| Teletech | 8.09 | | 0.02 |
| Selectica | 0.69 | | 0 |
| CDC | 0.79 | | 0 |
| ATG | 1.71 | | 0 |
| Astea | 2.5 | | 0 |
| Pegasystems | 13.57 |  | -0.01 |
| SPSS | 25.68 | | -0.05 |
| Vignette | 6.97 | | -0.04 |
| SAP | 35.38 | | -0.57 |
| APAC | 1.38 | | -0.03 |
| NICE | 19.19 | | -0.42 |
| Tekelc | 12.42 | | -0.31 |
| eLoyalty | 3.02 | | -0.1 |
| NCR | 12.55 | | -0.42 |
| HP | 34.75 | | -1.18 |
| Sykes | 16.71 | | -0.61 |
| Salesforce | 26.61 | | -0.99 |
| ICT | 3.88 | | -0.15 |
| Chordiant | 2.35 | | -0.1 |
| Oracle | 16.83 | | -0.76 |
| RightNow | 5.84 | | -0.31 |
| SupportSoft | 1.89 | | -0.12 |
| Convergys | 7.53 | | -0.63 |
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As of 3:53 p.m. on 1/30/09 |
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 NEW IN CRM
News: U.S. Financial Services Company Extends Investment in Verint
Verint announced that another financial services customer has extended its investment in Verint Witness Actionable Solutions’ workforce optimization (WFO) suite. The U.S.-based real estate finance firm already is implementing the next-generation Impact 360® Quality Monitoring solution and expanding its current Impact 360 Workforce Management software deployment. As part of its general practice, the real estate finance company acquires residential mortgages, home equity loans, and lines of credit originated by other mortgage banks and financial institutions. As its business has grown, so has the need to expand staffing and technology resources – including broadening its use of Verint’s WFO technology, which will now reach across the company’s enterprise and into back-office departments. (Verint
)
News: Control an Entire Phone System with Voice Commands
Users who want a speech-driven phone system for their small to midsized business now have a new option. Schmooze Communications and LumenVox, announced the general release of the Magic Button for Asterisk, the Open Source PBX. The Magic Button is a plug-in for Asterisk systems using the FreePBX interface that allows users to press a programmable button on a phone and issue speech commands to control the phone in an easy, intuitive manner. With the touch of the Magic Button, users can use their voice to make calls, set an away status, send and receive messages, and more.(LumenVox
)
Article: Right Channeling Every Customer Interaction
In these tough economic times, we can all agree that retaining customers is more important than ever. Forrester's March 2008 report, "Business Impact Of Customer Experience" found that a good customer experience correlates highly to loyalty—especially when it comes to consumers' plans for making additional purchases. When they examined how this might affect the annual revenue of individual companies, they found that customer experience quality could cause a swing of $242 million for a large bank and $184 million for a large retailer. Today there is enormous pressure on service organizations to deliver an exceptional customer service experience with the same amount or fewer resources than in days past. (CustomerThink
)
Article: Call Centers Should Invest in Service
Your most important investments are the time and effort you devote, in collaboration with your colleagues, to learning from customers what it takes to earn their trust. At a time when consumers are uncertain about the solvency of the institutions they have come to rely on, your dedication to service demonstrates your vision for your organization. (CRM Daily
)
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