 OUR TAKE -
New Hungrier Standards
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| Lasting Impressions:
Don't bother just to be better than your contemporaries or predecessors. Try to be better than yourself.
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William Faulkner
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Here is an unscientific discovery for you to ponder. A discovery that could keep your customers in the fold, fend off competitive moves, and redefine your customer experience standards.
I have recently asked for a few quotes for work to be performed. In the past, I may have had to schedule an appointment days or even a week in the future. Now, it seems people are able to show up the same day or, at the worst, the next day. They are obviously not at full capacity. They are looking to secure the business sooner than later.
Meeting and/or exceeding expectations is one way to increase customer satisfaction. After years of missed expectations, I predict we will see a measurable rise in customer satisfaction indexes this year as organizations are better equipped to be "at the ready."
The real test will be to see if organizations can maintain the expectation as business conditions improve or if they slide back into "business as usual." That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| ATG | 2.2 |  | 0.35 |
| RightNow | 8.02 | | 1.19 |
| SupportSoft | 2.06 | | 0.2 |
| Convergys | 8.2 | | 0.48 |
| Unica | 4.82 | | 0.27 |
| Chordiant | 3.04 | | 0.14 |
| Salesforce | 30.72 | | 1.39 |
| ClickSoftware | 2.43 | | 0.11 |
| NetSuite | 7.39 | | 0.3 |
| SAP | 37.55 | | 1.39 |
| SPSS | 27.18 | | 0.8 |
| Oracle | 17.62 | | 0.41 |
| NICE | 19.57 | | 0.44 |
| Amdocs | 18.04 | | 0.36 |
| Pegasystems | 14.18 | | 0.25 |
| Teletech | 7.71 | | 0.12 |
| APAC | 1.5 | | 0.02 |
| Sykes | 16.44 | | 0.21 |
| Tekelc | 13.05 | | 0.15 |
| Epicor | 3.63 | | 0.01 |
| LivePerson | 2 | | 0 |
| CDC | 0.81 | | 0 |
| Vignette | 7.6 |  | -0.01 |
| Interactive | 6.96 | | -0.03 |
| ICT | 4.4 | | -0.08 |
| Rainmaker | 0.99 | | -0.02 |
| Selectica | 0.47 | | -0.01 |
| HP | 35.09 | | -0.94 |
| eLoyalty | 3.05 | | -0.26 |
| Astea | 2.48 | | -0.22 |
| NCR | 10.44 | | -1.79 |
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As of 3:59 p.m. on 2/6/09 |
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 NEW IN CRM
News: Unica Sees Continued Momentum for MarketingCentral
Unica announced continued customer momentum for its on-demand marketing resource management (MRM) solution, MarketingCentral. Recent adopters of MarketingCentral include Invesco Institutional, McKesson Corporation, Kahala Corporation, MoneyGram International, Standard Insurance Company, Sabre Holdings, and Transamerica, among others. MarketingCentral helps mid-sized companies, individual marketing teams and departments, internal and external agencies, as well as global marketing organizations streamline marketing project work, improve visibility with executives, and increase productivity.(Unica
)
News: Amdocs CES 7.5 Self-Service Offerings Help Service Providers
Amdocs announced new enhancements to its CES 7.5 self-service software in the areas of e-commerce and e-billing. The company also announced the availability of the Amdocs E-Billing Start Pack, which combines self-service e-billing software with product-specific implementation services. This announcement reflects Amdocs' continued investment in its self-service offering to address the needs of service providers in today's difficult business environment to dramatically lower costs, while growing revenue and delivering a better customer experience.(Amdocs
)
Article: Stairway to Sustainability: Key Steps for Business Longevity
The latest headlines are testament to the fact that some businesses have decided the only way to survive the economic downturn is to slash costs. The difference is, while some have taken a strategic approach to cutting budgets, for others it is a knee-jerk reaction that could prove more costly in the long run. So how can you ensure business sustainability when the credit crunch has less bite? (MyCustomer
)
News: Impact 360 for Retail Financial Services Deployed by SunTrust
SunTrust Banks is implementing Impact 360 for Retail Financial Services – a workforce optimization solution specifically designed for retail bank branches – from Verint. SunTrust will deploy the forecasting and scheduling solutions to help optimize staffing levels for both tellers and platforms/sales areas across its entire network of over 1,600 branches. The tool provides a forecast of customer traffic patterns and demand in branches, and then cost effectively schedules branch staff to meet client needs. The solution is designed to help branch managers design schedules based on forecasted activity as well as employee skills and scheduling preferences. Managers also can respond real-time to changes in plan, such as unexpected absences, by modifying schedules to best meet service levels.(Verint
)
Article: Make Marketing Your Megaphone!
The game's winding down and you've got a 30-point lead. The home-court vibe only adds to your confidence. "What the heck," you say. "Let's give the fans a show." You dribble past the defense and pass the ball over your opponent's head to your teammate—who, alas, was ogling a cheerleader on the sideline. The ball goes out of bounds—but you can absorb the misstep. When the game's headed into the final minute with a tie score, though, a wrong move is far less acceptable. "When the economy's good," says Renan Levy, president of direct marketing solutions provider Intellidyn, "everything sticks." Everything, however, is subjective. In good times, he adds, "[Companies] say, ‘I don't need profiling. I don't need modeling.... I'm happy with my results.... It's good enough for me.'" Customers now are coming to him with the same or decreased budgets and expectations even higher than they were before.(DestinationCRM
)
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