 OUR TAKE -
Keep the Torch Lit
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| Lasting Impressions:
Hard work spotlights the character of people: some turn up their sleeves, some turn up their noses, and some don't turn up at all.
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Sam Ewing
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For the last few months, I have written about how in this time of change, there is opportunity. And with opportunity, there is the need to do things to prepare for the "day after the storm" in order to exploit new growth opportunities. It's easy to buy into the strategy. But it isn't easy to see how to get the job done in the midst of doom and gloom realities. One reader wrote:
"When the demand is not there, I cannot afford to run a full team. I need to make sacrifices to keep the company running to be there for when the demand picks up again. It does mean keeping the best in the team, so that the torch remains lit and available to make the fire bigger when the time comes."
Indeed, keep the torch lit! (I call it staying in the game so you can be there for the day after the storm.)
That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| APAC | 1.86 |  | 0.34 |
| Interactive | 8.68 | | 0.47 |
| NetSuite | 8.65 | | 0.3 |
| Teletech | 8.4 | | 0.25 |
| Unica | 4.5 | | 0.1 |
| SupportSoft | 1.96 | | 0.04 |
| Pegasystems | 15.09 | | 0.23 |
| LivePerson | 2.02 | | 0.02 |
| ClickSoftware | 2.91 | | 0.02 |
| Salesforce | 25.93 | | 0.16 |
| ICT | 5.24 | | 0.03 |
| eLoyalty | 4.25 | | 0 |
| CDC | 0.83 | | 0 |
| Selectica | 0.39 | | 0 |
| Sykes | 15.32 |  | -0.02 |
| Convergys | 6.73 | | -0.05 |
| NICE | 20.84 | | -0.16 |
| Vignette | 7.04 | | -0.07 |
| Tekelc | 12.66 | | -0.14 |
| Amdocs | 17.98 | | -0.29 |
| RightNow | 8.04 | | -0.13 |
| SPSS | 26.75 | | -0.47 |
| Oracle | 16.83 | | -0.41 |
| NCR | 9.36 | | -0.23 |
| SAP | 34.05 | | -1.06 |
| ATG | 2.23 | | -0.07 |
| Chordiant | 2.5 | | -0.1 |
| Epicor | 2.71 | | -0.13 |
| HP | 31.39 | | -2.69 |
| Astea | 1.94 | | -0.2 |
| Rainmaker | 0.95 | | -0.11 |
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As of 3:59 p.m. on 2/19/09 |
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 NEW IN CRM
News: drugstore.com Customizes Online Shopping Experience with Chat
drugstore.com is using RightNow on demand customer relationship management (CRM) solutions to deliver customer experiences, while reducing costs in the call center. Faced with a tightening retail environment, drugstore.com has differentiated its customer care by using the RightNow solution to help its contact center agents provide timely and relevant information to customers, as well as web self-service so customers can help themselves. Now Beauty.com, a wholly-owned subsidiary of drugstore.com, is using RightNow Chat to provide customers with live, expert advice and recommendations when shopping.(RightNow
)
News: Alloy Software Introduces New Economic Incentive Programs
Alloy Software announced special price incentive programs for its software. These new offerings are geared to help small and medium-sized businesses weather the economy without forfeiting the opportunity to streamline and optimize their IT infrastructures.(Alloy Software
)
Article: Breaking Customer Service Tradition
Recessions are a difficult time to improve—let alone start—a traditional contact center. Companies of all sizes are looking for ways to serve consumers while remaining mindful. When Microsoft Live Labs launched its Photosynth product in August, the unit opted out of its parent company's large contact center. Analyzing uploaded photos, Photosynth looks for similarities to use in re-creating the photos' original environment, and then uses that as a canvas for displaying them.(DestinationCRM
)
News: Amdocs Announces Offerings for Growth Markets Around the World
Amdocs announced new and enhanced offerings to meet the needs of service providers in growth markets. These new offerings and enhancements to the Amdocs CES Portfolio are designed to enable service providers in both established and growth markets to introduce new products quickly, reduce risk and lower costs. Publicly announced wins and deployments in fiscal 2008 in these growth markets include: ANTEL (Uruguay), Bakcell (Azerbaijan), Bulgaria Mobitel, Cellcom (Liberia), China Telecom, China Mobile, among others.(Amdocs
)
News: Chordiant Teams With IBM for Solutions to Telecom
Chordiant Software has completed validation of its Chordiant Decision Management software for IBM’s SPDE Framework. As a part of IBM’s new framework, Chordiant’s centralized predictive decisioning software will help telecommunication companies implement revenue-generating services that optimize the customer experience. Chordiant Decision Management is an application for telecommunications that currently enables some of the world’s largest providers to improve customer satisfaction, reduce churn and increase profitability.(Chordiant
)
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