 OUR TAKE -
New Class of Loyal Customers
 |
| |
| |
|
CRM Conferences and Events
|
What are you doing to stay current?
Are you looking to attend a world class CRM or Contact Center event?
Click here to see the most comprehensive list of industry events.
|
|
|
Feature your webinar here
|
| Lasting Impressions:
A government which robs Peter to pay Paul can always depend on the support of Paul.
-
George Bernard Shaw
|
I continue to test my theory that customer service is improving in these trying times by asking those around me if they see the same thing. In general, those in my informal survey concur that new hungrier standards (also read hungrier and better) indicate businesses are being more responsive to the needs of their customers.
Wait times to get a call center agent on the phone seem shorter. Store clerks seem a bit friendlier. Delivery times seem more reasonable. This may be one of the best times in memorable history to be a customer.
However, expectations beget higher expectations which beget greater potential for not meeting expectations. Common sense and past experience tells us that customer expectations are not always reasonable. Is this current environment creating a new class of customer that expects the unreasonable? In general, I don't think so. More to the point, I think a new class of loyal customers (those that spend in difficult times) can be the catalyst for evolving to a new generation of customer experiences.
Maybe they are now expecting treatment that should have been delivered all along. That's my take. What's your take?
Gary Lemke, Publisher
|
|
|
| Stock Ticker |
| ICT | 5.91 |  | 2.31 |
| eLoyalty | 4.88 | | 0.88 |
| Vignette | 6.86 | | 0.25 |
| NetSuite | 8.63 | | 0.3 |
| Astea | 2.54 | | 0 |
| Tekelc | 12.23 |  | -0.03 |
| ATG | 2.17 | | -0.01 |
| Teletech | 8.55 | | -0.11 |
| SAP | 31.69 | | -0.45 |
| Interactive | 8.77 | | -0.13 |
| Amdocs | 16.46 | | -0.29 |
| SPSS | 24.66 | | -0.45 |
| Oracle | 15.2 | | -0.34 |
| Sykes | 15.59 | | -0.37 |
| ClickSoftware | 2.88 | | -0.07 |
| Salesforce | 27.32 | | -0.68 |
| APAC | 1.81 | | -0.05 |
| Selectica | 0.35 | | -0.01 |
| Chordiant | 2.08 | | -0.06 |
| Pegasystems | 13.91 | | -0.42 |
| RightNow | 7.71 | | -0.24 |
| HP | 28.07 | | -0.96 |
| SupportSoft | 1.68 | | -0.06 |
| CDC | 0.76 | | -0.03 |
| Convergys | 6.18 | | -0.27 |
| Rainmaker | 0.68 | | -0.03 |
| Epicor | 2.68 | | -0.13 |
| NICE | 19.66 | | -1.44 |
| LivePerson | 1.74 | | -0.16 |
| NCR | 7.22 | | -0.7 |
| Unica | 4.11 | | -0.55 |
|
As of 3:51 p.m. on 3/2/09 |
| |
 NEW IN CRM
News: Citrix Unveils First All-in-One Screen Recording Service
Citrix Online, a division of Citrix Systems, introduced a screen recording, editing and sharing service. With GoView™ business professionals can create and share recorded content online, extending their presentation capabilities and impact beyond time and location. GoView enables recording, editing and content sharing in one simple to use service. GoView empowers everyone?from solo entrepreneurs to executives at large multi-nationals?to create, edit and stream presentations, webcasts, tutorials and other dynamic material to their audiences, anywhere at any time. (Citrix
)
Article: How Mature Is Customer Experience?
The total experience of a customer with a company is worth more than any one communication. Customers feel first, think second-and interactions with a company strongly influence their heart and produce a longer lasting impact than communications directed toward their heads. But how well does do companies deliver that experience? The Customer Experience Maturity Monitor, a qualitative and quantitative research study conducted by Peppers & Rogers Group, SAS and Jubelirer Research, addresses that issue in its first report, "The State of Customer Experience Capabilities and Competencies:"(1to1
)
Article: What To Do When Your Prospect Says, "Sorry, We Have No Budget"
We have learned in talking with our clients, especially during these difficult times, that the lament, "Sorry, we have no budget," is just a starting point for what can turn into a fruitful conversation that benefits both the seller and the buyer. As a senior executive or senior sales leader, how do you respond when your sales professionals tell you that their buyers are telling them that their companies have needs, that they'd like to do business with your company, but they have no budget for your products or services?(CustomerThink
)
Case Study: Delaware North Companies Parks & Resorts Enhances Service
With the global economy in recession, companies and consumers alike are tightening their belts. However, if a company cuts costs at the expense of customer service, the results can threaten both reputation and revenues. Delaware North Companies’ newest operating company, Delaware North Companies Parks & Resorts, relies on an on-demand hosted contact center from Echopass to help them with guest expectations and to meet business targets during an economic downturn. Delaware North Companies Parks & Resorts was founded in 1992 after winning the bid to service the U.S. National Park Service’s largest contract — Yosemite National Park. (Echopass
)
News: Inspired Gaming Upgrades and Expands Astea Solution
Inspired Gaming Group, a supplier of Open Server-Based Gaming technology, is planning to upgrade and deploy Astea Alliance version 8. With Astea's latest release, Inspired Gaming Group is looking to streamline and enhance business processes which they believe will result in more effective customer service and reduced maintenance costs. Astea Alliance will be deployed in both the Remote Fix and Field Service groups.(Astea
)
Article: The Numbers Tell the Tale
Statistics can be scary stuff. Absent of context, stats—like the ones scattered below—can stymie strategic thinking and wreak havoc on your company's short- and long-term planning. Your challenge is to keep that from happening. But scary they remain. To wit: According to one survey, 39 percent of companies admitted to laying off workers in 2008—and 23 percent said there'd be more downsizing in 2009. In fact, the United States unemployment rate hit a 15-year high in November; the number of temporarily laid-off workers hit a 17-year high.(DestinationCRM
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| |
| | |
