 OUR TAKE -
Everything's Gonna Be All Right
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| Lasting Impressions:
I'm for success, not perfection. Never give up your right to be wrong, because then you will lose the ability to learn new things and move forward with your life.
-
Dr. David M. Burns
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With the dismal stock market, soft holiday sales, rising unemployment, and the real estate meltdown, maintaining an optimistic viewpoint take a little effort. For many, that may be a gross understatement.
But guess, what? Everything's gonna be all right. Yup, you heard it first here.
How do I know? I know the fundamentals are called the fundamentals for a reason. They work. It's about getting back to the basics of strategic planning, focusing on the creating lasting value, developing an extraordinary customer experience, spending every dollar wisely, focusing on core competencies, keeping priorities aligned, and doing the right thing, the right way, for the right reasons.
All that might sound like consultant blather. In my opinion, it is blather if not taken seriously. But if these fundamentals are seriously embraced and embedded in an organization, I can almost promise everything's gonna be all right. At least it will be bunches better than if the fundamentals are ignored. That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Epicor | 2.9 |  | 0.44 |
| Unica | 4.94 | | 0.73 |
| Pegasystems | 16.28 | | 2.4 |
| eLoyalty | 4.75 | | 0.58 |
| Teletech | 9.77 | | 1.15 |
| Rainmaker | 0.65 | | 0.07 |
| Convergys | 6.23 | | 0.67 |
| Chordiant | 2.32 | | 0.24 |
| RightNow | 6.92 | | 0.7 |
| CDC | 0.83 | | 0.08 |
| ICT | 4.53 | | 0.42 |
| ATG | 2.21 | | 0.19 |
| NICE | 23.07 | | 1.95 |
| NCR | 7.28 | | 0.61 |
| Oracle | 15.09 | | 1.24 |
| SAP | 33.78 | | 2 |
| Amdocs | 16.8 | | 0.97 |
| HP | 27.04 | | 1.51 |
| Sykes | 14.63 | | 0.75 |
| Tekelc | 11.9 | | 0.6 |
| Salesforce | 32.49 | | 1.6 |
| Interactive | 8.2 | | 0.28 |
| NetSuite | 8.81 | | 0.3 |
| Vignette | 5.9 | | 0.2 |
| LivePerson | 1.76 | | 0.05 |
| SPSS | 23.89 | | 0.43 |
| Astea | 2 | | 0.03 |
| ClickSoftware | 2.8 | | 0.03 |
| SupportSoft | 1.79 | | 0.01 |
| Jacada | 2.5 | | 0.01 |
| Selectica | 0.3 |  | -0.02 |
| APAC | 1.75 | | -0.14 |
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As of 3:58 p.m. on 3/10/09 |
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 NEW IN CRM
News: Companies Give Away One-Quarter of Technical Service Support
Providers of communications and high-tech products and services give away, on average, 28 percent of the technical service and support they deliver to business customers each year, because they lack insight into what customers are entitled to receive, Accenture research has found. The research consisted of two simultaneously administered online global surveys, one for providers and the other for customers. It explored the state of business customer service in the communications services, communications equipment, electronics and high-tech industries. The research uncovered another sizable problem. Nearly 30 percent of business customers surveyed are considering switching to another provider because they are dissatisfied with the quality of customer service they receive. (Accenture
)
News: Frost Bank Chooses Allegiance to Drive Retention and Loyalty
Allegiance, a provider of voice-of-the-customer solutions, announced that Frost Bank, one of the largest banking organizations in Texas, has selected Allegiance to help it drive higher customer retention and loyalty. Frost is using Allegiance CustomerPulse and ActiveSurvey to listen to customers and actively monitor their needs. Frost chose Allegiance because of its experience in customer loyalty and engagement research, its technology, its experts and its cost-effective pricing model. (Allegiance
)
Article: The CCO & Company Sustainability
As companies take stock in their past customer strategies in order to set a new course to weather the economic storm, it would appear that the notion of having a senior executive amongst the senior ranks with a customer focus would be a prudent idea. Others, however, don't agree. Only a very small number of Fortune 500 companies have a CCO within their executive hierarchy, and even the companies that do have one run into issues when it comes to their authority and accountability. Issues may include overlap with the CMO, or one of reputation relative to those of their CFO or CIO peers.(CustomerThink
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Article: Mobile Marketing Seen as a Bright Spot in Downturn
Today companies are increasingly looking to prove ROI for their actions. Accountability and bottom-line impact are now required. For marketers looking to show results, the growing mobile marketing space offers promise, both as a measureable strategy and a platform that consumers won't abandon as times get tough. As we get deeper into economic turmoil, some consumers may have to make hard decisions, such as canceling their Internet service or shopping less. But according to a new Forrester Research report, most will choose to keep their mobile phones. "Cell phone service has become more a necessity than an option for consumers," says the report, Mobile Content: Smart Strategies in a Slowdown. Nearly 78 percent of survey respondents said they do not expect their budget for mobile phone service to change, and 11 percent expect to spend more money on mobile service.(1to1
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News: CDC Software Selected by a Leading Manufacturer in Mexico
Grupo Polak, a Mexico City-based chemical manufacturer, selected three of the CDC Software's process manufacturing and front office software solutions. This represents the fourth sales win in the last two months for Desarrollo de Recursos Estrategicos S.A. de C.V., CDC Software’s franchise partner in Mexico, which operates under the brand name CDC Software Mexico. Grupo Polak, a group of companies that manufacture adhesives, agrochemicals, asphalt coatings, and personal care products, selected CDC Factory, a manufacturing operations management solution, Ross Enterprise, an enterprise resource planning (ERP) solution, and Pivotal CRM, a customer relationship management system (CRM), for planned implementation at its plant in Tiaxcala.(CDC Software
)
Article: Finding a New Path to Customers
It's no secret that customers are more cautious now about how they spend. Likewise, gone are the days when marketing and sales got by with little insight into operations. Aiming to help companies determine what works, what doesn't, and what should be done, authors Antoine Leboyer, JeanClaude Malraison, and Peter Raulerson have packaged their experience working with multinational corporations into a new book, Building Routes to Customers. CRM's Assistant Editor Jessica Tsai spoke with Raulerson about the value of the book's "Routes-to-Market" approach (RTM). (CRM Daily
)
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here to see what you missed.
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