 OUR TAKE -
Happy Earth Day!
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Once you have flown, you will walk the earth with your eyes turned skyward.
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Leonardo da Vinci
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Never has "being green" been more hip. Now, I'm not trying to make a point that CRMAdvocate enjoys some type of hipness that you need to be aware of but I do want to share a few thoughts about our little contribution of kindness to Mother Earth.
We have published more than three thousand email newsletter dating back to 1997 and we have never printed a single edition on paper. For those of you keeping score at home, this is edition number 3,024. I can only imagine spotted owl advocates thank us for not using the tons and tons of paper that would have been consumed had we decided to print on paper. And, of course, think of all the postal resources that would have been required to deliver the paper. We have always been electronic so postmen worldwide have a slightly lighter load as well.
Lest you think our motives are purely "eco," let me tell you our efforts were driven by customer demand. By being purely electronic, we deliver information to you more quickly since we are not limited by the process of printing and mailing. I hope you have enjoyed these benefits. Here's to Earth every day.
What are you doing to be green that is can also be customer friendly? That's my take. What's your take?
Gary Lemke, Publisher
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| Astea | 2.35 |  | 0.28 |
| Epicor | 4.97 | | 0.37 |
| Interactive | 11.59 | | 0.59 |
| Salesforce | 38.79 | | 1.83 |
| ClickSoftware | 3.47 | | 0.15 |
| Convergys | 9.75 | | 0.38 |
| Rainmaker | 1.04 | | 0.04 |
| Chordiant | 3.7 | | 0.14 |
| Oracle | 19.53 | | 0.71 |
| ATG | 2.98 | | 0.1 |
| Teletech | 13.1 | | 0.44 |
| RightNow | 8.26 | | 0.26 |
| Tekelc | 13.89 | | 0.43 |
| Sykes | 18.1 | | 0.52 |
| NCR | 9.51 | | 0.27 |
| Unica | 4.75 | | 0.12 |
| NetSuite | 12 | | 0.3 |
| ICT | 6.97 | | 0.15 |
| HP | 35.43 | | 0.75 |
| SAP | 38.29 | | 0.8 |
| LivePerson | 2.5 | | 0.05 |
| Vignette | 7.4 | | 0.14 |
| SPSS | 31.25 | | 0.33 |
| Amdocs | 19.45 | | 0.07 |
| APAC | 4.12 |  | -0.03 |
| NICE | 23.77 | | -0.29 |
| SupportSoft | 2.21 | | -0.03 |
| Pegasystems | 18.46 | | -0.36 |
| Jacada | 2.66 | | -0.17 |
| Selectica | 0.44 | | -0.03 |
| eLoyalty | 5.21 | | -0.51 |
| CDC | 1.15 | | -0.25 |
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As of 4:00 p.m. on 4/21/09 |
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 NEW IN CRM
News: Nortel Adds New Contact Center Solutions for Enterprises
Nortel has unleashed a host of new contact center products and services. Heading up the new offering is Contact Center 7.0 followed by enhancements to Nortel's interactive voice response solution, the Interactive Communications Portal (ICP) and added functionality to the company's Agile Communication Environment (ACE) platform. Highly redundant, Contact Center 7.0 is a native SIP-based solution with integrated unified communications (UC) capabilities and hundreds of new features, including integration with Microsoft Office Communications Server (OCS) 2007. (Nortel
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News: Direxxis Launches dmEDGE 4.0 Marketing Platform
Direxxis announced the latest release of dmEDGE, its distributed marketing platform that is delivered as a hosted web service. With dmEDGE 4.0, decentralized users can create, store, localize, execute and measure marketing and advertising communications in a self-service, closed loop environment. Non-technical end users can initiate, deliver and track compliant, localized marketing and advertising programs through the dmEDGE intuitive, permission-based marketing portal. (Direxxis
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Article: What is Social Media's Impact on CRM?
Within the ever-expanding world of social media, there's an abundance of wild enthusiasm about the potential for new applications and ways of conducting business. There is not, however, much in the way of bottom-line value for businesses and customers. Gartner research director Adam Sarner, the author of the firm's recent report, The Business Impact of Social Computing on CRM, believes that this could soon change - if companies learn how to more effectively leverage social media as a CRM tool that serves customer needs.(1to1
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News: COPC Inc. and SOCAP Unveil Multi-Industry Benchmarking Data
COPC and SOCAP released results of a multi-industry benchmarking study for customer care. The findings reveal detailed customer satisfaction data for the household/personal care, food/beverage, retail/consumer goods, pharmaceutical/ medical devices and travel/hospitality industries. Participants in the benchmarking survey include a range of more than 40 companies and key findings reveal 80%-plus utilize more than one support type but 21% don’t measure customer satisfaction. In addition, the study found that 24% measuring customer satisfaction do not consistently achieve defined performance targets and 33% use “temporary” agents to reflect the degree of seasonality in their business.(COPC
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Article: Luring Back Former Customers: Triumph of Hope Over Intelligence?
It is axiomatic in marketing and customer management circles that it is much more difficult and expensive to acquire a new customer than it is to retain an existing customer. Estimates range from five to fifteen times as expensive, depending on the industry and situation. This is a reason why companies ought to pay more attention to nurturing current relationships and ensuring that customers feel valued, whether by providing a great experience or by other means. Incidentally, happy customers can also be a great source of referrals and can help reduce the above mentioned high acquisition cost. Not much is written about the relative difficulty and expense of regaining lost customers. I suppose that also depends on the circumstances, but in some situations it may be not even be possible, because the customer has outgrown that need – think baby diapers. Understanding your customer may help you realize that and help you avoid spending money on futile efforts. (CustomerThink
)
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