 OUR TAKE -
Wear It in Style
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In matters of style, swim with the current; in matters of principle, stand like a rock.
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Thomas Jefferson
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"Well, everybody is doing it." That is one of my favorite phrases when talking with my kids when they ask for permission to do something they probably should do. It's my pre-emptive approach to the inevitable, "Susie is allowed to do it." If you have children or were one yourself at one time, I'm sure you relate.
The same is true with Social CRM. Many organizations feel they need to do "it" because they think everyone is doing "it." Here's a wake-up call. Not everyone is doing it nor should everyone do it. At a minimum, the justification to dive in should not be because "everyone is doing it." Consider this reader's input:
"I think it is very important for vendors to evaluate their place with regards to Social CRM. I listened to a great panel talk about social tools in business - who it is, and is not, good for. Just because it is in style, it does not mean everyone can wear it with style. I think before going any further, a better starting point is to discuss the basics. There are a lot of companies where this simply does not fit - yet some companies think it does. Not every organization can be an internet rock star."
That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| ICT | 7.18 |  | 0.73 |
| Jacada | 2.49 | | 0.19 |
| NCR | 10.01 | | 0.73 |
| Unica | 4.84 | | 0.32 |
| Convergys | 10.17 | | 0.57 |
| ATG | 3.11 | | 0.15 |
| Vignette | 7.95 | | 0.38 |
| Sykes | 19.87 | | 0.93 |
| SupportSoft | 2.36 | | 0.11 |
| RightNow | 7.38 | | 0.34 |
| Tekelc | 15.68 | | 0.58 |
| Chordiant | 3.3 | | 0.12 |
| Epicor | 5.41 | | 0.19 |
| ClickSoftware | 3.31 | | 0.11 |
| Pegasystems | 18.73 | | 0.62 |
| HP | 36.45 | | 1.03 |
| LivePerson | 2.55 | | 0.07 |
| APAC | 4.31 | | 0.11 |
| NetSuite | 13.75 | | 0.3 |
| Selectica | 0.46 | | 0.01 |
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| Salesforce | 41.47 | | 0.89 |
| CDC | 1.18 | | 0.02 |
| Amdocs | 20.76 | | 0.28 |
| Interactive | 11.74 | | 0.14 |
| Teletech | 13.32 | | 0.06 |
| Astea | 2.37 | | 0 |
| Oracle | 19.6 |  | -0.14 |
| NICE | 24.91 | | -0.22 |
| Rainmaker | 1 | | -0.01 |
| eLoyalty | 6.31 | | -0.19 |
| SAP | 38.46 | | -1.88 |
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As of 3:58 p.m. on 4/29/09 |
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 NEW IN CRM
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Article: Understand the Customer and Reap the Benefits
New research has revealed how the recession is impacting customers' buying habits and the motivations behind them. But, as Danielle Pinnington highlights, by understanding these changing habits, firms can improve their opportunities. It's common sense to us that if businesses can understand how the recession is impacting on the choices that shoppers are making in-store, then they are better placed to invest in the right marketing tools to protect their sales and margins from the worst of the recession. Right? (MyCustomer
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To help retailers accelerate their design and implementation of an enterprise data warehouse, Oracle introduced the Oracle(R) Retail Data Model, a standards-based data model for Oracle Database. The data model features a retail industry-specific schema complete with embedded retail-specific analytics to help retailers gain extreme intelligence into their business operations. Built for the Oracle Database platform including the HP Oracle Database Machine and HP Oracle Exadata Storage servers, the Oracle Retail Data Model is generally available and downloadable from the Oracle Technology Network (OTN). (Oracle
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NICE Systems announced new capabilities, which are available in its new NICE Perform release, that is part of NICE SmartCenter. NICE Perform 3.2 includes SIP-based recording and virtualization capabilities that help customers deal with current economic challenges by reducing the Total Cost of Ownership (TCO) while bolstering system performance, enabling them to remain fully compliant with internal and external regulations through call recording, quality management, including the newly introduced Quality Optimization solution and interaction analytics.(NICE
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Article: Is Your Customer Service Staff in Jeopardy?
If fewer customers are buying fewer things, does that mean fewer customer service employees can adequately serve them? The economic downturn has forced companies to make tough choices, none more difficult than the decision of whether to lay off employees. Many business leaders may be tempted to cut the customer service budget, but as a result may damage customer relationships by diminishing the experience.(1to1
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