 OUR TAKE -
And Now for Something New
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| Quote of the Day:
There are two types of people—those who come into a room and say, 'Well, here I am!' and those who come in and say, 'Ah, there you are.'
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Frederick L Collins
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You may notice a few changes in today's newsletter. At least I hope you do. We've been working hard behind the scenes to incorporate your input on what you like and don't like about this newsletter. Today, we start to unveil some of those changes and you will see even more in the near future.
Over the last three thousand editions of this newsletter, the amount of industry news has increased beyond our wildest dreams and we have done our best to provide the most complete coverage of everything CRM. Rest assured, we will continue to be your news source. But we also recognize you like to learn beyond the news. That is why we now will incorporate more thought leadership in line with the news.
So you will see fresher and more poignant articles, white papers, best practices, research notes and even chapter excerpts from books of interest. You will see more information on industry events (virtual and non-virtual) as well as case studies. And, we'll throw in a few specials now and again like interviews with industry pundits. So hold on for the next generation CRMAdvocate!
Gary Lemke, Publisher
(Share your thoughts)
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| Stock Ticker |
| RightNow | 12.75 |  | 0.78 |
| Oracle | 21.82 | | 0.97 |
| HP | 48.03 | | 1.68 |
| Sykes | 17.22 | | 0.6 |
| CDC | 3.57 | | 0.12 |
| Unica | 7.22 | | 0.23 |
| Teletech | 23.68 | | 0.75 |
| Chordiant | 4.69 | | 0.13 |
| NCR | 25.32 | | 0.69 |
| Epicor | 8.21 | | 0.21 |
| Amdocs | 32.2 | | 0.82 |
| SupportSoft | 3.68 | | 0.09 |
| Vignette | 11.83 | | 0.28 |
| LivePerson | 3.44 | | 0.07 |
| Nortel | 8.7 | | 0.16 |
| NetSuite | 22.31 | | 0.3 |
| Convergys | 15.9 | | 0.18 |
| ATG | 3.62 | | 0.04 |
| SAP | 50.71 | | 0.48 |
| NICE | 32.12 | | 0.28 |
| Salesforce | 67.29 | | 0.56 |
| Selectica | 1.44 | | 0.01 |
| Pegasystems | 10.61 | | 0.04 |
| ClickSoftware | 2.99 | | 0.01 |
| Intervoice | 6.29 | | 0.02 |
| Rainmaker | 3.58 | | 0.01 |
| eLoyalty | 7.53 | | 0 |
| APAC | 0.98 | | 0 |
| Astea | 4.55 | | 0 |
| Interactive | 12.68 |  | -0.01 |
| Tekelc | 14.7 | | -0.02 |
| SPSS | 41.98 | | -0.26 |
| eOn | 0.3 | | -0.02 |
| ICT | 9.52 | | -1.41 |
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As of 4:00 p.m. on 5/1/08 |
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 NEW IN CRM
Case Study: Todd Wheeler, owner of Concierge Colorado and Hospital Concierge of America, believes that top-level service is hard to find but also essential to the well-being and productivity of today’s corporate America. In fact, he’s dedicated a lifetime to communicating this message and has built several successful businesses around this devotion to excellence and care. In today’s highly competitive business environment, companies demand top performance of their employees to further the bottom line, however, the most successful companies understand that this dedication to service goes both ways. (Source: InfoStreet
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News: SugarCRM announced the beta release of new reporting and wireless capabilities for SugarCRM. The new reporting and analytics engine provides SugarCRM users with new insight into sales effectiveness and customer behavior. Revamped wireless capabilities deliver the SugarCRM user experience on mobile phones, including support for the BlackBerry and iPhone mobile handsets. (Source: SugarCRM
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Feature |
New CRM Success Handbook:
4 Research Notes from Gartner
focusing on CRM Best Practices
Improve customer service. Optimize lead-generation. Drive increased revenue. Learn how in the latest CRM research from Gartner that covers everything from effective sales force automation and contact centers to enhanced marketing processes and customizations.
Read the complementary handbook.
Made available by:
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Research Note: Traditional views of the contact center are very operational: people who work and manage in that environment have been trained to see what they do as expensive. Therefore, managers have always emphasized cost control. What they are measured on tends to be very activity-based: how many calls, how long the calls last, how many minutes of talk time per agent hour, and so forth. These are necessary and valuable measures and views. But they miss the very concrete benefits that contact center activities deliver to the organization overall. (Source: HigherGround
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Article: The idea for this essay came from a magazine article written by women to help men be more romantic. One section was titled, “Happy Valentine’s Day. Now Admit Defeat.” The notion here was that if guys do what they are supposed to do on Valentine’s Day…dinner, flower, chocolate, heart-shaped pancakes, etc…their female partners will think they are just doing it because they are supposed to. On the other hand, if men don’t do that stuff, they would be regarded as “cruel and bloodless.” It’s a no win. (Source: Kombea
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News: SCC Soft Computer (SCC) has implemented Soffront Knowledge Management System (KMS), a module of the company’s Soffront CRM solution. SCC, a Laboratory Information Systems (LIS) vendor, is using Soffront KMS to improve customer service and save time. (Source: Soffront
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Article: The traditional help desk is ill prepared to keep pace with ever-evolving business demands and challenges posed by an expanding regulatory climate. In this harried environment, midmarket CIOs need to manage the dual tasks of delivering business value and strategic services that satisfy their users. The initial steps to enable the necessary transformation are already underway. (Source: FrontRange
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News: Convergys released financial results for the first quarter of 2008 reporting revenue and EPS results ahead of expectations: The company had revenue of $716.4 million, reflecting double-digit revenue growth with international clients. Convergys also confirmed 2008 guidance of revenues of $2.85 to $3.0 billion and GAAP earnings of $1.31 to $1.36, per diluted share.(Source: Convergys
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