 OUR TAKE -
What's Your Take?
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| Quote of the Day:
Clarity of mind means clarity of passion, too; this is why a great and clear mind loves ardently and sees distinctly what it loves.
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Blaise Pascal
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Thank you to everyone that responded with your initial thoughts to the changes we are making to this newsletter. As I promised, you will continue to see additional refinements based on your feedback in the upcoming days and weeks. In fact, we have already incorporated some suggestions from Friday into this newsletter.
We are excited about the changes and hope you share that enthusiasm. However, as much as I enjoy hearing words of praise and encouragement, I more appreciate the critical feedback and constructive suggestions. I certainly cannot guarantee that all feedback will be immediately incorporated but I can promise that we will take each suggestion seriously.
Later this week, I'll point out a few more changes in case you don't find them yourselves. Today, let me leave you with a new closing to this column:
That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| ICT | 10.44 |  | 0.92 |
| Chordiant | 5.05 | | 0.36 |
| APAC | 1.04 | | 0.06 |
| SupportSoft | 3.84 | | 0.16 |
| Rainmaker | 3.69 | | 0.11 |
| ClickSoftware | 3.08 | | 0.09 |
| eLoyalty | 7.73 | | 0.2 |
| Sykes | 17.66 | | 0.44 |
| Unica | 7.37 | | 0.15 |
| NetSuite | 18.81 | | 0.3 |
| Teletech | 23.85 | | 0.17 |
| HP | 48.36 | | 0.33 |
| NICE | 32.28 | | 0.16 |
| RightNow | 12.77 | | 0.02 |
| NCR | 25.33 | | 0.01 |
| Salesforce | 67.3 | | 0.01 |
| Pegasystems | 10.61 | | 0 |
| Interactive | 12.67 |  | -0.01 |
| Convergys | 15.79 | | -0.11 |
| Amdocs | 31.86 | | -0.34 |
| Epicor | 8.12 | | -0.09 |
| Astea | 4.5 | | -0.05 |
| SPSS | 41.48 | | -0.5 |
| Vignette | 11.67 | | -0.16 |
| SAP | 50.01 | | -0.7 |
| Selectica | 1.42 | | -0.02 |
| Oracle | 21.51 | | -0.31 |
| Intervoice | 6.2 | | -0.09 |
| Tekelc | 14.48 | | -0.22 |
| ATG | 3.55 | | -0.07 |
| Nortel | 8.49 | | -0.21 |
| CDC | 3.48 | | -0.09 |
| eOn | 0.3 | | -0.02 |
| LivePerson | 2.81 | | -0.63 |
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As of 4:00 p.m. on 5/2/08 |
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 NEW IN CRM
Book Excerpt: You don't need elaborate schemes or plans to reach your customers. You need a plan and you need to keep it simple. One of the most important resources a business can tap into is feedback from customers. Unfortunately, many businesses don't pro-actively collect feedback. Those that see the importance of feedback are challenged in how to develop appropriate ways of getting feedback and using feedback effectively. Read this excerpt from an upcoming book, "The ABC’s of Customer Retention."(Source: Integrity For You
)
News: SAP AG and Research In Motion (RIM) have joined forces to change the way people work, by enabling anytime, anywhere mobile access to SAP enterprise applications through the BlackBerry® platform. The first output expected from this new partnership is a native BlackBerry smartphone client that will use the SAP Customer Relationship Management application with core BlackBerry smartphone applications, including the BlackBerry Email, Address Book and Calendar applications. Organizations that already have the SAP CRM and the BlackBerry solutions deployed will require only basic user training and minimal incremental IT infrastructure investments. (Source: RIM
)
News: Vovici (voh-VEE-see), a provider of Enterprise Feedback Management (EFM), released the Vovici Community Builder module that will allow organizations to create and manage online community panels and provide a voice to customers, employees and other constituents. The Community Builder module leverages the survey capabilities of Vovici’s EFM Community product to provide companies a way to gather in-depth feedback.(Source: Vovici
)
News: Today at the SSPA Best Practices 2008 conference, Microsoft Corp. announced that it has enhanced its online self-service and internal support tool, Microsoft Automated Service Agent (ASA), with a variety of new features. ASA is a hosted solution that allows customers to interact in a chat-style session and ask questions in their own words to get answers. The solution helps to deflect support calls, guide users to the right answers, and serve as a knowledge resource inside the enterprise. (Source: Microsoft
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Research Note: Brand managers have long known that news—both good and bad—spreads quickly online. Now US consumers are using social media to share their customer care experiences. More than 70% of US Internet users surveyed in February and March 2008 said they used social media at least sometimes to learn about customer care offered when considering a purchase, according to a Society for New Communications Research study commissioned by Nuance Communications. (Source: eMarketer
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News: SupportSoft has acquired YourTechOnline.com, a provider of technology services. YourTechOnline's has the ability to deliver customer experiences with North American work-from-home agents to bolster SupportSoft's remote technology support experience. (Source: SupportSoft
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News: Sykes Enterprises, a provider of outsourced customer contact management solutions and services, announced financial results for the first-quarter of 2008. First quarter 2008 revenue was $203M and net income was $15.7M. Growth was split between new and existing client relationships at 55% and 45%, respectively, and remained broad based, with the top-40 clients representing over three-quarters of total revenues.(Source: Sykes
)
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