 OUR TAKE -
CRMAdvocate Stock Ticker
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| Quote of the Day:
A good leader is a person who takes a little more than his share of the blame and a little less than his share of the credit.
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John C. Maxwell
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Yesterday, I promised to highlight changes we are making to this newsletter. Today, allow me to direct your attention to the stock ticker in the left column below. If you paid attention to the old "stock block," you might have noticed we calculated an industry index similar to the Dow Jones Industrial or NASDAQ. When we started tracking the financial side of CRM over twelve years ago, it was exciting to see the index climb through the roof.
That was, until the day the Internet bubble burst. Since that time, the CRM stock index has struggled mightily to recover to its initial value. Through the years, the list of public companies has dramatically changed with the natural selection of mergers, acquisitions, delistings and failures. Through it all, the importance of the CRM stock index has declined but many of you have told us you still want an "at a glance" look.
So, now you can see the complete list of CRM-related companies in order of daily performance from best percent gain to worst percent loss rather than a summary of select gainers and losers. The ratio of green up arrows to red down arrows will give you an quick indication on where our market is heading. I hope you like the changes.
That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Salesforce | 69.37 |  | 2.07 |
| Rainmaker | 3.8 | | 0.11 |
| ClickSoftware | 3.16 | | 0.08 |
| eLoyalty | 7.91 | | 0.18 |
| NetSuite | 18.33 | | 0.3 |
| SupportSoft | 3.9 | | 0.06 |
| Tekelc | 14.6 | | 0.12 |
| Unica | 7.43 | | 0.06 |
| SAP | 50.31 | | 0.3 |
| Sykes | 17.72 | | 0.06 |
| Oracle | 21.55 | | 0.04 |
| APAC | 1.04 | | 0 |
| HP | 48.28 |  | -0.08 |
| RightNow | 12.73 | | -0.04 |
| Vignette | 11.63 | | -0.04 |
| Amdocs | 31.74 | | -0.12 |
| Convergys | 15.72 | | -0.07 |
| Teletech | 23.74 | | -0.11 |
| SPSS | 41.18 | | -0.3 |
| Intervoice | 6.15 | | -0.05 |
| ATG | 3.52 | | -0.03 |
| LivePerson | 2.78 | | -0.03 |
| Epicor | 7.99 | | -0.13 |
| Pegasystems | 10.42 | | -0.19 |
| NICE | 31.67 | | -0.61 |
| NCR | 24.79 | | -0.54 |
| Interactive | 12.39 | | -0.28 |
| Nortel | 8.3 | | -0.19 |
| Astea | 4.38 | | -0.12 |
| CDC | 3.37 | | -0.11 |
| Chordiant | 4.83 | | -0.22 |
| ICT | 9.96 | | -0.48 |
| Selectica | 1.35 | | -0.07 |
| eOn | 0.3 | | -0.02 |
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As of 4:00 p.m. on 5/5/08 |
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 NEW IN CRM
News: The Minneapolis 911 center has been awarded the "2008 911 Outstanding Call Center Award," a national award presented by the E9-1-1 Institute in Washington, D.C. The Minneapolis center was honored for its work during the collapse of the I-35W Bridge. During the first two hours after the collapse, the center received 505 emergency calls, including 51 from the scene of the bridge collapse. Although this was three times the normal call volume, the 911 center was able to communicate with emergency organizations from the City of Minneapolis and Hennepin County, responding with remarkable speed and professionalism. (Source: HigherGround
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Case Study: In 1998, Medway became one of the largest unitary authorities in England due to local government reorganization that united the previously separate administrative areas of the City of Rochester and the boroughs of Gillingham and Chatham. Under the Customer First program, Medway reviewed the range of existing technologies and divergent processes and realized the need to upgrade and consolidate inherited working practices and systems to maximize customer experience. The center provided the first point of contact via different methods, such as phone, email, or the web, for an increasing range of council services including street scene and environmental services, council tax, housing benefit and social care inquiries. (Source: Consona
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News: eLoyalty Corporation has reached several milestones associated with the build out of its Behavioral Analytics Managed Service by surpassing 50 million analyzed calls, 150 million recorded calls and 1,000 servers in its Managed Services infrastructure. (Source: eLoyalty
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Event: Verint Systems announced that its Driving Innovation global customer conference will take place June 1-4 at the Renaissance Orlando Resort at SeaWorld in Orlando, Florida. In addition to providing an opportunity to learn “best practices” from and network with other customers, attendees can take advantage of the more than 35 breakout sessions, “ask the experts” roundtables, a technology pavilion, and keynote presentations and discussions.(Source: Verint
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News: Autonomy etalk’s Intelligent Contact Center solution is a recipient of the 2008 CRM Excellence Award from TMC. The Ninth Annual CRM Excellence Award winners have been chosen on the basis of their product or service’s ability to help extend and expand customer relationships to become all encompassing, covering the entire enterprise and the lifetime of the customer. (Source: Autonomy etalk
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News: ATG has joined Bazaarvoice Radius, a program designed to accelerate the adoption of social commerce by brand marketers, direct marketers, agencies, and technology vendors. Through Bazaarvoice Radius, ATG now offers marketers an integrated social commerce tool that combines ATG technology with Bazaarvoice to deliver personalized, user-generated content. (Source: ATG
)
News: TeleTech has signed a two-year agreement with a large computer hardware, software, and peripherals company to expand technical support and customer management to U.S.-based consumers from locations in five additional countries. (Source: TeleTech
)
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