OUR TAKE -
Doubting is the Point - II
 |
| |
| |
 | Recent Editions of CRMAdvocate
|
| Lasting Impressions:
Guard well within yourself that treasure, kindness. Know how to give without hesitation, how to lose without regret, how to acquire without meanness.
-
George Sand
|
When I wrote earlier this week about the nature of many forms of social CRM are inherently built to be less than objective, I suggest that doubting in the point. Many of you agreed. Let me share a few additional comments.
"All reviews suffer from some degree of subjectivity, not just those on social media sites. The whole point of social media--and democratic discussion in its broadest sense--is to let us hear lots of voices. Some will be whackos, some will be shills, and some will have terrible judgment--but we all get to vote."
And another chimed in saying, "Humans are clearly biased, prejudiced and driven by our own self interests. Being sufficiently aware to, in essence, filter out those predispositions is a clear indicator of personal maturity. And how rare is that?"
Wow. Caveat emptor is more important than ever before. That's my take. What's your take?
Gary Lemke, Publisher
|
|
 |
Action Center
Free Subscription
Submit Content
Industry Events
Webcasts
Archive
| Stock Ticker |
| Pegasystems | 24.49 | | 7.13 |
| Tekelc | 16.89 | | 1.08 |
| Vignette | 9.02 | | 0.52 |
| LivePerson | 2.94 | | 0.09 |
| Salesforce | 44.9 | | 1.27 |
| NetSuite | 12.5 | | 0.3 |
| NCR | 10.63 | | 0.25 |
| CDC | 1.34 | | 0.02 |
| eLoyalty | 7.19 | | 0.06 |
| NICE | 25.1 | | 0.19 |
| Chordiant | 3.38 | | 0.02 |
| Oracle | 19.01 | | 0.04 |
| ATG | 3.49 | | 0 |
| Astea | 2.39 | | 0 |
| Rainmaker | 1.01 | | 0 |
| Selectica | 0.49 | | 0 |
| Jacada | 2.32 | | 0 |
| Amdocs | 21.52 | | -0.08 |
| ClickSoftware | 3.48 | | -0.03 |
| HP | 36.8 | | -0.34 |
| SAP | 38.49 | | -0.55 |
| RightNow | 7.86 | | -0.12 |
| SPSS | 30.67 | | -0.49 |
| Interactive | 11.47 | | -0.23 |
| ICT | 7.52 | | -0.23 |
| Convergys | 10.2 | | -0.38 |
| Unica | 4.8 | | -0.2 |
| SupportSoft | 2.17 | | -0.13 |
| Sykes | 18.31 | | -1.18 |
| Teletech | 12.36 | | -1.06 |
| Epicor | 5.14 | | -0.56 |
| APAC | 3.73 | | -0.57 |
|
As of 4:00 p.m. on 5/5/09 |
|
NEW IN CRM
News: ClickFox Announces Three Customer Experience Analytics Solutions ClickFox announced three new business solutions: CEA for Operational Efficiency, CEA for Customer Satisfaction, and CEA for Customer Retention. With the ability to effortlessly aggregate data from touch points and other analytics sources — such as speech analytics, web analytics, quality monitoring, agent scoring, work force optimization and beyond — ClickFox offers these solutions as cross-channel offerings. Specifically, the solutions consist of integrated software and services that provide customer experience mapping and analysis, business process reengineering, reporting and portals — enabling executive business case reporting along with the ability to monitor and measure the impact of cross-channel customer experience analytics leveraging the ClickFox CEA Enterprise 2.0 solution. (ClickFox
)
News: The Cleveland Museum of Art Tracking Satisfaction with SPSS Public institutions that rely on corporate sponsorships and renewed memberships know that steady attendance to ticketed exhibitions is also important to earned income. To better capture and understand feedback from its annual visitors, the Cleveland Museum of Art chose SPSS Inc. Predictive Analytics Software (PASW) to paint a better picture of their visitors’ overall experiences and improve marketing campaigns, heighten attendance and increase revenue.(SPSS
)
Article: Can Customer Strategy Work for Collections Late payments or no payments to creditors may be a fact of life for some people affected by the recession. For businesses, that reality thrusts the collections process to the top of their priority lists. Taking a customer-centric approach to collections may actually increase how much companies can recover from delinquent customers. Unemployment, bankruptcy, health insurance premiums, the rising price of necessities (food and fuel), and falling home values are the top five factors leading to current payment delinquencies, according to accounts receivable management consultancy Kaulkin Ginsberg. And Equifax's recent Credit Trends Monitor Report states that 7 percent of homeowners were more than 30 days late on their mortgage payment in January, up 50 percent from last year. Meanwhile, consumer bankruptcies continued to rise, with January 2009 figures 25 percent higher than January 2008. This illustrates what we all know: More people are falling into debt that requires collections action.(1to1
)
Article: How Brands Keep Thriving in the Downturn Even strong brands are vulnerable in a recession but by sticking to what you're good at and leaving customers in no doubt that you're the best, brands stand a better chance of survival. The CIM's Mark Stuart looks at the secrets to success from major names who are turning this plan to their advantage.(MyCustomer
)
Article: Customer Experience "Scope Creep" Creates Unprofitable Accounts Most marketers have heard or even quoted John Wanamaker’s assertion, "Half the money I spend on advertising is wasted; the trouble is I don’t know which half." Here is a not-so-old adage for your consideration: All the resources I continue to invest in an unprofitable account compound the loss; the trouble is I don’t know when the account became unprofitable. When the economy was growing a number of organizations began to look more closely at customer profitability initiatives in order to determine which accounts were actually profitable and which should be eliminated. Today’s economic retreat has created a customer shortage as consumers have cut back their spending. (CustomerThink
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |