OUR TAKE -  The New NPS in Social CRM     Recent Editions of CRMAdvocate 05.07.09    Average Ratings 05.06.09    Doubting is the Point - II 05.05.09    Honor a Teacher 05.04.09    Doubting is the Point 04.30.09    Wear It in Style 04.29.09    Dominated by the Influential Few     Lasting Impressions: The important thing in science is not so much to obtain new facts as to discover new ways of thinking about them. - Sir William Bragg Does the Net Promoter Score (NPS) belong in social CRM? Hear me out on this one.   Yesterday, I wrote about the perils of average ratings - how they hide the polar views, either positive or negative, creating an "average average." In other words, a four star rating doesn't tell the prospective buyer much about the number of one star reviews and five star (out of five stars) reviews. But what if the rating was based on the net difference between promoters (high ratings) and detractors (low ratings)?   The NPS is not the perfect metric for its originally intended purpose but it does serve a purpose. I doubt it would be perfect for Social CRM but I contend along with other credibility-enhancing measures, it could be better than what we see on the Internet today.   That's my take. What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive   Stock Ticker LivePerson 3      0.17 NetSuite 11.15      0.3 Rainmaker 1.06      0.02 Vignette 12.24      0.13 SPSS 33.94      0.18 Astea 2.37      0 Teletech 11.79      -0.07 Unica 4.72      -0.06 Pegasystems 22.85      -0.38 Sykes 17.68      -0.34 SAP 37.5      -0.73 Jacada 2.35      -0.05 Selectica 0.47      -0.01 ClickSoftware 4.09      -0.09 RightNow 8.1      -0.19 NCR 10.38      -0.25 APAC 5.55      -0.16 SupportSoft 2.12      -0.07 Amdocs 20.97      -0.7 CDC 1.49      -0.05 Oracle 18.42      -0.64 Convergys 9.69      -0.41 Tekelc 16.11      -0.79 ICT 7.24      -0.36 Interactive 10.28      -0.52 HP 34.53      -1.8 Epicor 5.15      -0.27 Salesforce 41.18      -2.69 ATG 3.18      -0.23 Chordiant 3.17      -0.28 eLoyalty 6.25      -0.96 NICE 21.57      -4.23 As of 3:58 p.m. on 5/7/09         NEW IN CRM   News:    HP Helps Telecoms Manage the Customer Experience HP introduced three software solutions to help communications service providers manage the customer experience to create greater loyalty, especially among high-value customers. M-Tel, a provider of mobile services in Bulgaria, is one of the HP customers already conducting trials of these solutions. M-Tel expects to enhance the experience of its 5 million customers by resolving problems quickly and efficiently. Each of the HP solutions addresses specific processes in the customer experience management “life cycle.” These include detecting a potential problem, identifying the root cause, fixing the problem and preventing its recurrence. These HP solutions provide key OSS functionality and can form a complete customer experience management program when combined with proven HP NGOSS solutions and HP Solutions Consulting Services guidelines.(HP )   News:    Inquisite Survey 9.5 Offers Secure Online Survey Application Inquisite announced Inquisite Survey 9.5, making it easier to target online survey recipients and export fully-editable survey results into Microsoft Office applications for customized reports and presentations. Also new to Inquisite Survey 9.5 is automatic synchronization of a survey population with existing employee and customer databases. With this feature, the optimal survey population is easily created by defining the desired attributes of the population then importing groups of employee or customer records that match those attributes. (Inquisite )   News:    Hyperquality Evaluates Five Million Customer Calls HyperQuality reported that it has monitored and evaluated 5,000,000 customer interactions for quality. The company says that typically companies are monitoring only three to five customer calls per month, meaning there is no strategic data or validity. On the other hand, they evaluate more than 6,000 calls per day now.(HyperQuality )   Article:    Stop Cutting Prices! Retain Customers with Experiential Value A company's value proposition can't be carved in stone; it must be flexible and adaptable. The value we offer to customers is constantly changing, whether we intend it to or not. The challenge we face in business is ensuring that a large percentage of customers, and particularly those customers who are critical to our long-term success, view our value proposition consistently and as we intended, and that they see real value in it.(CustomerThink )   Article:    5 Ways to Bring the High Street Shopping Experience to the Web Online and in-store experiences will always provide different experiences for consumers but they must still complement each other to foster brand loyalty. Shopping on the web may well be quick and convenient but it's a world away from the sights and sounds of the store. However, as brands are built on customer loyalty, it's vital that the web experience can complement real-life shopping. Successful ecommerce should offer all the choices, personalisation and price promises you'd get in store, while capturing the right look and feel to suit your brand.(MyCustomer )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

Copyright (c) 2009 CRMAdvocate - 14059 Old Mill Circle, Carmel, IN 46032 (+1 317.810.9585)   All Rights Reserved.   Privacy Policy