OUR TAKE -  Time for Transparency     Recent Editions of CRMAdvocate 05.13.09    Just Like the Movies 05.11.09    Disgusting Social CRM 05.08.09    The New NPS in Social CRM 05.07.09    Average Ratings 05.06.09    Doubting is the Point - II 05.05.09    Honor a Teacher     Lasting Impressions: The happiest excitement in life is to be convinced that one is fighting for all one is worth on behalf of some clearly seen and deeply felt good. - Ruth Benedict Yesterday, I wrote how two different people reviewing the same product or the same service can have quite opposite opinions. Isn't it just like the movies when one person finds a show delightful while the person in the next seat finds it a total waste of time? Different opinions and different needs can create average ratings that tell you little about the opinions on each end of the spectrum - perhaps the opinions that mean the most.   We have talked about how product reviews can be dominated by the influential few and those who may be paid to pitch. Among this healthy dose of doubt, one might wonder if there is a place for social CRM.   Of course, the answer is a resounding 'yes.' But we are a distance away from maturity. Some may think we are in the toddler stage. And most would agree we are no further than the adolescence stage. So what will it take to mature? Yes, it will take time.   In my opinion, it will also take something I call transparency. More on that tomorrow. That's my take. What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive   Stock Ticker Astea 2.8      0.11 NetSuite 10.5      0.3 SAP 40.26      0.24 Jacada 2.37      0.01 Interactive 10.98      -0.02 Sykes 16.92      -0.15 Vignette 12.07      -0.14 Oracle 18.07      -0.31 Rainmaker 1.1      -0.02 Amdocs 20.15      -0.43 Teletech 10.29      -0.22 HP 34.21      -0.78 Selectica 0.42      -0.01 SPSS 31.75      -0.78 NICE 22.62      -0.6 Unica 4.55      -0.13 Pegasystems 24.27      -0.75 SupportSoft 2.03      -0.07 ClickSoftware 4.2      -0.15 RightNow 7.7      -0.35 ICT 7.16      -0.33 Salesforce 39.01      -1.86 Chordiant 2.93      -0.14 Tekelc 15.55      -0.8 NCR 10.08      -0.57 LivePerson 3      -0.17 ATG 3.21      -0.23 Convergys 9.11      -0.76 APAC 5.27      -0.44 eLoyalty 6.51      -0.64 CDC 1.2      -0.13 Epicor 4.76      -0.63 As of 4:00 p.m. on 5/13/09         NEW IN CRM   News:    Availability of SAP CRM and BlackBerry Solution SAP and Research In Motion (RIM) announced the availability of an integrated solution that provides anytime, anywhere access to the SAP® Customer Relationship Management (SAP CRM) application on BlackBerry® smartphones. The integrated solution leverages the inherent security, management capabilities and efficiency of the BlackBerry® Enterprise Solution, and introduces a number of innovations for mobile CRM, including instant access to Up-to-Date Information including contacts and sales leads.(SAP )   News:    Unica Enhances Capabilities for On-Demand Marketing Unica added new enhancements for its on-demand marketing resource management (MRM) solution, Marketing Central. Highlighted by a new Markup tool, the latest version of Marketing Central expands collaborative features for the thousands of marketers using Marketing Central to manage hundreds of projects every day. Marketing Central helps an organization's web and traditional marketing departments collaborate enabling them to manage reviews, feedback, and approval processes, ultimately building a better workflow. The end results are fewer review cycles, more consistent messages, less mistakes, and reduced rush charges for both on and offline campaigns.(Unica )   Article:    Fixing the Web's Multiple Personality Disorder When consumers traverse the Internet today, most do so as differing personas. They may visit Staples and LinkedIn as their business self, then go to Flickr and Facebook as their personal self, then go to Twitter and Travelocity where they blend the business and personal. Each site has its own profile and username and password. Having so many personas to manage can not only be confusing and time consuming, it can also discourage consumers from adding new websites to their Internet adventures. According to the new Forrester Research report The Future of the Social Web: Portable IDs catalyze a power shift to consumers, new technologies are emerging that will enable a portable identity. This one change could transform the Internet as we know it in several ways.(1to1 )   Article:    Are You asking the Right Questions From Your Customer Data? Because behavioral insight is about understanding the customer, many think its only benefit is in using marketing to influence the customer. But there are many other retail levers that you can target to affect customer behavior. (MyCustomer )   News:    SupportSoft Launches Performance Manager for PC Optimization SupportSoft announced the release of Performance Manager, its newest "do-it-yourself" tool that automates and simplifies routine computer maintenance, so end-users' PCs can keep running like new -- even as they age. Performance Manager leverages SupportSoft's innovative 'sync', authoring, and targeting technology for computer troubleshooting and repair -- allowing digital and managed service providers to personalize the solution to their customers' unique needs. The software is built to work behind the scenes, carrying out periodic, non-intrusive clean-up jobs that keep a hard drive spotless. Further, it provides easy-to-follow access to routine PC fixes and updates that can enable system applications to work more efficiently.(SupportSoft )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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