OUR TAKE -  Transparency     Recent Editions of CRMAdvocate 05.14.09    Time for Transparency 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     Lasting Impressions: The farther backwards you can look the farther forward you are likely to see. - Winston Churchill Yesterday, I wrote that now is the time for more transparency as it relates to the maturity of Social CRM. While I want to stay focused on the topic of Social CRM, let me add an aside that most businesses can stand a healthy dose of more transparency in everything they do. But on the topic of Social CRM, let me offer a few guidelines for increasing transparency. Anonymous posts should be the exception. Transparency means the author should be accountable for their input. The customer/vendor relationship should be specifically stated. For instance, was the review based on an incentive or special consideration? Satisfaction ratings should be paired with a description of the customer's expectations. Include 'pros/cons:" No product is perfect so a balanced review is a more credible review. This is not an exhaustive list. Care to share your guidelines for a better Social CRM strategy?   That's my take. What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive   Stock Ticker ATG 3.41      0.2 eLoyalty 6.89      0.38 Chordiant 3.1      0.17 RightNow 8.09      0.39 Astea 2.94      0.14 APAC 5.49      0.22 NCR 10.46      0.38 NetSuite 10.97      0.3 Convergys 9.36      0.25 Unica 4.67      0.12 Epicor 4.88      0.12 Selectica 0.43      0.01 Oracle 18.46      0.39 HP 34.93      0.72 ICT 7.31      0.15 Teletech 10.49      0.2 Salesforce 39.77      0.76 CDC 1.22      0.02 SupportSoft 2.06      0.03 Interactive 11.14      0.16 ClickSoftware 4.26      0.06 Amdocs 20.39      0.24 Vignette 12.18      0.11 SPSS 32      0.25 SAP 40.55      0.29 Tekelc 15.58      0.03 Pegasystems 24.28      0.01 Sykes 16.87      -0.05 LivePerson 2.98      -0.02 NICE 22.38      -0.24 Jacada 2.3      -0.07 Rainmaker 1.03      -0.07 As of 4:00 p.m. on 5/14/09         NEW IN CRM   News:    New Version of SPSS Captures Voice of the Customer SPSS introduced PASW Data Collection 5.6 (formerly Dimensions), the latest version of its feedback management and survey research software. The use of surveys to capture “Voice of the Customer” across multiple touch-points is integral to bringing data about people’s attitudes into analytical decision-making. PASW Data Collection 5.6 introduces new data entry capabilities, an enhanced authoring interface suitable for the novice and the research professional, and new phone-based interviewing capabilities designed to shape the modern survey research call center. (SPSS )   Article:    Social Support for Software For Blake Kadatz, vice president of marketing for Vancouver-based marketing firm Antarctica Digital, participating in a social community requires faith. “The motto is, ‘By sharing your knowledge, you hope that others will reciprocate,’” Kadatz says, explaining that, when he finds a creative way to do something, he usually thinks to share it with the community. Why? Well, because when he’s in a slump himself, he wants to be able to turn to the community for help. It’s all about give and take. This give-and-take idea also benefits the host of the community. A well-managed forum can free up time and energy required for other customer service measures. (DestinationCRM )   News:    Independence Blue Cross Reaches New Levels of Customer Service Independence Blue Cross (IBC) has selected Pegasystems’ Customer Process Manager™ for Healthcare (CPM-HC) for its customer service desktop to deliver a higher level of service to its community of customers, members, physicians and hospital partners. IBC began using Pegasystems’ healthcare SmartBPM®-based solution frameworks last year to optimize its sales, underwriting, renewals and claims processing activities. In purchasing CPM-HC, IBC will be extending its Build for Change® capabilities from the back office into the front office operation, providing an end-to-end experience for its customers. (Pegasystems )   News:    U.S. Air Force Center Works with RightNow to Tap into the Cloud U.S. Air Force Personnel Center (AFPC) is moving its on premise RightNow (NASDAQ: RNOW - News) solution to a new secure, Department of Defense (DoD) SaaS solution. Released in April, RightNow’s new defense-ready SaaS offering meets levels of compliance and security. More than 100 AFPC agents provide information across multiple touchpoints to military and civilian employees of the U.S. Air Force. In addition, they monitor constituent feedback, disseminate consistent information, and update content to ensure relevancy. (RightNow )   Article:    Are You Getting the Most Bang for Your Marketing Buck? Perhaps the best way to think about marketing your way out of the recession is to look at the old 40:30:20:10 rule widely used in direct to customer marketing. It provides a simple framework with which to think about how you should be spending your limited marketing resources so that they reach the largest number of potential buyers. And let's not forget, the purpose of marketing is not to build a brand (customers do that), nor to win marketing awards (agencies do that for themselves), nor just to spend your marketing budget (you now who you are!); the purpose of marketing is to create a hot lead.(CustomerThink )   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