 OUR TAKE -
Transparency Policy
 |
| |
| |
 | Recent Editions of CRMAdvocate
|
| Lasting Impressions:
Trust, but look for the exits.
-
Mason Cooley
|
Do you have a privacy policy? The answer is most likely "yes." And why do you have one? Perhaps, it is because you value the relationship with your customers enough to give them a sense of trust and security that you will be a responsible steward of something that is important to them. I certainly hope that is the case. But as a minimum, you probably have one because of legislation or the fear of legal problems if you don't. In other words, it just not a good idea . . . it's the law.
But do you have a transparency policy? My guess, and it is only a guess, is that if I were to survey 100 of the largest web sites, only a few would have any written words regarding their commitment to transparency. More may be operating by an unwritten code of transparency, say perhaps corporate guidelines or such, but few have put their words online for the world to see.
But if a privacy policy is a cornerstone of building trust between provider and customer, would a transparency policy be anything less important to fostering trust? In my opinion, consumers are more likely to read a transparency policy than a privacy policy.
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
|
|
|
Action Center
 Free Subscription
Submit Content
Industry Events
Webcasts
Archive
| Stock Ticker |
| Rainmaker | 1.33 |  | 0.15 |
| Chordiant | 3.4 | | 0.29 |
| CDC | 1.4 | | 0.05 |
| Interactive | 12.43 | | 0.4 |
| NetSuite | 12.01 | | 0.3 |
| Pegasystems | 25.08 | | 0.54 |
| ICT | 8.45 | | 0.08 |
| APAC | 5.75 | | 0.03 |
| Amdocs | 21.69 | | 0.11 |
| Epicor | 4.97 | | 0.02 |
| Sykes | 16.76 | | 0.06 |
| NICE | 22.75 | | 0.08 |
| SAP | 41.19 | | 0.07 |
| eLoyalty | 7.55 | | 0 |
| Unica | 4.59 | | 0 |
| Oracle | 18.94 |  | -0.03 |
| SupportSoft | 2.11 | | -0.01 |
| Vignette | 12.23 | | -0.09 |
| SPSS | 33.4 | | -0.41 |
| Convergys | 9.27 | | -0.12 |
| Teletech | 10.8 | | -0.16 |
| Tekelc | 15.96 | | -0.27 |
| Salesforce | 40.27 | | -0.75 |
| RightNow | 9.55 | | -0.18 |
| ATG | 3.35 | | -0.07 |
| NCR | 10.59 | | -0.26 |
| Jacada | 2.46 | | -0.07 |
| ClickSoftware | 4.14 | | -0.14 |
| Selectica | 0.42 | | -0.02 |
| LivePerson | 3.11 | | -0.16 |
| HP | 34.67 | | -1.91 |
| Astea | 2.1 | | -0.37 |
|
As of 4:00 p.m. on 5/20/09 |
|
 NEW IN CRM
News: Unica Launches ROI Catalyst Program
Unica introduced a ROI Catalyst Program aimed at helping marketers implement interactive marketing solutions in their own environments. The Program consists of four distinct solutions that are built around specific business scenarios. The solutions, comprised of Unica products and services, are designed for rapid implementation using the customer's production data. The solutions include: Website Targeted Marketing, Website Remarketing, Event-Based Marketing, and Contact Optimization.(Unica
)
News: support.com Brings Remote Tech Support Services
support.com announced a partnership with SYX Services, a company that is an affiliate of, and provides management services to, TigerDirect.com and CompUSA, retailers of consumer electronics and technology products, to bring premium remote services to consumers online, in-store and via catalog. (SupportSoft
)
News: Woolworths Selects HP Neoview for Business Intelligence
Woolworths, Australia’s largest retailer and second-largest private employer, has chosen the HP Neoview enterprise data warehousing platform, along with HP consulting services, to increase operational efficiencies and improve insight into store operations. HP Neoview will enable Woolworths to better capture information from disparate sources and load it into a central repository. This provides the company with a single view of business information.(HP
)
Article: Re:Tooling -- Tech Solution: Knowledge (Management) Is Power
The knowledge management (KM) market continues to grow, as companies seek to enable their customer service representatives (CSRs) to locate specific product- or service-related information, answer any customer inquiries, and move on as efficiently—and as effectively—as possible. The goal is to achieve high end-user satisfaction and worker productivity by keeping agents from having to wade through incorrect documents or ones that may not have been updated. Boston-based firm AMR Research found that United States–based companies spent $73 billion on KM software in 2007, and spending was set to grow nearly 16 percent to an average of $1,224 per employee in 2008.(DestinationCRM
)
Article: Employee Experience Management
In CEM standpoint, employees behavior play determinative role in shaping brand experience. Employees – for example – at sales points answer customers' problems, share emotions, and improve the customer's experience. Many scholars believe that the concept of experience not only applies to external customer but also to internal customer. In black and white, firms have to "engage not only the body of employee but also their soul and mind.". In line with this fact, we can define employee experience as what employee received during their interaction with careers' elements that affect their cognition (rational acquisition) and affection (internal and personal acquisition) and leads to their particular behaviors.(CustomerThink
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
