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| Stock Ticker |
| Astea | 2.45 |  | 0.35 |
| LivePerson | 3.24 | | 0.13 |
| Chordiant | 3.53 | | 0.13 |
| NetSuite | 11.66 | | 0.3 |
| Vignette | 12.31 | | 0.08 |
| NICE | 22.9 | | 0.15 |
| RightNow | 9.59 | | 0.04 |
| Convergys | 9.29 | | 0.02 |
| SAP | 41.24 | | 0.05 |
| ICT | 8.43 |  | -0.02 |
| SPSS | 33.17 | | -0.23 |
| CDC | 1.39 | | -0.01 |
| ATG | 3.31 | | -0.04 |
| HP | 34.22 | | -0.45 |
| Tekelc | 15.73 | | -0.23 |
| Salesforce | 39.65 | | -0.62 |
| Amdocs | 21.33 | | -0.36 |
| ClickSoftware | 4.07 | | -0.07 |
| NCR | 10.41 | | -0.18 |
| Epicor | 4.88 | | -0.09 |
| SupportSoft | 2.07 | | -0.04 |
| Oracle | 18.57 | | -0.37 |
| Unica | 4.49 | | -0.1 |
| Teletech | 10.54 | | -0.26 |
| Interactive | 12.1 | | -0.33 |
| Pegasystems | 24.38 | | -0.7 |
| Jacada | 2.39 | | -0.07 |
| eLoyalty | 7.33 | | -0.22 |
| Sykes | 16.25 | | -0.51 |
| APAC | 5.48 | | -0.27 |
| Rainmaker | 1.21 | | -0.12 |
| Selectica | 0.36 | | -0.06 |
|
As of 4:00 p.m. on 5/21/09 |
|
 NEW IN CRM
News: UserVoice Rolls Out Customer Feedback and Idea Generation Tool
UserVoice unveiled a white-label solution that embeds widgets and communities into web site for suggestions, voting, and user feedback. This integration moves companies one step closer to an “Ideas Anywhere” approach for customer engagement helping overcome the limitations of traditional customer feedback and idea generation. UserVoice provides hosted community sites where people share their ideas for how to improve a product, service, process, institution, or city. Users vote up the best ideas to give a clear picture of what they want in a fraction of the time and expense it would take with traditional solutions (e.g., emails, surveys, focus groups). Additionally, with users organized around specific ideas, organizations can easily respond to them as a group and create ongoing dialogue around specific issues, which is much more effective than the classic newsletter. (UserVoice
)
News: LiveTime Announces Geo Location Cloud Service for ITIL
LiveTime Software announced its new Geo Location service that enables service providers to track technicians and customers using LiveTime anywhere in the world. LiveTime Geo Location for Service Management allows organizations to offer advanced resource allocation based on a technician's specific location. The new Geo Location feature will be introduced in LiveTime 6.0 with an accuracy of 25 square miles from desktop computers and within 5 meters using LiveTime's forthcoming, native iPhone application available at the Apple Store via iTunes. (LiveTime
)
Article: Just a Chat Away
Sure, Web-based chat applications on your site represent a leap in customer service and sales technology. But let's not forget that the brick-and-mortar standards still apply. If an end-user is comfortable and finds your online rep trustworthy and predictive of his or her needs, the opportunities increase exponentially. Managing the conversation into a rich, personalized experience that adds value requires a deliberate style and tone-one that, while respectful, is perhaps more suited to instant messaging (IM) or text messaging rather than stodgy or overly formal communications. Here are five ways to help achieve that no-longer-elusive, optimal chat interaction.(DestinationCRM
)
Article: Customers - Without Them We Are Nothing
Sometimes the truth hits you so sharply and strongly that it becomes impossible to ignore. During a recent visit to the Doubletree Hotel in Madison Wisconsin Lior Arussy was fortunate to find himself chatting with Moria, the hotel’s assistant front desk manger about the hotel’s excellent customer experience. She said six simple yet extremely powerful words. “Customers – without them we are nothing.” Her tone was so matter of fact as if she were stating an obvious truth. (CustomerThink
)
News: Starbucks Renews Contract with Convergys
Starbucks has renewed its contract for Convergys’ relationship management solutions for a further two years to enhance its facilities support operations. Despite the internal customer service support it had in place, when its recent growth outstripped its internal contact center’s ability to provide cost-effective and efficient facilities support to its stores in North America, Starbucks turned to Convergys to meet this need. Working together, Convergys and Starbucks developed a facilities support tool to track every piece of equipment in each company-owned facility, follow repair orders, and support invoicing from approximately 1,300 service providers. (Convergys
)
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