 OUR TAKE -
Snarky Social Commentary
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It's a little like wrestling a gorilla. You don't quit when you're tired -- you quit when the gorilla is tired."
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Robert Strauss
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Yesterday, I wrote about the three wolf moon t-shirt marketed on Amazon as an example of how viral marketing can go bad. Many of you disagreed that it had not gone bad. Rather, it had gone good.
And many of you wrote to tell me the story has made the rounds on many mainstream media outlets (check out the LA Times version). And it has no less than nine Facebook pages devoted to it. Yes, for a simple t-shirt.
OK, why am I making such a big deal over a bunch of snarky online reviews? A couple reasons. One, it is a good example of the power of reviews. This T-shirt is the top selling apparel item on Amazon. Two, it is a good example of the fast, loose, and unpredictable nature of social CRM. And three, it's entertaining. Who says buying can't be fun?
Lastly, for transparency . . . I received no compensation for writing about the t-shirt. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| ATG | 3.65 |  | 0.16 |
| Interactive | 12.47 | | 0.48 |
| Salesforce | 37.77 | | 1.27 |
| NetSuite | 11.97 | | 0.3 |
| Selectica | 0.41 | | 0.01 |
| SAP | 42.45 | | 1.03 |
| Pegasystems | 26.74 | | 0.52 |
| Epicor | 5 | | 0.08 |
| ICT | 9.2 | | 0.14 |
| Vignette | 12.73 | | 0.15 |
| Oracle | 19.21 | | 0.22 |
| Teletech | 10.91 | | 0.12 |
| HP | 34.7 | | 0.36 |
| NCR | 10.89 | | 0.11 |
| eLoyalty | 7.3 | | 0.07 |
| Amdocs | 21.52 | | 0.2 |
| SPSS | 32.88 | | 0.14 |
| Tekelc | 16.06 | | 0.05 |
| Unica | 4.45 | | 0.01 |
| RightNow | 9.07 | | 0 |
| LivePerson | 2.95 | | 0 |
| Astea | 2.3 | | 0 |
| Sykes | 16.2 |  | -0.02 |
| APAC | 5.63 | | -0.02 |
| Jacada | 2.29 | | -0.01 |
| ClickSoftware | 4.02 | | -0.03 |
| Chordiant | 3.88 | | -0.03 |
| NICE | 22.65 | | -0.31 |
| SupportSoft | 2.15 | | -0.03 |
| Rainmaker | 1.37 | | -0.02 |
| CDC | 1.71 | | -0.05 |
| Convergys | 9.07 | | -0.28 |
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As of 4:00 p.m. on 5/28/09 |
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 NEW IN CRM
News: Pegasystems Announces New Cloud Offering
Pegasystems announced its new SmartPaaS™ Platform-as-a-Service (PaaS) offering to enable business people to develop and deploy business applications with all the benefits of cloud computing. This offering was developed with the support of Amazon Web Services (AWS) and Capgemini and packages Pegasystems’ technology with middleware solutions from IBM on the Amazon Elastic Compute Cloud (Amazon EC2).(Pegasystems
)
News: Financial Services Company Streamlines Back Office with Iontas
Iontas, a provider of business process optimization software, announced that a global financial services company with operations in over 50 countries has purchased 400 licenses of its Process Focus software. The company chose Iontas Process Focus to streamline its back office operations and help it to meet industry compliance regulations. The company recouped its investment in the Iontas software in less than six months.(Iontas
)
Join the ATG Webinar June 3, 2009:
Live Help - The Power of Click to Call and Click to Chat
New data proves that offering both Click to Call and Click to Chat on your Website is the best approach to maximize online sales and retention. But how should you get started? Would you benefit most from starting with live voice help or live chat? What "mix" of voice and chat makes sense for your business?
In this presentation, you will gain an understanding of:- Live Help: What it is, how it works and how it can lift online revenue
- Myths: Three false claims about live help - debunked!
- Getting Started: Why starting with click to call may be your best path to success
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Article: It’s the Experience, Stupid
If you're the head of customer service, customer satisfaction or customer loyalty, one can only imagine your confusion as you go down the road of improving the customer experience. Your job is to ensure service delivery to your customer is consistent, and meets your organization's exacting standards for quality. Happy customers are more likely to be loyal, and that means revenue. Links must be made between their actual experiences, and the experiences you want them to have, which means your customer-facing operations must reflect your company's brand, and vice-versa.(DestinationCRM
)
News: RehabCare Use Force.com Platform for iPhone Application
RehabCare Group has used the Force.com platform to build a custom healthcare application to run on its staff's Apple iPhones. Built in four days, the application is designed to enable RehabCare staff to shorten the time it takes to process patient prescreens from as many as 18 hours to less than sixty minutes.(Salesforce
)
Article: Comic Relief: Time for Random Acts of Service
"I made the joyous discovery that ten minutes of genuine belly laughter had an anesthetic effect and would give me at least two hours of pain-free sleep," wrote Norm Cousins in his best-selling book, The Anatomy of an Illness. Comic relief, concluded Cousins, could actually help patients get well. We have a challenging economy and customers are reacting with despair. What would Dr. Cousins recommend today? He would likely suggest that the features of customer service follow the same principles that make humor work.(CustomerThink
)
News: ASP Announces "Best Web Support"
The Association of Support Professionals (ASP) has announced the winners of its twelfth annual "Ten Best Web Support Sites" competition, an award that showcases excellence in online service and support. The 2009 winners include (in alphabetical order) six Open Division entries—-EMC Corp., Hewlett Packard (consumer), Juniper Networks, Mentor Graphics, Novell, and Verizon. In addition, four companies—Ariba, Articulate, Blackbaud, and TriZetto—were named winners in the Small Company Division.(ASP
)
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