OUR TAKE -  CRM's Fast Break     Recent Editions of CRMAdvocate 06.17.09    Am I Dreaming? 06.16.09    Thin is Not In 06.15.09    Catch Up to Transparency 06.12.09    Fear of Transparency 06.11.09    First Mover Transparency Equity 06.10.09    The Trend Against Secrecy     Lasting Impressions: With the gift of listening comes the gift of healing. - Catherine de Hueck Over time, it seems there are certain words that pop up in this column with frequency. Consider these: trust and loyalty as well as care and compassion. If CRM were a meal, one might consider such words as the bread and butter - the basic essentials.   A kind reader was reminded of these ideas when reading a CNN.com article entitled, Magic Johnson's Captivating Customer Service. And I want to share the story with you.   Magic Johnson of NBA basketball fame is now deep into business, finding success marketing to the urban consumer. He makes the point that it is about trust and respect in the urban market. One might think these are uniquely urban needs but I find trust and respect as universal as it gets. However, I did find it interesting how he, as a businessman, reached out to gang leaders. How's that for taking on the challenge of trust and respect?   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 ClickSoftware 5.58      0.42 Interactive 12.57      0.73 RightNow 10.88      0.47 Chordiant 3.77      0.16 Rainmaker 1.45      0.06 LivePerson 3.39      0.14 Epicor 5.21      0.17 Unica 5.22      0.17 Sykes 16.99      0.51 ATG 3.4      0.1 NetSuite 10.51      0.3 ICT 8.31      0.23 CDC 1.54      0.04 HP 37.42      0.58 Pegasystems 25.17      0.36 Salesforce 40.5      0.54 Oracle 19.94      0.25 Vignette 13.12      0.15 SAP 40.12      0.41 Teletech 13.65      0.13 NCR 12.07      0.06 Tekelc 16.32      0.07 Convergys 9.08      0.02 NICE 21.93      0.04 eLoyalty 7.51      0.01 SupportSoft 2.26      0 Astea 2.57      0 APAC 4.93      -0.02 SPSS 33.29      -0.2 Amdocs 20.68      -0.19 Jacada 2.11      -0.06 Selectica 0.36      -0.02 As of 4:00 p.m. on 6/17/09         NEW IN CRM   Article:    Social Shepherds Sometimes transparency has its limits. Richard Brewer-Hay, chief blogger for online-auction site eBay, might have learned that the hard way. “As most of you know,” he wrote on his eBayInk.com blog in early March, “I’ve been reporting eBay’s Quarterly earnings results via this blog and specifically covering the calls live on Twitter for the past three quarters…. I did it without checking with our Legal team first. Not the best strategy for your faithful corporate blogger and, after they found out, I had to meet with them to discuss my strategy and thinking behind the reports.”(DestinationCRM )   News:    NICE Offers Interaction Analytics Solutions as a Hosted Service NICE Systems announced the availability of its Interaction Analytics business solutions as a managed, hosted service, in addition to the already available on-premise deployment option. This offering enables organizations to leverage the full range of capabilities of NICE’s Interaction Analytics packaged business solutions. The solutions available through the new service are First Call Resolution Optimization, Average Handle Time Reduction, Churn Reduction, Collections Optimization, and Improving Customer Satisfaction. (NICE )   News:    Salesforce CRM Mobile Application Updated for iPhone OS 3.0 Salesforce.com has updated its Salesforce CRM Mobile application to take advantage of the new iPhone 3.0 OS software, offering new features including the ability to cut, paste and copy, clone records, create custom filters, manage tasks using a new calendar interface, and much more. Users can now also manage events with a new date-indexed view and a calendar-like interface as well as create custom mobile links on any object in Salesforce CRM.(Salesforce )   News:    Helpstream Introduces Spring Release With Community Networking Helpstream announced the spring release of its social customer service solution. The new release includes ActivityStream, a Twitter-like feature that allows users to subscribe to and follow their favorite experts in the community, and the first true enterprise application mashup that embeds Helpstream communities with Salesforce.com and Oracle CRM solutions. Helpstream’s new release enhances the social customer service experience by enabling customers within the community to easily engage based on interest, expertise and activity. (Helpstream )   News:    New Era Tickets Selects Interactive Intelligence New Era Tickets, a ticketing and digital fan marketing subsidiary of Comcast-Spectacor, has selected Interactive Intelligence to provide communications-as-a-service (CaaS) for its contact center to replace New Era’s Avaya system. New Era plans to roll out services by the end of July. When complete, the deployment will enable New Era to access all its contact center applications through its own network, with servers and equipment located at the secure Interactive Intelligence CaaS data center.(Interactive Intelligence )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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