 OUR TAKE -
Not From Around Here
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 | Recent Editions of CRMAdvocate
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| Lasting Impressions:
Morality, like art, means drawing a line someplace.
-
Oscar Wilde
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I received many great comments regarding my story about Hoosier Hospitality. Let me share one with you . . .
"I am a Hoosier ex-pat and whenever I am in New York City, I often get comments that I'm obviously not a New Yorker. Wherever we are on our little planet, everyone has the opportunity to manifest some "Hoosier Hospitality" in their interactions. The fact that technology and the speed of change enables us to now leap beyond individual interactions and reach millions exponentially doesn't change the fundamentals."
Interestingly, I have had the same experience while visiting regions beyond. Boy, how far we have come when people are surprised by the fundamentals of hospitality. Boy, how far we have to go to get back to where it all started . . . and, in my opinion, where it belongs.
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Astea | 2.7 |  | 0.52 |
| LivePerson | 3.37 | | 0.17 |
| APAC | 5.15 | | 0.24 |
| ATG | 3.83 | | 0.17 |
| RightNow | 11.86 | | 0.51 |
| Unica | 5.49 | | 0.22 |
| ClickSoftware | 5.48 | | 0.2 |
| Pegasystems | 25.73 | | 0.87 |
| Tekelc | 17.15 | | 0.58 |
| NetSuite | 10.62 | | 0.3 |
| Sykes | 17.42 | | 0.47 |
| HP | 38.35 | | 0.8 |
| ICT | 9.19 | | 0.19 |
| Oracle | 20.66 | | 0.41 |
| eLoyalty | 7.76 | | 0.11 |
| Epicor | 5.32 | | 0.07 |
| Interactive | 12.66 | | 0.15 |
| Chordiant | 3.82 | | 0.03 |
| NICE | 22.8 | | 0.1 |
| Amdocs | 20.63 | | 0.07 |
| SAP | 40.07 | | 0.09 |
| SPSS | 33.55 | | 0.05 |
| NCR | 12.1 |  | -0.01 |
| SupportSoft | 2.27 | | -0.01 |
| Vignette | 13.06 | | -0.08 |
| Salesforce | 39.91 | | -0.25 |
| CDC | 1.51 | | -0.01 |
| Convergys | 8.86 | | -0.15 |
| Teletech | 13.46 | | -0.32 |
| Rainmaker | 1.37 | | -0.04 |
| Jacada | 2.02 | | -0.07 |
| Selectica | 0.33 | | -0.03 |
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As of 4:00 p.m. on 6/19/09 |
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 NEW IN CRM
News: Batteries Plus Selects Unica to Improve Online Insight
Batteries Plus has selected Unica NetInsight On Demand as its web analytics software solution. The retailer will use NetInsight to gain deeper insight into visitor behavior so that they can more effectively drive email marketing and pay-per-click (PPC) campaigns. Batteries Plus, which serves more than 1.5 million customers annually, is the nation's largest chain focused on the $24 billion battery category. With NetInsight, Batteries Plus will better understand and analyze visitor interest and in turn create and offer more relevant content. Additionally, Batteries Plus will leverage NetInsight's built-in web behavior data mart to understand usage patterns from traffic generated by next-generation mobile devices and entertainment systems such as the iPhone, Wii and PS3.(Unica
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Article: Progressive Thinking About Pricing
Progressive Insurance did it again. From the company that introduced competitive price comparison, now comes "make your own price". The company demonstrate commitment to customer experience as an on going innovative process and not as a one time destination. There is a restaurant in Tel Aviv with no prices on the menu. The owner asked customers to simply pay as much as they felt. He claimed that on the overall it was a more profitable way to do business. Although some customers took advantage of the offer and paid very little, the majority paid more than what he would have otherwise charged.(CustomerThink
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News: Travel Company Selects Iontas to Improve Customer Service
Iontas, a provider of business process optimization software, announced that one of the nation’s largest providers of travel solutions has purchased 500 licenses of its Event Focus software. The company chose Iontas Event Focus to capture key performance indicators (KPI) across its software applications used in multiple customer service centers, avoiding the cost of application integration. With this information, supervisors can take the appropriate actions to improve the quality of customer interactions and reduce the time it takes for each call.(Iontas
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Article: Reinvent Customer Experience with Social Interactions
Companies are increasingly adopting social networking and Web 2.0 functionality, typically engaging consumers and B2B customers to strengthen their brand images. Many companies are adopting "social CRM," integrating social functionality with CRM applications. There is also growing interest around "social commerce," which leverages social interactions with customers to target promotions and to both cross-sell and upsell. Few organizations, however, are leveraging social networking and Web 2.0 to collaborate across product development, marketing, sales, and service to foster innovation and knowledge-sharing, maximize revenue opportunities, and enhance the customer experience. (DestinationCRM
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News: QlikTech Deploys Salesforce CRM To Drive Growth
QlikTech, a Business Intelligence (BI) company, is using Salesforce CRM for a real-time view of its customer and partner relationships. Salesforce CRM has delivered operational improvements to enable QlikTech to scale with its growing workforce. QlikTech has received operational improvements such as auditable approval procedures and transparent revenue forecasting.(Salesforce
)
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