 OUR TAKE -
Taking a Transparency Hit
 |
| |
| |
 | Recent Editions of CRMAdvocate
|
| Lasting Impressions:
The strongest of all warriors are these two -- Time and Patience.
-
Leo Tolstoy
|
I must confess that crafting a transparency policy has been more difficult than anticipated. If transparency is something genuinely embraced, it shouldn't be that hard. Should it? My struggle is that I have not been able to pinpoint the reason why I'm having such trouble. Until yesterday.
The often insightful musings of Mark Hurst (of GoodExperience fame) finally enlightened me. He wrote: "Any company's ads that boast 'we're authentic' or 'we're for real' might indicate that the truth is exactly opposite. There's a good bit of pent-up frustration with the overuse and misuse of authenticity, or purported authenticity, in packaging and marketing."
To drive the point home, he offers: "If it is called fashionable on the packaging, it is not. Anything with the word 'classy' on it is not. Then there's 'gentlemen's club.' Or, 'We Get It.' This is also like people who start sentences with 'To be honest...'. Why? You're not usually honest?"
Do we become less transparent by feeling we have to have a transparency policy? Do people who might not have otherwise questioned our authenticity, honesty, genuineness, or whatever you want to call it, now feel less comfortable with us when they see a transparency policy? Maybe it is better to remain silent after all. That's my take. What's your take?
Gary Lemke, Publisher
|
|
|
Action Center
 Free Subscription
Submit Content
Industry Events
Webcasts
Archive
| Stock Ticker |
| eLoyalty | 8.31 |  | 0.41 |
| Rainmaker | 1.35 | | 0.04 |
| NetSuite | 10.28 | | 0.3 |
| Teletech | 13.29 | | 0.29 |
| Interactive | 12.29 | | 0.22 |
| Unica | 5.06 | | 0.09 |
| SAP | 39.59 | | 0.61 |
| Salesforce | 37.81 | | 0.51 |
| ClickSoftware | 5.29 | | 0.05 |
| NICE | 21.98 | | 0.14 |
| Chordiant | 3.45 | | 0.01 |
| Jacada | 1.97 | | 0 |
| Selectica | 0.35 | | 0 |
| Vignette | 12.92 | | 0 |
| SupportSoft | 2.18 |  | -0.01 |
| Oracle | 19.87 | | -0.1 |
| Sykes | 17.2 | | -0.13 |
| ATG | 3.47 | | -0.03 |
| Amdocs | 20.12 | | -0.19 |
| Epicor | 5.01 | | -0.05 |
| HP | 37.36 | | -0.38 |
| ICT | 8.86 | | -0.12 |
| SPSS | 32.3 | | -0.47 |
| Tekelc | 16.23 | | -0.24 |
| Convergys | 8.49 | | -0.13 |
| RightNow | 10.95 | | -0.21 |
| Pegasystems | 24.43 | | -0.57 |
| CDC | 1.35 | | -0.04 |
| NCR | 11.18 | | -0.37 |
| LivePerson | 3.03 | | -0.12 |
| APAC | 4.33 | | -0.32 |
| Astea | 2.15 | | -0.55 |
|
As of 3:59 p.m. on 6/23/09 |
|
 NEW IN CRM
News: Pegasystems Announces Customer Experience Management Software
Pegasystems announced a series of new software capabilities to help companies interact with their customers. The company claims these interactions can be more intelligent and efficient than they could with traditional customer relationship management (CRM) or Web portal technologies. As part of a new release of its Customer Process Manager™ (CPM) solution framework, Pegasystems added “adaptive intelligence” to dynamically capture and remember customer behavior. The system learns from customers who call or communicate requests and can proactively suggest the course of action to increase the probability of customer satisfaction. In addition, customer experience managers can track and visually map key “moments of truth,” the points at which long term loyalty is either achieved or lost.(Pegasystems
)
News: Aspect Training Program Pilot Helps SIRIUS XM Radio Improve
Aspect is helping SIRIUS XM Radio improve agent job satisfaction, performance, workforce optimization and customer interactions through the Management Impact Program, a training program for contact center managers from Aspect and Touchpoint Associates. SIRIUS XM Radio participated in a pilot program and is using the results to help standardize management training for multiple contact center locations around the world. Now, the company has the capability to lower agent tardiness, to increase sales and to lower costs for participants in the pilot program. (Aspect
)
 |
Live Help: The Power of Click to Call and Click to Chat The outlook is clear — people will continue to spend more time and conduct more business online — they need help at critical points in the process. Delivering live help at the right time can boost conversion rates, increase customer value and build loyalty.
Like many companies, however, you may be struggling with key decisions: Should you add voice or text chat to provide that essential "just-in-time" help? Where is the best place to start for the biggest ROI impact? Download this paper to understand:
|
News: New Verizon Voice Service Answers the Call
For customers who want the immediate benefits of a “cloud-based” customer contact solution without all the bells and whistles, Verizon Business now is offering its Web Center service in a voice-only package. Web Center Voice offers a cost-effective capability for businesses of all sizes to expand their customer contact operations without large capital investments. For example, small and mid-size businesses can quickly establish more customer interactions without having to invest in building out traditional call centers. Large enterprises can also benefit from the ability to increase customer contact personnel as needed, without having to expand or construct call centers in specific locations. (Verizon
)
Article: The Paradox of Marketing Automation
Marketers at most companies choose their campaign management tool in one of two ways. The first approach is to feel a pain around their ability to execute multiple, increasingly complex campaigns. They then figure that the right software can help ease this pain and go pick a software tool, have it implemented train their people and hope for the best. Not the best approach but one it is a road taken by many. This approach usually leads to regrets and recriminations, but that is to be expected. The second way is a little more thoughtful and deliberate.(CustomerThink
)
Article: The 5 Phases of Social Experience
The social experience is disjointed because consumers have separate identities in each social network. But social is about to evolve into a simple set of technologies that enable a portable identity, empowering a consumer to maintain her identity and making any Web experience and many in-store experiences a social event. This will radically change how we know business. This social experience will see five eras.(DestinationCRM
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
