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| Stock Ticker |
| Sykes | 25.66 |  | 1.22 |
| Rainmaker | 1.25 | | 0.04 |
| ICT | 16.47 | | 0.48 |
| CDC | 2.42 | | 0.07 |
| Teletech | 19.04 | | 0.54 |
| NetSuite | 13.99 | | 0.39 |
| APAC | 6.66 | | 0.15 |
| Convergys | 10.93 | | 0.24 |
| Tekelc | 15.25 | | 0.25 |
| Pegasystems | 28.62 | | 0.44 |
| Salesforce | 58.59 | | 0.78 |
| SAP | 46.6 | | 0.6 |
| Interactive | 16.36 | | 0.18 |
| ATG | 4.15 | | 0.03 |
| LivePerson | 5.18 | | 0.03 |
| SupportSoft | 2.4 | | 0.01 |
| NCR | 9.9 | | 0.03 |
| ClickSoftware | 5.06 | | 0.01 |
| Chordiant | 3.36 | | 0 |
| Selectica | 0.27 | | 0 |
| Astea | 3.39 | | 0 |
| Epicor | 7.48 |  | -0.06 |
| Oracle | 20.89 | | -0.2 |
| Amdocs | 24.39 | | -0.26 |
| eLoyalty | 7.71 | | -0.09 |
| Microsoft | 27.53 | | -0.35 |
| HP | 47.51 | | -0.65 |
| Unica | 6.56 | | -0.18 |
| Jacada | 1.74 | | -0.07 |
| RightNow | 14.6 | | -0.63 |
| NICE | 27.65 | | -1.69 |
|
As of 4:00 p.m. on 11/3/09 |
|
 NEW IN CRM
Article: Five Steps to Real Customer-Centricity
Many companies talk about customer-centricity. They talk about it in their annual reports, they talk about it in their analyst briefings, and their CEOs talks about it all the time when they are interviewed. But talk is all they do. A recent port on Customer Centricity: Discovering What Consumers Really Think of Customer Service by customer data specialists Dunn Humby shows the majority of companies score negatively for customer-centricity. This lack of customer-centricity is both a problem and an opportunity. It is a problem because it fails to leverage the customer-equity available to companies that become customer-centric. But it is also an opportunity because most companies are content with just saying that they are customer-centric in their annual reports, without ever actually becoming customer-centric. (CustomerThink
)
Article: The Case for Workforce Management
The most compelling argument is found in reduced overall operating expenses. More efficient scheduling is going to produce tangible and measurable benefits in other call handling metrics besides labor -- you'll have shorter ASA times, lower call abandonment, the need for fewer lines and fewer callbacks, shorter connect times, and so on. (CRM Daily
)
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When you give people the right information, you empower them to apply the best intelligence of the organization to the problems at hand, while also proactively planning and driving the business for tomorrow. By delivering business-critical data at the right time and in the right format, users gain the insight needed to make more informed decisions.
Learn how to drive your service enterprise to new levels of performance.
Register to attend "Business Intelligence for Service Organizations: Key Success Factors for Achieving Operational Performance" and receive a free white paper written by Thomas Lah: The Services Dashboard.
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Article: That's Not Fair!
The recession and near-collapse of the global economy have been at the forefront of people’s minds for the past year, placing a spotlight on the financial sector for all the wrong reasons. One regulatory body, the United Kingdom’s Financial Services Authority (FSA), wants to make sure that individual consumers aren’t lost in the shuffle of bailouts and loans. “In the U.K., we’ve had instances of selling problems in the retail market in which customers had not been treated fairly, which created tension,” explains Nausicaa Delfas, head of department, retail policy and conduct risk, for the FSA. (DestinationCRM
)
News: Convergys Contracts with Telecommunications Company
Convergys has won a contract renewal to provide tier one technical support for a Fortune Top 10 telecommunications company’s video offering. Over 1,400 full-time employees, including onshore, offshore, and agents working from home, will service the two-year, $71 million contract.(Convergys
)
News: StayinFront Announces Adoption of New On Demand CRM
StayinFront has reached agreements with two biopharma companies to deploy StayinFront EdgeRx. Announced only recently, StayinFront EdgeRx is an On Demand CRM solution.(StayinFront
)
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OUR TAKE -
The Biggest Hurdle
