 OUR TAKE -
Courageous is the Company
 |
| |
| |
 | Recent Editions of CRMAdvocate
|
| Lasting Impressions:
A day's impact is better than a month of dead pull.
-
Oliver Wendell Holmes
|
I admit it. I'm a data guy. I like metrics. I buy in to the idea that if you can't measure it, you can't improve it. And I believe that applies to improving the customer experience. However, we have covered many examples where metrics and processes seem to be detrimental to the customer experience. In response to the column about being turned on and tuned in, one reader wrote:
"Gary, the reader comments you highlighted today are absolutely spot on. Courageous is the company that delivers true service and puts the metrics second. For example, we have real-time data warehousing for up-to-the-minute stats, yet we always advocate service first - take care of the customer regardless of what it takes - and our own customers believe in the same process. There is no cookie-cutter solution - every customer, every scenario - all different. All you have to do is treat me like you care and I'm a happy camper! Why is that so difficult for people to grasp in this nickel-and-dime driven society?"
Where does a "whatever it takes" philosophy fit in the stack of business metrics in your organization?
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 |
| Selectica | 0.25 |  | 0.02 |
| Astea | 3.41 | | 0.07 |
| Microsoft | 29.36 | | 0.24 |
| Rainmaker | 1.45 | | 0.01 |
| Oracle | 22.04 | | 0.14 |
| Jacada | 1.59 | | 0.01 |
| LivePerson | 5.9 | | 0.03 |
| ATG | 4.32 | | 0 |
| ICT | 16.19 |  | -0.05 |
| Amdocs | 26.39 | | -0.15 |
| HP | 49.7 | | -0.3 |
| SAP | 47.33 | | -0.37 |
| Salesforce | 62.9 | | -0.63 |
| Tekelc | 14.79 | | -0.15 |
| NCR | 10.2 | | -0.12 |
| Sykes | 24.98 | | -0.3 |
| Convergys | 11.52 | | -0.15 |
| CDC | 2.44 | | -0.04 |
| Teletech | 19.49 | | -0.33 |
| Pegasystems | 31.66 | | -0.54 |
| SupportSoft | 2.37 | | -0.06 |
| ClickSoftware | 5.72 | | -0.16 |
| NICE | 29.04 | | -0.85 |
| Epicor | 7.22 | | -0.22 |
| NetSuite | 14.38 | | -0.44 |
| eLoyalty | 7.51 | | -0.24 |
| Interactive | 18.15 | | -0.69 |
| RightNow | 14.71 | | -0.56 |
| Chordiant | 3.18 | | -0.15 |
| APAC | 5.77 | | -0.29 |
| Unica | 6.74 | | -0.46 |
|
As of 4:00 p.m. on 11/12/09 |
|
 NEW IN CRM
News: Research Reveals Word-of-Mouth Campaigns on Customer Networks
Lithium Technologies announced initial findings from its collaborative research on the impact of customer networks on word-of-mouth marketing campaigns. The report was produced by Lithium’s chief scientist, Michael Wu, and researchers studying marketing and social media, including Barak Libai, of MIT Sloan School and the Leon Recanati Graduate School of Business in Tel Aviv; Eitan Muller, of New York University Stern School of Business and the Recanati School; and Renana Peres, of The Wharton School, University of Pennsylvania and Hebrew University of Jerusalem. Findings indicate that word-of-mouth campaigns executed across customer networks can increase product adoption by as much as 107 percent.(Lithium
)
News: Aspect Delivers New Quality Management Capabilities
Aspect announced the general availability of new quality management features in its Productive Workforce unified communications application for the contact center. New capabilities provide cradle-to-grave interaction tracking, enhanced security and compliance, improved alerting, redundancy, system management, and increased features for outsourcers, allowing for full-time call logging and quality recording in mid- to large-sized contact centers. (Aspect
)
News: Engagement Systems' Marketing Campaign Software Now Available
Engagement Systems, a marketing system integrated with Salesforce CRM,has become a certified Salesforce CRM AppExchange partner. Engagement Systems' initial releases on the AppExchange include ES-Basic, an entry-level system available as a free download. ES-Lite, for small businesses, and ES-Premium, for mid-size companies and larger enterprises, are also immediately available. All versions are embedded within the Salesforce CRM user screen for seamless and complete integration, eliminating the need for users to toggle between multiple platforms or tabs to execute marketing communications.(Engagement Systems
)
Article: Sales Hunters and Farmers Will Starve in a Sales 2.0 World
Despite centuries of discovery, salespeople are still cast in ancient agrarian terms as “hunters” or “farmers.” Organizations value aggressive hunters who dote on Big Corporate Game, compete for new major accounts, and ink million-dollar-plus deals. Hunt. Kill. Carve. Eat. Drool! Farmers, on the other hand, are installed-account focused. They’re patient, nurturing, and empathetic. Vision, without as much saliva. Even still, farmers are expected to grow cash crops, not weeds. Could any sales organization survive without them? The better question is can they survive with them, because these metaphors are dying. Today, such simplification no more reflects sales than it does food production. In the context of socially-empowered customers, thinking “hunters and farmers” jams salespeople into roles they can’t adequately fill, and forces processes that don’t match how customers buy. (CustomerThink
)
Article: Jetting to a Better Customer Experience
The airline industry as a whole has had to weather some turbulence in terms of customer satisfaction. Just how rough the ride has been is in the eye of the beholder, but the J.D. Power and Associates 2009 North America Airline Satisfaction Study recently found overall customer satisfaction with airlines in 2009 has declined for a third consecutive year. According to the study, the decline is exacerbated by decreased passenger satisfaction with in-flight services, flight crews, and costs and fees, when compared with 2008.(DestinationCRM
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
