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1/3/08 - Happy New Year
- This is the first 2008 edition of CRMAdvocate Today and what better way to start than to wish you peace and prosperity in the coming year. There is always something about the changing of the calendars that moves people to reflect on what they did or didn't do in the last year and what they pledge to do in the year ahead. You know the feeling as resolutions.
For me, the problem with resolutions is not what I write on my list of goals for the year. It is the length of the list. It seems my eyes are bigger than my stomach and I find myself almost immediately overwhelmed by the number of things I hope to accomplish. With that in mind I want to share with you a single resolution to consider as it relates to creating customer experiences.
That's right. I'm going to give you a single resolution that can make the difference for not only the next customer you interact with but each and every one in 2008 and beyond. Before I tell you what the single CRM resolution is, I need to tell you the story about how I came to learn about it. I'll share the story tomorrow. Happy New Year.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Maximizer Software launched CRM Express Services, a suite of packaged professional services offerings tailored to help small and medium-sized businesses (SMBs) improve return on investment and measurably enhance business processes and productivity.
Telrex has announced CallRex Multi-Media Release 3.7 optimized for formal and informal call centers. CallRex Multi-Media software provides live monitoring of employees' computer screens, records screenshots, logs web activity, tracks emails sent and received, and provides comprehensive reporting on individuals and groups.
Residential broadband penetration in Western Europe is set to rise by 48 million households over the next six years, from 44 percent penetration at the end of 2007 to 71 percent by the end of 2013, according to a new study by Forrester Research.
SAP America announced that Pomeroy IT Solutions has selected the SAP Customer Relationship Management (SAP CRM) and SAP ERP applications to deliver industry best practices and integrate its financial, risk and compliance and audit-control processes.
NCR in partnership with ViVOtech has introduced a suite of contactless payment terminals for the point of sale (POS). These solutions enable mobile and contactless payment at a variety of customer touch points, including retail checkout, restaurant drive-thru and the diner's table.
Amdocs announced that Claro has deployed Amdocs Partner Settlement Manager to support content partnerships and help grow its value-added services portfolio.
Chordiant announced that it has entered into a Global Framework Agreement with a leading telecommunications company for a record €18.1 million or approximately $26.1 million at the exchange rate when signed.
Salesforce.com announced that Carlson has improved its operations and increased productivity of staff in 40 countries with Salesforce Software-as-a-Service (SaaS) CRM and Force.com Platform-as-a-Service (PaaS).
Swyx has been selected by The Consortium to replace their outdated TDM based system. The new SwyxWare pure IP telephony system was implemented by Swyx partner GP Telecoms. The new system will enable the company to capture all its customer calls, and reduce call waiting time during peak periods.
Unica announced the appointment of Paul McNulty to senior vice president and chief marketing officer. McNulty brings more than 20 years of technology and international marketing experience, having most recently served as vice president of worldwide marketing at Progress Software.
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 FEATURE WEBCAST (more) |
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"8 CRM Essentials"
Dan Chiazza, Director, Global Sales Operations, Harris Interactive
For the most successful companies, CRM is an area of continual innovation and assessment. And your CRM processes and technologies must keep pace with-or ideally stay ahead of-changes in your market and customer base. Whether you are searching for the right CRM technology for your business, re-evaluating your current use of CRM, or looking to derive more value from an existing investment, understanding the essential factors of CRM success can help you get the best results. This webinar highlights eight proven essentials distilled by over 30,000 global companies of all sizes and industry experts.
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| CRMAdvocate Stock Index |
| CRMSI | 60.50 |  | 0.61% |
| Dow Jones | 13,043.96 |  | -1.69% |
| Nasdaq | 2,609.63 | | -1.63% |
| S&P 500 | 1,447.16 | | -1.46% |
| Top Gainers |
| SAP | 50.73 | | 57.90 |
| HP | 49.65 | | 49.78 |
| NCR | 24.31 | | 47.99 |
| Top Losers |
| eOn | 0.51 | | 0.78 |
| Selectica | 1.79 | | 1.75 |
| Broadvision | 1.93 | | 2.20 |
| Complete Stock Index |
| As of close 01/02/08 | |
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January 28-31, 2008: 3rd Annual Call Center Summit - Leveraging Measurements And Technology To Drive Performance And Improve The Customer Experience - January 28 - 31, 2008* Colonnade Hotel Coral Gables* Miami, FL
|  | | February 20-21, 2008: Support Centre Showcase Sydney - Service Strategies Asia Pacific is preparing for its annual "Services Industry Best Practice Showcase" event in North Ryde Sydney, Australia, February 20 - 21, 2008. The Showcase will highlight best practices from SCP participating organizations and others. Topics include Breaking Through The Talent Barrier, Fuelling Organisational Growth Through Employee Engagement, Surviving and Thriving Through Huge Growth, and much more. Join us for the 2008 Services Industry Best Practice Showcase!
| | | March 26-28, 2008: Celebrating Customer Service Excellence - Celebrating Customer Service Excellence, March 26-28, 2008 at the Disney Yacht and Beach Club Resort in Orlando, FL. This is our premier customer service conference and will focus on the seamless collaboration between the back end of operations, adjacent departments and the front end customer experience.
| | April 20-23, 2008: Services Industry Summit - eService Strategies - 2008 Services Industry Summit - eService Strategies - April 20-23, 2008 - Charleston, SC - Details coming soon!
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"OUR TAKE"
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