 |
|
1/11/08 - Ego Snaps
Ego Snaps are not a new breakfast cereal. It is my new phrase for you. I recently came across the term during an airplane flight when the flight attendant paid a bit of attention to me and I got a good feeling about the encounter. Later, I was told by the person sitting next to me that I had just been party to an "ego snap." When I said that I had never heard the term, the observer told me the phrase was spontaneously inspired by the encounter.
Hmmm. . . I was a bit skeptical that such a bland encounter inspired such a neat phrase. But a quick Google search suggested that it was not a widely used term. Even if it existed, I had never heard it before. I've had the opportunity to use the phrase over the last few weeks and I really like it. I continue to ponder my feelings about the encounter and what that means in the context of the customer experience.
The more I thought about it, the more I believe the customer experience is often biased by that feeling of an "ego snap." I believe there is real power in giving the customer an "ego snap" now and again. Here is the interesting thought that I want you to consider. How much of the time is the "ego snap" conscious versus subconscious? If the observer sitting next to me on the plane had not said that I just got an ego snap, would I have consciously realized what had happened? Probably not. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
|
|
TOP NEWS OF THE WEEK (more)
|
|
|
SpringCM announced the availability of SpringCM 4.1, the newest version of the company's document management and workflow software as a service. This new version offers enhancement to features that enhance business productivity, including major updates in search, advanced view and markup, preview mode and electronic signatures.
Oracle announced the availability of Oracle's Siebel CRM On Demand Partner Subscription option, which enables Oracle customers to extend their sales, marketing and services business processes to their partner ecosystem.
Autonomy announced that Inovis has used Autonomy's Intelligent Contact Center solutions to improve support staff training, resulting in a double digit increase of Level One Service request closures within a six-month period.
NCR and Experticity are collaborating to offer Experticity's customer-service platform with NCR EasyPoint self-service kiosks.
Cabinet NG set a new standard for SMB document management with the latest release of its flagship product, CNG-SAFE 6.0. CNG-SAFE 6.0 is the first automated document management system to provide all the cutting-edge capabilities SMBs need for successful electronic document management - advanced data protection, state-of-the art user interface and the ability to integrate with most third party applications.
NICE announced that two of the top-3 US banks have recently placed multi-million dollar orders for NICE solutions, including NICE Perform -- part of NICE SmartCenter, and for the enterprise fraud solution from Actimize, a NICE company.
Accenture has opened an Innovation Centre at Oracle's U.K. headquarters in Reading to accelerate the development, delivery and commercialization of innovative business solutions based on Oracle technology.
Ensim announced its support for Microsoft's highly anticipated Dynamics CRM 4.0, the multi-tenant version of Microsoft's customer relationship management (CRM) application.
Salesforce.com announced that the IBM Information Server Pack for Salesforce.com is now listed on the AppExchange.
The PerformanceEdge Group of Aspect Software announced its customer, ANWB (Royal Dutch's Roadside Assistance Service), is implementing the workforce management capabilities of PerformanceEdge in its two contact centers.
|
 FEATURE WEBCAST (more) |
 |
"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.
|
|
|
 Research Notes (more)
|
|
GET YOUR OWN COPY OF CRMAdvocate
|
Read Less. Know More. Still reading a forwarded copy?
CRMAdvocate is everything you need to know about CRM because we do the hard work for you consolidating over 40 sources of CRM knowledge into one, easy to read format.
- Click here for your free newsletter subscription.
|
|
|
|
 White Papers (more)
| (Feature)
What do you think of Remote Support? - Share your thoughts with us, win a free iPod! We invite you to participate in a 5-minute survey to help us identify key factors driving remote support needs for small to medium-size organizations. You are part of an important group of support professionals selected to participate in this survey and your opinion is very important to us.(etalk)
|
 Case Studies (more)
| (Feature)
Prophet 2004, a Sales Opportunity Management Solution - After looking at sales management software including Prophet 2004, ACT! and custom development, Brandrud selected Prophet to help their sales organization establish a sales process for the first time in company history.(Avidian Technologies)
|
| |
| (Feature)
April 21-23, 2008: Services Industry Summit - eService Strategies and Challenges - 2008 Services Industry Summit - eService Strategies - April 20-23, 2008 - Charleston, SC - Details coming soon!
|  | | 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 21-23, 2008: Services Industry Summit - eService Strategies and Challenges - 2008 Services Industry Summit - eService Strategies - April 20-23, 2008 - Charleston, SC - Details coming soon!
|
|
| CRMAdvocate Stock Index |
| CRMSI | 54.82 |  | -1.96% |
| Dow Jones | 12,853.09 |  | 2.05% |
| Nasdaq | 2,488.52 | | 1.93% |
| S&P 500 | 1,420.33 | | 2.12% |
| Top Gainers |
| SAP | 49.01 | | 57.90 |
| HP | 45.34 | | 49.78 |
| NCR | 23.77 | | 47.99 |
| Top Losers |
| eOn | 0.48 | | 0.78 |
| Selectica | 1.71 | | 1.75 |
| Broadvision | 1.83 | | 2.20 |
| Complete Stock Index |
| As of close 01/09/08 | |
|
"OUR TAKE"
Articles (more)
Events (more)