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1/16/08 - It's Just That Simple
Some of you asked for a little bit more detail regarding my comments yesterday about things being just that simple as it relates to managing the customer experience. I would be glad to share more thoughts because I believe there is such power in taking a "simple" perspective.
Do you ever find that giving advice to someone else is easier than making decisions in your own personal life? Is that because other's dilemmas are less complicated or easy in comparison? Probably not. The reason is most likely because you are not encumbered by their past experiences and emotions. You are freer to understand and embrace "the right answer" because you are not distracted by the extra stuff that really doesn't matter.
In short, it is easier to strip away the extraneous 'stuff' to get to the right answer for others. Getting to the right answer for customers is a matter of freeing ourselves from the extraneous stuff that distracts us from doing the right thing. If you are thinking, "Well, it's not that simple," let me tell you this: It is that simple!
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Oracle and BEA Systems announced they have entered into a definitive agreement under which Oracle will acquire all outstanding shares of BEA for $19.375 per share in cash. The offer is valued at approximately $8.5 billion.
Coveo Solutions announced that it has added new capabilities to its Coveo Enterprise Search technology. The following new capabilities are now available in Coveo Enterprise Search: Greater scalability with support for Windows 64-bit operating systems; New connectors for Symantec Enterprise Vault v2 offers more flexibility and controls; Enhanced connector for salesforce.com improves performance and overall user experience.
Infor announced the latest version of its outbound marketing solution, Infor CRM Epiphany Outbound Marketing 7.1, with retail-specific enhancements.
Network Solutions is under fire this week for using a questionable tactic that forces users to register domains with them. As of Tuesday, Network Solutions automatically reserves for four days any domain name that is the subject of a search on its site, preventing users from buying it anywhere else.
CMS Watch has offered 12 predictions that the vendor-neutral analyst firm believes will shape content technologies in 2008. The 12 predictions are: 1. Archiving becomes a prime focus for ECM vendors 2. Google will make a bid to become the World's Content Repository 3. SharePoint enters the valley of disappointment 4. Return of the buyers' market 5. Web 2.0 exhaustion 6. Social Software vendor collision 7. Facebook backlash in the enterprise 8. Security and Identity Management trump functionality for buyers 9. Finally bridging web analytics and online marketing 10. Search is dead....Not! 11. Productization of Search Platforms 12. We'll have 12 new predictions next year.
Amdocs announced the launch of Amdocs CES product portfolio, a portfolio of modular customer experience systems. The new portfolio is designed to help service providers make the transformation from suppliers of network utilities to purveyors of a digital lifestyle.
Plastic Jungle announced PlasticVault, a gift card registry that helps retailers get connected with their gift card holders to increase redemption. With PlasticVault, retailers can reach a valuable component of their customer base through targeted outreach.
The Thomson Corporation has established a presence in the emerging business-to-business social networking space, announcing the addition of Boston-based Contact Networks, and its enterprise relationship management (ERM) product, ContactNet, to its portfolio of business intelligence and relationship management services for legal and other professional markets.
Analytics software from KXEN is helping boost audiences at Royal Shakespeare Company (RSC) productions in a pioneering arts marketing move.
Spanlink announced that it has appointed Scott Christian to chief financial officer, effective immediately. He reports to Brett Shockley, CEO and president of Spanlink.
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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 | 54.41 |  | 0.18% |
| Dow Jones | 12,501.11 |  | -2.22% |
| Nasdaq | 2,417.59 | | -2.51% |
| S&P 500 | 1,380.95 | | -2.56% |
| Top Gainers |
| SAP | 48.85 | | 57.90 |
| HP | 45.05 | | 49.78 |
| NCR | 21.69 | | 47.99 |
| Top Losers |
| eOn | 0.44 | | 0.78 |
| Selectica | 1.7 | | 1.75 |
| Broadvision | 1.8 | | 2.20 |
| Complete Stock Index |
| As of close 01/15/08 | |
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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 1-2, 2008: 2008 CRMA National Conference: "Deepening The Customer Experience" - Stronger Metrics. World-Class Programs. Leading Insight. The Customer Relationship Management Association (CRMA) presents its annual, award-winning conference for CRM practitioners, Return To Customer. Last year we showed you how to improve your customer experience in multiple ways, including strategy, process, people and technology and this year we go deeper. Two days of packed content on how companies are achieving incredible results with broader and deeper customer experience management.
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