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       "Week in Review"    January 13 - January 18, 2008

  "OUR TAKE" (more)

  1/18/08 - Not So Simple
Earlier this week, I wrote about how we human beings tend to make things more difficult that they really need to be. The centerpiece of my decision making in business and in my personal life is this guiding thought - "It is just that simple." I am still discovering the power of this idea and the early dividends are mind-boggling.
 
At the same time I fully expected to hear from loyal CRMAdvocate readers that maybe things aren't always "just that simple." And I did. I am so glad I did because it gives me the opportunity to test this simple, yet powerful idea.
 
Next week, I am going to share reader comments challenging the idea that "it is just that simple." So if you believe it is just NOT that simple, I want to hear from you. Tell me why you think making the customer experience is not simple. Tell me why it is not simple to create loyal customers. Tell me why business and personal decisions can't be "just that simple." In the meantime, let me simply wish you a great weekend.
 
Gary Lemke, Publisher
(Share your thoughts)
 

  TOP NEWS OF THE WEEK (more)

SAP France, SAP and Business Objects announced that SAP France's all-cash tender offers for Business Objects securities were successful. As a result of the offer in France, which closed on January 10, 2008, and the offer in the United States, which closed January 15, 2008. SAP France will hold 87.18% of the share capital and total voting rights of Business Objects, or 82.08% on a fully diluted basis taking into account all outstanding ORNANEs (as defined below), warrants and stock options. This result satisfies the offers' minimum tender condition of 50.01% of the total voting rights of Business Objects on a fully diluted basis.

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.

Sun Microsystems To Acquire MySQL AB, an open source icon and developer of one of the world's fastest growing open source databases for approximately $1 billion in total consideration.

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.

Selltis launched the next version of the company's namesake CRM solution, Selltis Sales 5.0, which is delivered via a hosted, software as a service (SaaS) business model.

Infor announced the latest version of its outbound marketing solution, Infor CRM Epiphany Outbound Marketing 7.1, with retail-specific enhancements.

NICE announced that Conseco has expanded its NICE environment with NICE SmartCenter to be deployed in US and offshore locations, across four contact centers.

Infogain announced the completion of its acquisition of Spider Systems, Pune, India.

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.

Astute Solutions announced expanding the RealDialog product family with the launch of RealDialog Agent Assist. The solution enables contact center agents to deliver consistent, accurate, and personalized responses.

 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)

(Feature) CRM Implementation Checklist - Please Take this Survey - Please take part in this survey which will form part of an MBA thesis at Imperial College London.(Imperial College)
Customer Satisfaction Growth Slows, Many Companies Struggle to Keep Up - ACSI Report Shows Utilities and Cell Phone Industries Rising; Restaurants, Cable and Airlines Tumbling(ACSI)
JupiterResearch Finds Limited Consumer Interest in Mobile Banking - JupiterResearch, a leading authority on the impact of the Internet and emerging consumer technologies on business, has found that despite renewed efforts on the part of financial institutions, overall interest in mobile banking services is limited.(Jupiter Research)
Mentor Graphics Save through Web Self-Service - Support represents over 30% of Mentor's revenues and is managed as a profit center for the company.(AMR Research)
Forrester Ranks Comergent As Leader in Order Hubs report - According to Forrester's latest Wave report on order management vendors, Comergent is ranked as a leader.(Comergent)

  WEBCASTS (more)

 · Listen Now!  8 CRM Essentials - (RealMarket Live!)
 · January 17 Leaders Speak Out: Busch Entertainment Corporation's Game-Changing Strategies with Speech Self-Service - (Voxify)
 · January 22 Call Centers: Responding to the Language Challenge - (LLE)
 · January 24 Finding and Keeping the Right Agent - (Aspect)
 · January 25 Best Practices for Webinar Production - (Ridge Business Development)
 · January 26 A CRM Primer for every Business Owner and Sales Manager - (Alloy CRM)
 · January 29 I Didn't Sign Up for This: Why Agents Hit the Road in the First 90 Days - (Knowlagent)
 · January 29 Help Yourself: Optimize call center performance with next generation self-service and personalization solutions - (Envox)
 · January 31 How To Find The Highest Impact Improvement Opportunities In Your Call Centers - (BBN)
 · February 01 The 20-Minute Coaching Phenomenon: Linking Training to the Real World - (Caras)
 · February 05 5 Ways to Run Your Support Center Like a Business - (Citrix)
 · February 28 Best Practices in Game-Changing Strategies with Speech Self-Service - (Voxify)
 · March 18 The Economics of Customer Relationships - (Calabrio)
 · April 01 Leaders Speak Out: Continental Airlines' Game-Changing Strategies with Speech Self-Service - (Voxify)
 · April 24 Building Recognition in the Enterprise - (Calabrio)
 

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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)
Maintain a Competitive Edge with Interaction Analysis - Download this free white paper to read real examples of how contact centers have used Autonomy etalk's speech analytics to provide strategic value to sales, marketing, service and business operations with measurable productivity savings.(etalk)

 
 
Articles (more)

(Feature) Your Customers Are Flocking to Second Life. Are You? - When Suzanne Lane of Coldwell Banker Bain in Washington put a high-end home up for sale for one of her clients not long ago, she quickly attracted the attention of a buyer from Italy.(Customerthink)
Why Firing Your Worst Customers Isn't Such a Great Idea - That piece of advice has become widely accepted in recent years as companies have sought to manage their relationships with customers in more sophisticated ways.(Knowledge Wharton)
Contact Center Workforce Management (WFM) Market Projected To Grow By 20% - DMG Consulting LLC, a provider of contact center and real-time analytics research, market analysis and business strategy, operations and technology consulting services, has published the 2008 Contact Center Workforce Management Market Report.(CRM2day)

 
 
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)

 
 
Events (more)

(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 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.
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!
 

  

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