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1/24/08 - More CRM Justice
Should the idea of justice have a seat at the CRM table? I asked that question earlier this week and received quite a few responses I want to share with you. One reader wrote:
"I have tried to influence and mentor others to the importance, the value and the ethics in our dealings with customers. Many listened and most wished to believe, but too often the dynamics of commercialism and the bottom line prerogative won out. Whether that be in dealing with end user customers or in an outsource capacity with the owners of those customers, what drives our actions are not people but numbers. In satisfying the needs of the market and delivering to the financial demands of same, we have had to find ways in which everything can be summarized in a number or a form of empirical data. Value is now in a number and too often humanity is forgotten. Our human instinct is to be kind, considerate, fair and moral, but somehow that instinct and that desire are over powered by the everyday demands and expectations placed upon us."
The comments come from a seasoned veteran who has obviously participated in countless discussion about values only to have those values compromised by business decisions. It seems to be an endless cycle resulting in the same injustice each time. How do you break the cycle?
Gary Lemke, Publisher
(Share your thoughts)
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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 | 53.95 |  | 1.08% |
| Dow Jones | 12,270.17 | | 2.44% |
| Nasdaq | 2,316.41 | | 1.04% |
| S&P 500 | 1,338.60 | | 2.10% |
| Top Gainers |
| SAP | 45.92 | | 57.90 |
| HP | 43.19 | | 49.78 |
| NCR | 20.62 | | 47.99 |
| Top Losers |
| eOn | 0.34 | | 0.78 |
| Selectica | 1.67 | | 1.75 |
| Broadvision | 1.55 | | 2.20 |
| Complete Stock Index |
| As of close 01/23/08 | |
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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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