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2/1/08 - Justice is Complicated
Inspired by a Martin Luther King, Jr. quote, I've been writing a bit about CRM justice. I've been greatly moved by the many deep emails I've received from CRMAdvocate readers. You guys are real thinkers! Here is another excerpt for you to consider:
"For the past 100 years, businesses large and small worked from an equation I would depict as: Product + Processes = Value & Profit with value primarily being cost element. This is a hard way to do things (hard meaning standard, time honored, methodical approaches). The new paradigm is much softer. It would read something like this: Product + Processes * (Customer service, justice, responsibility) = Value & Product + Profits. It makes it a tad more complicated. With the choices educated and informed consumers have, companies are compelled to adopt a much more customer centric model. By bringing responsibility, justice (using the definition), and customer service to the table, we are now faced with new currency."
What currency does customer justice have in your organization?
Gary Lemke, Publisher
(Share your thoughts)
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TOP NEWS OF THE WEEK (more)
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Microsoft made an unsolicited, $44.6 billion bid for Yahoo - 62 percent more than Yahoo's Thursday closing price, sending the Silicon Valley web company's shares soaring.
Sage Software announced ACT! for Palm OS 3.0, designed for use with the ACT! by Sage 2008 (10.0) and ACT! by Sage Premium (10.0) contact and customer management solutions.
MidMarketer created a downloadable tip sheet that lists some of the most commonly overused buzzwords and phrases, which is quite humorous but also very useful.
Entellium announced the commercial availability of the Simplicity Release 2008, a version of the company's flagship CRM suite, Entellium eSalesForce and eCustomerCenter.
BroadVision OnDemand announced the immediate availability of CHRM*060 English Edition, free of charge, for the worldwide market. Involving a straightforward process, an enterprise's CHRM*060 go-live can be carried out by non-technical staff directly and swiftly through self-service online at www.myCHRM.com.
Sonian provides an email archiving solution in the market by leveraging Amazon Web Services infrastructure. The hosted archiving solution makes it easy for companies to manage the growing retention challenges created by regulatory and corporate requirements.
"The UK Contact Centre Operational Review (5th edition)", a recent major study of over 200 contact centres, carried out by ContactBabel, has found that legislation curtailing outbound telemarketing has as yet made little impression on the overall volume of outbound calls being made.
Oracle announced the general availability of Oracle's JD Edwards EnterpriseOne Tools 8.97. This latest release provides an open platform for customers to choose hardware, operating systems and database technologies based on their unique IT strategies and business requirements.
According to research findings by Arvato Loyalty Services, in the UK, three in every four people do not have very strong feelings of loyalty towards their favourite brands.
HP announced a set of service-oriented architecture (SOA) governance software and services to help companies accelerate SOA adoption and drive increased business value while reducing potential risks, such as service disruption to the business.
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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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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)
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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)
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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!
| | | 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!
| | May 4-6, 2008: SSPA Best Practices 2008 Conference - The Service & Support Professionals Association (SSPA) Best Practices 2008 Conference is the premier event for technical service and support. It delivers practical solutions, tested methods and new ideas on the Essential Elements of Support in more than 70 sessions. Tracks include Web 2.0, Knowledge Management, Talent Management, Benchmarking and Metrics, Support Operations, Consumer Support, Management Excellence, Best Practices for Small and Medium Businesses and Innovative Support Technology. Keynote speakers include Denise Rundle, General Manager, Global Consumer Support, Microsoft; Andreas Graesser, Vice President, Active Global Support, SAP America; Mary Cay Kosten, Senior Vice President, Global Customer Services, Sun Microsystems; John Ragsdale, VP Research, SSPA; and Eric Chester, Generation Why. Learn more and register online at www.thesspa.com/santaclara.]
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| CRMAdvocate Stock Index |
| CRMSI | 54.62 |  | 3.32% |
| Dow Jones | 12,650.36 | | 1.64% |
| Nasdaq | 2,389.86 | | 1.71% |
| S&P 500 | 1,378.55 | | 1.65% |
| Top Gainers |
| SAP | 47.71 | | 57.90 |
| HP | 43.72 | | 49.78 |
| NCR | 21.49 | | 47.99 |
| Top Losers |
| eOn | 0.49 | | 0.78 |
| Selectica | 1.63 | | 1.75 |
| Broadvision | 1.6 | | 2.20 |
| Complete Stock Index |
| As of close 01/31/08 | |
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