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2/12/08 - My Turnover is Bigger Than Your Turnover
The build versus buy question is something most organizations that have the luxury of in house expertise will eventually ask. One issue that has surfaced has been employee turnover - when the employee leaves, the expertise leaves. But technical support people leave vendors too. Consider this reader's perspective:
"Based on our experience, the vendor's support turnover far exceeds most company's (and consultant's) turnover, so many companies are much better off depending on our own personnel, processes and documentation. From our experience, the vendor's first response is 'its a customization, we don't support that', followed by weeks of poor customer service and little to no response, until you get 'its a known bug that MIGHT be fixed in the next few releases'. That is, if you can understand the person from the company to which your vendor has outsourced their support! If your business already has appropriate standards and processes in place, the loss of people experienced with your system will be unpleasant, but not painful."
Consider these questions: How does employee turnover in your company compare with employee turnover at your vendor's company? Do you get better response from your vendor or from in house technical support?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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KPN, a provider of fixed and mobile telephony, broadband and television in the Netherlands and other parts of Europe, will implement Oracle's Siebel CRM and leverage the Oracle Application Integration Architecture for Communications to enhance customer service and streamline integration between its billing and CRM systems. The implementation is a part of KPN's efforts to simplify and transform its IT systems and improve customer-centricity.
The Canadian Automobile Association, South Central Ontario (CAASCO), the largest of nine clubs in the CAA Federation, has selected CDC Software's Pivotal CRM to provide customer service based on their individual needs.
Amdocs introduced a unified platform for mobile service providers to offer digital marketplaces connecting advertisers, publishers, merchants and consumers. The new platform was introduced at Mobile World Congress in Barcelona and integrates the Amdocs Search and Digital Advertising solution with the mobile commerce solutions of Amdocs Qpass.
PT Hutchison CP Telecommunications (HCPT) has gone live with Convergys' Infinys (r) Rating and Billing solution. Infinys is integrated with HCPT's intelligent network providing real time charging and balance management functions for all pre- and post-paid services. HCPT offers mobile communication services on the GSM network to the Indonesian market and is a subsidiary of Hutchison Telecom International Limited.
E-commerce services company Art Technology Group Inc. has completed its acquisition of CleverSet Inc., in a transaction valued at approximately $9 million in cash. In late January, ATG announced an agreement to acquire Seattle-based CleverSet, which markets an automated e-commerce recommendations service.
Delivra, an email services provider, posted an eighth consecutive year of record sales and record client growth including a 44% increase in revenue for 2007. Growth was fueled by hundreds of new clients, a rewritten .Net API and dozens of system improvements.
Cabela's Incorporated, a specialty retailer of hunting, fishing, camping and related outdoor merchandise, uses RightNow(r) Technologies on demand customer relationship management (CRM) solutions to improve customers experiences.
Coveo Solutions and NavigationArts have agreed to collaborate to deliver sophisticated, platform-class search solutions that improve the overall user experience while connecting users to the critical information they need.
Epicor announced that it has completed its acquisition of NSB Retail Systems PLC. The company said their strategy is to provide focused software solutions based on service-oriented architecture and the Microsoft .NET platform into specific targeted vertical markets.
TeleTech Holdings, Inc. a providers of business process outsourcing (BPO) solutions, announced that it has expanded its agreement with a large technology hardware company to offer technical support and customer management to U.S.-based consumers from various global locations, now including Mexico.
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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 | 53.89 |  | 3.16% |
| Dow Jones | 12,182.13 |  | -0.53% |
| Nasdaq | 2,320.06 | | 0.66% |
| S&P 500 | 1,339.13 | | 0.59% |
| Top Gainers |
| SAP | 47.97 | | 57.90 |
| HP | 42.63 | | 49.78 |
| NCR | 22.02 | | 47.99 |
| Top Losers |
| eOn | 0.37 | | 0.78 |
| Selectica | 1.65 | | 1.75 |
| Broadvision | 1.21 | | 2.20 |
| Complete Stock Index |
| As of close 02/11/08 | |
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Would Oracle buy Salesforce.com? - While much of the West Coast tech world is focused on Yahoo's (YHOO) attempts to fend off Microsoft (MSFT), another notion currently being passed around Silicon Valley is that Oracle wants to buy Salesforce.com (CRM), a startup that's like Google in certain respects but couldn't be more different in one critical way: Salesforce.com makes its revenue selling software, not advertising.(Fortune)
|  | | Tap Into a Wealth of Information: Put Your Employees on Advisory Councils - It seems there has been almost complete buy-in in forward-thinking firms to the notion that they must listen to customers and try to understand them and what they are trying to get done, if there is to be any hope of building satisfaction, let alone loyalty. (Customerthink)
| | | The Little Things Count When You Recognize Your Employees as Company Ambassadors - Whether you realize it or not, your employees have been ambassadors since they first interviewed for the job. Yes, it goes back as far as that because even before the interview takes place-in the time between when the appointment is made and the appointment-the prospective employee has been telling family and friends about why he or she wants to go to work for the firm. (Customerthink)
| | | CRM Toolkit - The Mainstay CRM Toolkit was designed to support your development of a business case for your CRM implementation. The tools we have created and included in this packet were the result of over seven years of research working with top CRM providers such as Oracle and SAP as well as our experiences working with top systems implementers such as Accenture and EDS. (Mainstay Partners)
| | | HP's Demo Days Turn Employees Into "Brand Ambassadors" - The CRM end-game is improved economics between buyers and sellers. Discrete activities, such as great customer service, segment marketing and product cocreation are simply means to that holistic end. So, for CRM economics to work, you must optimize for the integrated CRM system-the customer lifecycle-rather than for a single discipline, such as marketing. (Customerthink)
| | | Circuit City, Lowes Ease Multichannel Woes - Retailers lack consistency when it comes to multichannel customer experiences. That's according to a Forrester Research report that gave the industry a C- for mediocre performance. While that "may have been OK in the past, consumers will push retailers to improve their multichannel capabilities," the report states. (1to1)
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"OUR TAKE"
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