FEATURE EVENT
(more) |
 |
Let Your Customers be Heard:
Improving the Customer Experience with Automation
February 26, 2008 -
4:00 p.m. ET / 1:00 p.m. PT
Strategies for Service Excellence -
Learn how to get more customer feedback in less time for a much lower cost.
Hear how leading companies like Asurion Insurance
Services use automated technologies to gain immediate feedback
in a real-time service environment.
Listen as SoundBite and Mindshare experts share new strategies to make a real difference in today’s hyper-competitive world.
Register today!
|
|
 |
|
2/18/08 - Are Vendors Really Smarter?
Last week, I shared one reader's assertion that vendors are smarter. These comments are part of the bigger discussion we've been having about the pros and cons of build versus buy.
I admit to agreeing that vendors are smarter for many of the reasons given. However, that doesn't mean I believe they are smarter at everything. They may know software technologies better. They may be smarter at building code and supporting it. They may have the collective knowledge of hundreds or thousands of users.
But there is one area where you are probably smarter. That is in-depth knowledge of your business and your customers. You see, the vendor has to build a product applicable to one or more market segments - groups of companies rather than the specific needs of a single company. What is your vendor or potential vendor doing to learn about your specific business needs? And what are they willing to do for you?
Gary Lemke, Publisher
(Share your thoughts)
|
|
TODAY'S NEWS (more)
|
|
|
Convergys Corporation has signed a three-year master agreement with a potential value up to $50 million, expanding its relationship with a US-based communications provider, a Fortune 500 company.
Intervoice announced that a major U.S. wireless telecommunications company has contracted it to provide speech-enabled self-service for its prepaid wireless subscribers. This long-standing customer chose Intervoice to replace its existing pre-paid self-service platform that was originally acquired from a competing vendor. The new contract is estimated to be worth $5.2 million.
Orbis announced the upcoming release of Orbis Marketing 5.0, due in March 2008. Included in this release is Orbis Marketing International, enabling cross-regional marketing departments to standardize their marketing operations across the globe, while allowing country-based marketing departments to operate locally.
Amdocs and IBM announced that they will expand their global relationship to help service providers deliver an improved customer experience. The Amdocs Service Provider Information Management solutions will now incorporate several IBM Information on Demand middleware products to create new integrated solutions for the wireline, mobile, cable and satellite services industries.
Jacada Ltd., a provider of unified desktop and process optimization solutions for customer service operations, reported financial results. During the fourth quarter of 2007, the Company announced the sale of its application modernization (legacy) business to Software AG for gross proceeds of $26 million in cash, contracts with 3 new telecommunications customers, and a new CEO.
Loyalty Lab, Inc. announced the newest release of its integrated marketing platform, which now features social media extensions and new capabilities aimed at recognizing and responding to customer engagement activities across multiple channels. With these new features, Loyalty Lab gives marketers a broader set of tools for collecting customer data, targeting promotions and engaging their best customers.
Altitude Software, a contact center solutions vendor, has received ISO 9001:2000 certification for its global technical customer assistance operations in the 18 offices it currently operates around the world.
The software company Dezide has secured an order from one of the world's largest IT companies. The company's software will be used to improve the guided troubleshooting capabilities in the IT vendor's self-service software.
eLoyalty Corporation, an enterprise Customer Relationship Management services and solutions company, announced that in the first six weeks of the current quarter, it has signed 4 Integrated Contact Solutions contracts. These contracts total approximately $7.6 million.
SeeWhy Software, the creator of an event intelligence platform, announced an expansion of its relationship with JBoss, a division of Red Hat, Inc., through tighter integration of SeeWhy with the JBoss service-oriented architecture (SOA) platform.
|
| CRMAdvocate Stock Index |
| CRMSI | 54.22 |  | -1.55% |
| Dow Jones | 12,376.98 | | -1.42% |
| Nasdaq | 2,332.54 |  | 0.00% |
| S&P 500 | 1,348.86 | | 0.00% |
| Top Gainers |
| SAP | 48.37 | | 57.90 |
| HP | 43.26 | | 49.78 |
| NCR | 22.97 | | 47.99 |
| Top Losers |
| eOn | 0.4 | | 0.78 |
| Selectica | 1.5 | | 1.75 |
| Broadvision | 1.01 | | 2.20 |
| Complete Stock Index |
| As of close 02/15/08 | |
|
GET YOUR OWN COPY OF CRMAdvocate
|
Read Less. Know More. Still reading a forwarded copy?
CRMAdvocate is everything you need to know about CRM because we do the hard work for you consolidating over 40 sources of CRM knowledge into one, easy to read format.
- Click here for your free newsletter subscription.
|
|
|
|
 White Papers (more)
| |
| (Feature)
CRM software - Integration for a Customer Centric View - Today's businesses are under increasing pressure to develop a customer centric approach. Front and back office systems need to be successfully integrated to achieve this. This allows your sales and accounting systems to talk to each other whilst you focus on the customer.(Sage)
| | | 4 Steps to Monitoring Team Performance to Accelerate Sales and Improve Customer Satisfaction - Every company, regardless of size, should monitor its team's actions, productivity, and performance to identify areas where resources are being effectively used and where they need to be adjusted for improvement. Clearly defining and communicating the business goals to your employees will help them understand how their daily actions affect the bottom line. Using these four key steps to monitoring is a good place to start. (Maximizer)
| | | Making the Business Case for Intelligent Contact Center Reporting - Contact centers are under increasing pressure to lower technology costs and increase the return on every investment. Read about a next-generation reporting and analytics platform that gives you the information you need - from the big picture down to the precise details - to maximize revenue and reduce costs.(AVAYA)
| | | Choosing the Best CRM for Your Organization - CRM buyers have a wealth of deployment options available to them, providing unprecedented flexibility, cost-efficiency and business value. But with choice comes complexity. Learn more about the four most popular deployment scenarios as well as a guide to choosing the best CRM solution to meet your organization's needs based on functionality, application integration features, customization capabilities and your budget.(Oracle)
| | | 6 Steps To ERP Implementation Success - Implementing an enterprise application like an enterprise resources planning (ERP), contact relationship management (CRM), or enterprise asset management (EAM) is almost as complex as undertaking a civil engineering or major construction project. Here are six simple steps to take in order to manage that complexity and achieve your corporate goals.(IFS)
|
|
"OUR TAKE"