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2/19/08 - That One Thing
Jack Palance played tough cowboy named Curly Washburn in the 1991 movie "City Slickers. If you saw the movie and remember the character, you probably remember the scene where he gives Mitch (the city slicker) advice. It goes like this:
Curly: Do you know what the secret of life is?
Curly: This. [holds up one finger]
Mitch: Your finger?
Curly: One thing. Just one thing. You stick to that and the rest don't mean anything.
Mitch: But what is the "one thing?"
Curly: [smiles] That's what you have to find out.
What does that have to do with the buy versus build discussion? Simply this. Figure out that one thing that makes your company unique and make sure you uniquely take advantage of it. That may mean using off-the-shelf software in a way no one else does or building technology that supports your "one thing." Or your "one thing" could be totally different.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Oracle announced Oracle's Siebel CRM On Demand -- Single Tenant, Enterprise Edition, offering higher levels of regulatory and internal compliance, security and flexibility. This offering allows organizations to access a fully dedicated database, middleware and application instance of Siebel CRM On Demand.
Customer satisfaction with the e-commerce sector hits an all-time high, according to the American Customer Satisfaction Index (ACSI), released by the University of Michigan with e-commerce partner ForeSee Results. E-commerce in aggregate rises to a score of 81.6 on the ACSI's 100-point scale, a significant 2% jump from 2006. The e-commerce sector now outperforms all other service industries measured by the ACSI.
The Go Daddy Group, Inc. -- which includes GoDaddy.com -- the world's largest domain name registrar and a provider of Web services -- has chosen NICE Perform, part of the NICE SmartCenter solution, including its advanced interaction analytics. NICE Perform will be deployed in three VoIP-based contact centers for over 1,100 agents.
Verint Systems Inc., a provider of analytic software-based solutions for workforce-enterprise optimization and security, announced that video analytics provider Agent Vi has integrated their solutions to the Nextiva(tm) IP video platform.
Vignette announced a series of new and enhanced products that will be released as part of its Web Experience Platform to help organizations deliver online experiences. The integrated platform provides organizations the ability to uniquely deliver fast, personal, social and multichannel Web experiences with less reliance on IT.
The Salesforce.com Foundation hosted a special event dedicated to driving innovation for nonprofit success. The event included more than 200 members of salesforce.com's nonprofit community to discuss and learn about the latest technologies and strategies to fuel their social change missions.
Loyalty Lab, Inc. announced the newest release of its integrated marketing platform, which now features a stand-alone email product that includes integrated targeting, segmentation and customer relationship marketing capabilities at a price point comparable to email-only options.
APAC Customer Services, Inc. announced that it has appointed Michael P. Marrow as the company's President and Chief Executive Officer, effective March 3, 2008. Mr. Marrow will also serve on APAC's Board of Directors.
Eagle Mobile, Albania's third mobile service provider, has selected the Amdocs Compact Convergence suite. The Amdocs solution enables Eagle Mobile to introduce value-added services to its growing customer base.
SPSS Inc. announced record revenues, operating income and earnings for its fourth quarter and fiscal year ended December 31, 2007. The Company reported fourth quarter revenues of $79.6 million, up 12 percent from $71.1 million in the same quarter of 2006. New license revenues were $42.1 million, up 18 percent from $35.8 million in the fourth quarter of 2006.
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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 | 54.22 |  | 0.00% |
| Dow Jones | 12,376.98 | | 0.00% |
| 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 02/16/08 | |
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| (Feature)
Make It Clear To Employees What You Expect of Them-and Your Business Will Benefit - Job descriptions have to describe the actual jobs you expect of your staff.(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)
| | | 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)
| | | 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)
| | | Leverage the One Marketing Element That Eclipses All Others - We're all bombarded with marketing messages. We can't escape them. So we turn them off to live without "ad-stress." Yet one marketing element consistently breaks through the clutter: heroic customer service. (Customerthink)
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"OUR TAKE"
Articles (more)