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2/21/08 - A List of One
Yesterday, I suggested it was up to you to figure out the one thing that constitutes the secret of your customer experience.
And it is one thing. Yes, just one. Not two or three, or a list of contributing factors. Just one thing. Figuring out what one thing makes the difference is a great exercise in focus. It is a matter of separating the wheat from the chaff. Everything that really matters is embodied in "one thing."
The list of secrets to your customer experience is a list of one. It is just that simple.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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TimeTrade Systems, a provider of self-service appointment scheduling, announced increased adoption of the company's Web-based solution that helps enterprises increase customer satisfaction, reduce costs and drive more sales. TimeTrade won 30 new customers in the fourth quarter, 2007, across healthcare, retail, financial services, government and educational markets.
Tigerpaw Software, a developer of business automation and service management software, announced the addition of QuoteWerks(r) data import functionality to its end-to-end business management system, Tigerpaw. As a result, users are able to import data directly from Tech Data, Ingram Micro, D& H, Synnex, Dell and Hewlett-Packard through the QuoteWerks interface.
Graham Technology, a provider of customer-oriented business software and services, announced that it has rolled out a company-wide CRM platform for Australian mobile phone retailer, Crazy John's.
Verint(r) Systems Inc. announced that Miami-Dade County has implemented the Impact 360(r) Workforce Management solution from its Verint Witness Actionable Solutions(tm) business line to help optimize the operations of the county's non-emergency 311 contact center, a division within the Florida Government Information Center.
The immediate availability of a new release of Oracle(r) Identity Manager is aimed at addressing the growing concerns organizations have regarding compliance and the time it takes to complete an audit. The new release include additional reporting capabilities and a new graphical workflow designer.
Nottinghamshire County Council has implemented the rostrvm Contact Centre application suite as a component of its new Customer Service Centre based near Hucknall. The Customer Service Centre forms part of the Council's Access & Communications programme and aims to provide a single point of telephone access to more than 360 council services.
Epicor Software Corporation announced that its board of directors has named Thomas Kelly as the Company's President and Chief Executive Officer. The appointment is effective immediately. Kelly is a current member of Epicor's board of directors and will remain on the board in connection with his new role.
LucidEra announced LucidEra for Oracle Order Management, an on-demand analytic application for customers of Oracle's traditional on-premise transactional applications. This new solution gives these customers the ability to unlock ERP sales bookings and backlog data and eliminate bottlenecks in the bookings-to-shipment process.
Oco, Inc., a Software-as-a-Service (SaaS) provider of business intelligence (BI) and data integration solutions, announced an open architecture for its solutions. The open architecture provides secured ODBC and Web-Service APIs (Application Programming Interfaces) to the content of Oco's data warehouse.
KANA Software, Inc. announced that Chief Financial Officer John Thompson is retiring and will be succeeded by Mike Shannahan, current KANA board member and chairman of KANA's audit committee.
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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 | 55.23 |  | 2.63% |
| Dow Jones | 12,427.26 | | 0.64% |
| Nasdaq | 2,327.10 | | 0.23% |
| S&P 500 | 1,360.03 | | 0.74% |
| Top Gainers |
| SAP | 48.52 | | 57.90 |
| HP | 47.44 | | 49.78 |
| NCR | 22.65 | | 47.99 |
| Top Losers |
| eOn | 0.34 | | 0.78 |
| Selectica | 1.54 | | 1.75 |
| Broadvision | 1 | | 2.20 |
| Complete Stock Index |
| As of close 02/20/08 | |
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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)
|  | | 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)
| | | 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)
| | | 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)
| | | 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)
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"OUR TAKE"
Articles (more)