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                  CRMAdvocate Today - February 27, 2008

  "OUR TAKE" (more)

  2/27/08 - The Risk of Asking
"If you owned this business, what is the one thing you would change?" That was the question I was recently asked during a customer satisfaction survey while on the ski lift at a resort.
 
As a frequent visitor to the resort, I knew right away what one thing I would do to improve the joint. I felt such a feeling of empowerment. At least for the moment. However, I don't own the ski resort and my input is but one among dozens, hundreds, or thousands. What is the chance my input would result in action?
 
I don't know the probability of my input being the "one thing." However, I know that I anxiously await my next visit to see. It is a powerful question. But maybe it is a dangerous question because if they don't do what I would like them to, is my loyalty to them a casualty? Is the risk in asking worth it? What do you think?
 
Gary Lemke, Publisher
(Share your thoughts)
 

  TODAY'S NEWS (more)

Customer Effective, Inc., a Microsoft Gold Certified Partner and value-added reseller of Microsoft Dynamics CRM, has formed a partnership with SalesCentric to offer its customers Relationship Charts, an add-on for Microsoft Dynamics CRM. Relationship Charts were developed by SalesCentric to complement Microsoft Dynamics CRM software with visual tools that improve sales performance, forecast accuracy and marketing effectiveness.

PHASE 2 International, a provider of hosted business applications, has announced the availability of ShareMeeting. ShareMeeting is a web conferencing solution that works using Flash, and doesn't require any downloads to use.

Scribe Software, a provider of configurable data integration and migration software technology for leading business applications, announced its release of the Scribe Adapter 4.0 for Microsoft Dynamics CRM 4.0. This adapter supports a customer's ability to choose the deployment that best fits their organization by offering the full breadth of migration and integration capabilities for both on-premise and SaaS deployments of Microsoft Dynamics CRM 4.0.

Lincoln Financial Distributors, Inc., the wholesale distribution and marketing arm of Lincoln Financial Group (NYSE: LNC), has selected Predictive Analytics software from SPSS Inc. to help gain a deeper understanding of its financial intermediary customer base and use that knowledge to develop more effective sales and marketing campaigns.

Lyris, Inc. announced a new pricing structure that bundles all of the core technologies an online marketer needs for one competitive price. The Lyris pricing model helps the digital marketing sector by making it easier for marketers to get leading point solutions, while gaining a no-risk, no-cost way to expand and combine other already-integrated solutions.

Stellar, a leading global business process outsourcing services provider, announced that that they have renewed a call centre outsourcing contract with a State-based transport information service in Australia for a further 12 months.

Pervasive Software(R) announced PeopleForce, a business process innovation services company, has implemented Pervasive(R) Data Integrator(TM) for speed of execution and to quickly address customers' healthcare data integration challenges. Pervasive Data Integrator provides a platform for mapping legacy data into new standards and platforms. For the first time, The New Jersey State First Aid Council (NJSFAC) has the ability to demonstrate the value of EMS agencies statewide, including many volunteer-staffed organizations, in clear, quantitative terms.

InforSense Ltd., a provider of embedded enterprise intelligence, announced InforSense Virtual Machine (IVM), a standalone, lightweight workflow execution engine that can be embedded into third party applications that run on a wide variety of platforms including workstations, servers, scientific instrumentation, embedded devices or mobile devices. Because of its small footprint, the IVM is effortlessly installed and simple to maintain eliminating the complexity typically found with traditional software installations.

TeleTech reported record fourth quarter 2007 revenue of $373 million achieving its goal of reaching an annualized revenue run rate of $1.5 billion by year-end 2007. The fourth quarter was the ninth consecutive quarter of double-digit revenue growth and represented the highest sequential quarterly revenue increase in the Company's history at $37 million. Full year revenue was $1.37 billion, a 13.2 percent increase over 2006. Full year revenue in the BPO segment was $1.35 billion, a 16 percent increase over 2006.

Technology veteran David Mahoney has joined the board of Vaultus Mobile Technologies bringing more than 30 years of experience as an innovator, entrepreneur, executive and investor in the software industry to his role as advisor to Vaultus.

 FEATURE WEBCAST (more)

"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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Events (more)

(Feature) April 21-23, 2008: Services Industry Summit - eService Strategies and Challenges - Join us in Charleston, South Carolina April 21-23, 2008, for the Services Industry Summit. Industry luminaries from leading organizations will share insights into the hottest topic around - eService Strategies and Challenges! The summit, which includes a pre-conference executive roundtable and workshop sessions, will feature presentations from industry leaders such as IBM Information Management Software, Nokia Enterprise Solutions, Vignette Corporation, Novell, Inc., McAfee, Inc., Consortium for Service Innovation, and more. Presentation topics include Measurement Matters - The Benefits and Organizational Measures of KCS, Novell's Transformation to Web Based Support, Nokia Case Study - Knowledge Management Strategies and Challenges, Web Globalization Strategies, Measuring Success of Global Support, among others. Pre-conference workshops will include Financial Management for Support and Knowledge-Centered Support.
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.
March 30 - April 3, 2008: The 12th Annual Shared Services Week - IQPC's 12th Annual Shared Services Week is an annual gathering of Shared Services professionals. This can't-miss multi-tracked event is designed to provide executives from start-ups, intermediate and mature shared services with everything they need to know to bring shared services to the next level.
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 13-16, 2008: 4th Annual Customer Contact 2008, East -
April 28-30, 2008: Government Customer Support Conference - Leaders of help desks, call centers, web service portals, and other touch points for Government's internal and external customers come together yearly at the Annual Government Customer Support Conference and Expo (GCSC) to learn, share, and synergize as a community of practice.
May 1, 2008: Customer Satisfaction and Loyalty with Every Channel -
May 1, 2008: Delivering Customer Satisfaction in Member Management -
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.]
May 13-15, 2008: SCORE 2008 - Besides exploring best practices in customer and loyalty, SCORE examines how advances in call center, database, Internet and other technologies can help manage customer operations more effectively. These are the critical touch points that greatly influence customer satisfaction and loyalty. The SCORE Conference is the only event that addresses both loyalty management strategy and customer operations.
 

  WEBCASTS (more)

 · Listen Now!  8 CRM Essentials - (RealMarket Live!)
 · February 05 5 Ways to Run Your Support Center Like a Business - (Citrix)
 · February 28 Best Practices in Game-Changing Strategies with Speech Self-Service - (Voxify)
 · March 18 The Economics of Customer Relationships - (Calabrio)
 · April 01 Leaders Speak Out: Continental Airlines' Game-Changing Strategies with Speech Self-Service - (Voxify)
 · April 24 Building Recognition in the Enterprise - (Calabrio)
 · June 03 Key Measurements for Corporate Growth - (Calabrio)
 · February 13 Discover Hidden Customer Insights and Drive Growth - (SPSS)
 · February 27 Take Control of the Customer Experience - Leveraging the power of Multi-Channel Customer Interaction Data - (Convergys)
 · February 15 Adding Sales to a Service Environment - (ICMI)
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