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3/26/08 - It's Just That Simple
If you have been reading this column for any length of time, you know I have repeatedly used the phrase, "It's just that simple." Much of the discussion points in the column seem simple, maybe too simple to some of you.
As I test my position against the "it's just that simple" filter, the answer is always affirmative. I realize that many of you don't feel like it is always that simple. Guess what? Because it is SIMPLE, doesn't mean it is EASY.
Providing good customer experiences and doing right by the customer are SIMPLE truths most of us can embrace without objection. But delivering is not always EASY. Recognizing that SIMPLE does not mean EASY is the first step to increasing your probability of success.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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To help companies build stronger, more sustainable relationships between their customers and their brands, dthree, a member of the Oracle PartnerNetwork, created IntelliMaxx 5.0, an online marketing management platform that provides marketers with context-driven business intelligence and collaboration tools to improve campaign and business results.
Registration is now open for the 2008 Call Center Optimization Forum. Sponsored by VPI, Pipkins and SER and CCNG, the nationwide series of educational seminars is tailored for call center professionals challenged with keeping up with the latest performance optimization solutions, strategies and techniques.
Rainmaker Systems, a provider of sales and marketing solutions, will deploy its Leadworks(TM) lead development technology solution on behalf of its newest client, Extricom, a provider of enterprise-class wireless LAN solutions for converged voice (VoWLAN), data, video, and location-based service.
LongJump, a platform for customizable, interconnected on-demand business applications, toay unveiled a new Workflow-as-a Service component, called LongJump Workflow Designer, a visual environment to design and deploy business workflows.
Knoa Software has signed a global agreement with SAP AG through which the company will resell Knoa's Experience and Performance Manager. The solution - called SAP(r) User Experience Management by Knoa - will help customers maximize the value derived from their deployments of SAP applications by driving adoption, building end-user proficiency, and ensuring the application is delivering an efficient and effective end-user experience.
Graham Technology, a provider of customer-oriented business software and services, has been included in Gartner's Magic Quadrant for CRM Customer Service Contact Centers, 2008. Graham Technology is included as one of 15 companies evaluated by Gartner in the report.
ATG announced the finalists chosen to compete for a $50,000 first place and a $10,000 "People's Choice" award in ATG's first e-Commerce Ingenuity Business Plan Competition. Finalists, all of whom developed a plan with an e-commerce element as a business-critical component of its success, will be judged on the inventiveness and creativity of their proposals, as well as on long-term business viability and likelihood of execution.
Creative Virtual and Oddcast announced the deployment of Ask RoxAnn for Roxio,a provider of consumer digital media creation applications. Ask RoxAnn is an intelligent virtual service agent that is programmed to answer hundreds of customer queries.
Pitney Bowes MapInfo and Pitney Bowes Group 1 Software, providers of location intelligence and Customer Communication Management solutions announced the details of Interact 08, the first-ever event for its user community.
Lead management software firm Marketo announced its selection as a recipient of the 2008 WizKids Award presented by Beagle Research Group, LLC. The award is presented annually to a hand-selected group of emerging companies with business solutions designed to advance new or improved business processes.
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"Secrets of On-Demand Reporting"
Travis Huch, Vice President, DreamFactory
On-demand reporting and analytics is changing the way companies execute and manage their business due to flexibility in customization and configurability, cost and standardization of data. Making sure that your CRM investment is providing you with reporting visibility and real-time accuracy is essential to helping you grow your market and customer base. Join DreamFactory, a pioneer in providing the next generation business applications on SaaS platforms with customer, Salesforce.com on this informative webinar.
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| CRMAdvocate Stock Index |
| CRMSI | 57.10 |  | 0.00% |
| Dow Jones | 12,548.64 | | 1.49% |
| Nasdaq | 2,326.75 | | 2.95% |
| S&P 500 | 1,349.88 | | 1.51% |
| Top Gainers |
| SAP | 50.71 | | 57.90 |
| HP | 47.93 | | 49.78 |
| NCR | 21.98 | | 47.99 |
| Top Losers |
| eOn | 0.33 | | 0.78 |
| Selectica | 1.39 | | 1.75 |
| Broadvision | 1.03 | | 2.20 |
| Complete Stock Index |
| As of close 03/24/08 | |
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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.
|  | | 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 13-16, 2008: 4th Annual Customer Contact 2008, East - This year's Customer Contact East Event is the place to be to learn about the people, technology and processes you need to have in place in order to deliver truly superior customer care in the contact center. It brings you five tracks and 24 interactive sessions hitting on the red hot issues on top of everyone's minds.
| | | 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: Call Center Optimization Forum - You're invited to uncover the secrets of the best call centers, and find out how to apply them in your organization! You'll learn breakthrough strategies and techniques you can use to exceed customer expectations, raise performance standards, and achieve your career goals. CRMAdvocate subscribers receive a Complimentary Registration (a $299 value).
| | | May 1, 2008: Customer Satisfaction and Loyalty with Every Channel - Join this by-invitation-only event to examine both the opportunities and risks for retail banks created by the changing nature of customer management.
| | | May 1, 2008: Delivering Customer Satisfaction in Member Management - This by-invitation-only event examines both the risks and opportunities created over the next few years by the changing dynamics of providing member management.
| | | May 4-6, 2008: SSPA Best Practices 2008 Conference - 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.
| | | May 5 - 7, 2008 : Shared Services for the Public Sector - Driving Efficiencies, Economies of Scale and Cultural Harmony for Improved Customer-Centric Services. Shared services implementations around the world and in both public and private sectors illustrate the possibilities for maximum savings through shared services.
| | 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.
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