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3/28/08 - Pay Attention
We can become keenly aware of those things that capture our attention. However, sometimes that focus means we aren't paying attention to other things going on around us.
I was guilty of inattention last week when I was thinking about other things while riding a bike. I wasn't paying attention, hit a curb, and crashed my bike. I'm OK, just a little sore. And that soreness is a reminder to pay attention to everything. And I mean everything.
Take this one minute awareness test (http://www.dothetest.co.uk/). Tell me if you passed. I didn't.
Gary Lemke, Publisher
(Share your thoughts)
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TOP NEWS OF THE WEEK (more)
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Unica Corporation announced enhancements to its Affinium suite to improve marketers' abilities to optimize the selection and delivery of the most relevant and profitable marketing messages for each customer-across many channels from potentially billions of possible combinations of offer, channel, and timing.
Thailand's leading telecommunications service provider, TRUE Corporation has selected NICE SmartCenter for its VoIP contact centers. NICE Perform and the NICE workforce management solutions will replace competing systems being used today. TRUE selected NICE SmartCenter to leverage the synergies of the NICE solutions, to improve customer service, dispute resolution capabilities, and operational efficiency.
NetSuite announced the introduction of two new vertical editions created specifically to address the unique business needs of ebusiness companies: NetSuite Ecommerce Company Edition and NetSuite Ecommerce+ Company Edition. In conjunction, NetSuite has also added new Web Store functionality.
Parallels announced that its Parallels Automation data center solution now supports Microsoft Dynamics CRM 4.0. Parallels Automation provides a back-office infrastructure so service providers can incorporate CRM into their service offerings.
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.
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.
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.
Following the December launch of its next-generation, enterprise workforce optimization (WFO) suite, Verint announced Impact 360(r) Express, which delivers WFO to contact centers in the small and medium sized business (SMB) market.
Avidian Technologies announced the launch of Prophet 5, the newest version of its Outlook-based contact management and CRM solution. Prophet 5 includes improved usability and more advanced contact management features integrated with Outlook, eliminating the need to shift back and forth between multiple applications.
Capital Processing Network, a provider of electronic payment processing products and services, is using the Sage SalesLogix CRM suite to manage its sales, customer service, and technical support departments. Capital Processing began operations in November 2006 with early success generating $4 Million in revenue during 2007.
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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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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 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.
| | | 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.
| | May 19-22, 2008: ACCM 2008 - A comprehensive conference for catalog, internet and multichannel professionals. See leading icons like Bill Bass, CEO of Fair Indigo, and Keith Wardell, Author of Marketing Out Of Control and select from 100 growth-building sessions led by 200 faculty members.
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| CRMAdvocate Stock Index |
| CRMSI | 56.49 |  | 0.41% |
| Dow Jones | 12,302.46 |  | -0.98% |
| Nasdaq | 2,280.83 | | -1.91% |
| S&P 500 | 1,325.76 | | -1.16% |
| Top Gainers |
| SAP | 48.8 | | 57.90 |
| HP | 46.64 | | 49.78 |
| NCR | 22.16 | | 47.99 |
| Top Losers |
| eOn | 0.31 | | 0.78 |
| Selectica | 1.4 | | 1.75 |
| Broadvision | 1.11 | | 2.20 |
| Complete Stock Index |
| As of close 03/27/08 | |
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