FEATURE
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New CRM Success Handbook:
4 Research Notes from Gartner
focusing on CRM Best Practices
Improve customer service. Optimize lead-generation. Drive increased revenue. Learn how in the latest CRM research from Gartner that covers everything from effective sales force automation and contact centers to enhanced marketing processes and customizations.
Read the
complementary handbook.
Made available by:
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4/8/08 - Not Using the Tools You Already Have
I've never worked for an airline so talking about what American Airlines, or any airline, should do when faced with a massive customer experience altering event like grounding hundreds of aircraft can be a bit reckless. But then again, an out-of-business perspective might be needed.
Many of you wrote to comment on what you would do to better serve the customer community if faced with a similar situation. The common philosophy of many airlines is to get the passenger to the airport and then best deal with each situation in a reactive way. The consistent answer among CRMAdvocate readers suggests a more pro-active strategy to reach out and communicate with customers prior to arriving at the airport.
For the airline employee, they were going to be at the airport anyway so it is no big deal. However, for most travelers, getting to the airport is more than a simple commute. It involves a higher degree of logistics, planning, and expense. Most airlines have one or more ways of communicating with passengers and potential passengers beyond the terminal counter. Why are they so under utilized when needed most?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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SupportSoft demonstrated its continued contributions in the remote device provisioning and management market with the announcement of ServiceGateway 4.0 ("SG 4.0"). New features include a customer service representative user interface with an interactive web 2.0 experience.
Art Technology Group has entered into a partnership with Publicar, a division of Carvajal, to make eStara Click to Call technology available to advertisers throughout its Web site. Using Click to Call, consumers connect immediately with Publicar advertisers over the phone.
CallMiner and the PerformanceEdge Group of Aspect Software have been chosen by Daimler Financial Services Americas to monitor the quality, content, context, intention and outcome of contact center conversations. Implementation is scheduled to begin mid-Q2 2008 with an estimated go-live date of mid-Q3 2008.
Beringer Associates, a FrontRange Solutions Partner, helped Eastern Instrumentation of Philadelphia upgrade its software, including ensuring compatibility with Eastern's Windows Vista platform. Eastern created customized screens, fields and tabs within the software to fit its specific business environment and to expedite access to relevant information needed across the sales team.
Salesforce.com and Datasul announced that Datasul Fleet Management solution is the 800th application live on the AppExchange marketplace and is the first Brazilian SaaS application. Built natively on salesforce.com's Force.com Platform, Datasul Fleet Management gives customers complete corporate fleet control and management of proprietary or third-party vehicles.
Altitude Software and Consilium Software have signed an agreement to enter into an alliance in the area of customer interaction management solutions.
TeleTech has expanded its multiyear agreement with a national provider of wireless voice, messaging, and data services. In addition to current work supported from a U.S.-based location, TeleTech will begin serving the client from delivery centers in Canada, the Philippines, and South Africa.
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 FEATURE WEBCAST (more) |
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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 | 59.12 |  | -0.77% |
| Dow Jones | 12,612.43 |  | 0.02% |
| Nasdaq | 2,364.83 | | -0.26% |
| S&P 500 | 1,372.54 | | 0.16% |
| Top Gainers |
| SAP | 52.92 | | 57.90 |
| HP | 45.92 | | 49.78 |
| NCR | 23.68 | | 47.99 |
| Top Losers |
| eOn | 0.33 | | 0.78 |
| Selectica | 1.41 | | 1.75 |
| Broadvision | 1.11 | | 2.20 |
| Complete Stock Index |
| As of close 04/07/08 | |
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"OUR TAKE"
