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4/10/08 - Are the Airlines Listening to CRMAdvocate?
American Airlines found it necessary to ground more aircraft as part of an on-going effort of inspections and updates to be in full compliance with safety standards. The new effort started earlier this week, but it seems the airline learned a little bit from the last encounter on how to better deal with the customer experience. Could it be they are reading this column?
One of our recommendations was for American Airlines (and all airlines) to be more pro-active with affected passengers. Don't wait until they get to the airport to give them the bad news. It seems AA took our advice with announcements in major media outlets and on their web site. I'm assuming they pro-actively communicated with some passengers via email and cell phone too. Good for them.
An article in my local newspaper today suggested up to 100,000 passengers on 1,094 cancelled flights were affected yesterday adding the company would give $500 travel vouchers to anyone stranded overnight. If they had to pay out to all affected passengers, we are looking at a $50 million tab. Ouch! I bet the advanced notice significantly reduced that exposure. Don't you?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Iontas announced an OEM partnership agreement with a leading boutique CRM provider. This CRM provider will supplement their services with behavioral analytic software provided by the Iontas Focus Software Suite, enabling contact centers to analyze activity of agents during and after customer calls.
A majority of U.S. adults are skeptical about the practice of websites using information about a person's online activity to customize website content. However, after being introduced to four potential recommendations for improving websites privacy and security polices, U.S. adults become somewhat more comfortable with the websites use of personal information.
Parallels announced that Cobweb, a provider of hosting services in Europe, will be the first service provider to use Parallels Automation with hosted Microsoft Dynamics CRM 4.0, an integrated customer relationship management (CRM) system.
SpringCM announced that it has raised an additional $14 million to fund its growth. The financing includes two major components: a $10 million Series B Preferred equity round led by North Bridge Venture Partners and including Foundation Capital, the Series A lead investor; and a $4 million credit facility with Comerica Bank through its Technology & Life Sciences Division.
Adelina Petrov, director of sales and operations analysis at International Cruise & Excursions (ICE), has won the 2008 Workforce Management Professional of the Year Award from the Society of Workforce Planning Professionals (SWPP). Petrov won the award for successful workforce planning and the implementation of PerformanceEdge workforce management capabilities.
SpringCM announced that it has raised an additional $14 million to fund its growth. The financing includes two major components: a $10 million Series B Preferred equity round led by North Bridge Venture Partners and including Foundation Capital, the Series A lead investor; and a $4 million credit facility with Comerica Bank through its Technology & Life Sciences Division.
Ingle International is announcing the official launch of a new and expanded contact service center with a contact centre platform from Altitude Software to handle the growing needs of Ingle and its sponsor groups.
ORION Marketing Group has successfully CatNET, a hosted CRM platform. This Web-based Customer Assistance Tool utilizes three portals to service call center agents, management and clients.
Microsoft announced that Chicago-based uBid, which helps sellers and manufacturers liquidate excess inventory, has chosen Microsoft Dynamics AX 4.0 with Microsoft Dynamics CRM Online to replace both its Oracle E-Business Suite enterprise resource planning system and its Siebel CRM software.
According to its final 2007 figures, InVision Software AG increased its Group revenues by 48 percent to EUR 15.9 million in fiscal year 2007.
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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 |
| Dow Jones | 12,612.43 |  | 0.00% |
| Nasdaq | 2,364.83 | | 0.00% |
| S&P 500 | 1,372.54 | | 0.00% |
| Top Gainers |
| SAP | 52.63 | | 57.90 |
| HP | 46.07 | | 49.78 |
| NCR | 23.72 | | 47.99 |
| Top Losers |
| eOn | 0.34 | | 0.78 |
| Selectica | 1.48 | | 1.75 |
| Broadvision | 1.12 | | 2.20 |
| Complete Stock Index |
| As of close 04/09/08 | |
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