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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4/14/08 - Bookends
We've been talking about strategies for how airlines like American Airlines can do a better job with the customer experience associated with massive grounding of aircraft. While we have focused our attention on American Airlines, it is not my attention to single out American or any other airline. I simply see this as an opportunity to discuss customer experience strategies.
Many of you have written to suggest that more pro-active communication is so critical. I agree. Furthermore, I like what American Airlines has done to refine their customer experience strategy by being more pre-emptive in their actions as well as more proactive on the back end with compensation and more communication. That's a good "bookend" strategy. Of course, making sure there is something good in the middle is important too.
You can read the apology letter that was sent via email to their frequent flyers Airline Biz Blog.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Salesforce.com and Google expanded their alliance to make it easy for companies of all sizes to run their business in the cloud with Salesforce for Google Apps. The combination of the Google Apps(TM) suite of productivity applications and the Salesforce suite of Customer Relationship Management (CRM) applications enables businesses to communicate and collaborate without any hardware or software to download, install or maintain.
Oracle unveiled Oracle Deal Management designed to help companies increase profit by giving sales professionals a tool enabling them to optimize the deal process, control price erosion and consistently make better pricing decisions on every negotiation.
ClickSoftware Technologies, a provider of mobile workforce management and service optimization solutions, and Aspective, a Vodafone company, jointly announced a strategic partnership. Together, the two companies are launching a Field Service Management Solution geared towards service organizations with between 50-500 field resources.
Convergys plans to expand the customer care services it provides to UnitedHealth Group. UnitedHealth Group helps more than 70 million Americans achieve better health through its seven businesses: UnitedHealthcare, Ovations, AmeriChoice, Uniprise, OptumHealth, Ingenix, and Prescription Solutions.
PacificNet announced that its CRM subsidiary PacificNet Epro was recently awarded 'The Best Outsourcing Contact Center at the China Call Center Award' by CCMWorld China.
netCustomer, a provider of enterprise software support and services, announced that it is introducing customized support packages at COLLABORATE 08, a customer-led event that brings together PeopleSoft, JD Edwards World and EnterpriseOne customers.
Tangoe has teamed with Avalon Technology to provide support for wireless telecommunications expense management (TEM) services within the federal government. Avalon Technology was one of three companies recently awarded a Federal Strategic Sourcing Initiative (FSSI) Telecommunications Expense Management (TEM) contract to support mobile TEM initiatives within federal agencies.
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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 | 57.04 |  | -4.00% |
| Dow Jones | 12,325.42 | | -1.64% |
| Nasdaq | 2,290.24 | | -1.39% |
| S&P 500 | 1,332.83 | | -1.63% |
| Top Gainers |
| SAP | 50.95 |  | 57.90 |
| HP | 45.47 | | 49.78 |
| NCR | 23.36 | | 47.99 |
| Top Losers |
| eOn | 0.33 | | 0.78 |
| Selectica | 1.5 | | 1.75 |
| Broadvision | 1.14 | | 2.20 |
| Complete Stock Index |
| As of close 04/11/08 | |
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"OUR TAKE"