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4/16/08 - When Zero Costs You More Than Zero
Yesterday, I shared a Wall Street Journal article about how one company discovered an annoying aspect of their web experience. Specifically, U.S. Airways found a significant number of instances of customers mistaking the "O" for a zero and vice versa when entering their frequent flyer ID. The result was less than a positive customer experience.
In addition to being a bit annoying, a number of those instances created a call to the call center for help. That is a real cost of doing business. And it is one that can be addressed. Could you place a definitive number to the cost savings if your company were to eliminate the "O" and the zero from user ids?
Add in the soft costs of an improved customer experience and I bet the aggregate savings among CRMAdvocate subscribing companies is easily tens of millions of dollars. Maybe more. How much can you save?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Kaleidico.com, makers of lead management technology, announced the release of SalesTwit.com, a new concept for working sales leads in any industry, in any language, and in any country. By simply connecting sales leads from any source- database, real time Internet leads, spreadsheet, or address book- someone can effectively work their leads no matter where they are by using any web, desktop, mobile or wireless tool.
CallMiner and Aspect Software announce that Evanston Northwestern Healthcare (ENH), a system of hospitals and a 500-physician medical group, will be deploying Aspect Unified IP coupled with CallMiner Eureka. to enhance overall patient care.
Bharti Airtel Limited, a leading telecommunications provider in India, has rolled out three new services to its Airtel broadband customers using SupportSoft software. Bharti launched these services under the "NetXpert" brand, offering automated broadband self-care technology including automated installation and enhanced customer care to its approximately two million broadband subscribers across India.
Pegasystems announced the immediate availability of its Internet Application Composer, a new product within its SmartBPM Suite. Internet Application Composer allows organizations to accelerate web application development of a multiple channel customer experience including branch offices, contact centers, agent desktops, portals, and the internet.
TeleTech Holdings announced that it has signed a multiyear agreement with a Global 100 communications services provider.
Infusion Software, a provider of eMarketing software, announced the company has changed its name to Infusionsoft. The company's web-based tool, formerly known as Infusion CRM, will now be known as Infusionsoft.
Maximizer Software announced financial results for its first quarter reporting total revenues increased 10% to US$4.4 million compared to US$4.0 million in the corresponding quarter of 2007.
Aspen Marketing Services announced a partnership with Xtime, a provider of service CRM and scheduling solutions for automotive dealerships. Aspen's existing multichannel automotive CRM capabilities, Identify! Plus and AppointNet, will be bolstered by Xtime's Web-based platform to provide automotive dealers with call scheduling solutions.
For the quarter ended December 31, 2007, Astea reported revenues of $6.8 million, which was 26% greater than revenues of $5.4 million for the same period in 2006. Net loss for the quarter was $80,000 or ($.02) per share, compared to a net loss of $1.0 million or ($.29) per share for the same period in 2006.
SugarCRM has deployed Zenoss for Service Providers to monitor and manage its end-to-end Software-as-a-Service (SaaS) offering, including networks, servers and end-user application performance through synthetic transactions.
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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 | 58.45 |  | 3.04% |
| Dow Jones | 12,362.47 | | 0.49% |
| Nasdaq | 2,286.04 | | 0.45% |
| S&P 500 | 1,334.43 | | 0.46% |
| Top Gainers |
| SAP | 51.08 | | 57.90 |
| HP | 45.82 | | 49.78 |
| NCR | 23.44 | | 47.99 |
| Top Losers |
| eOn | 0.32 | | 0.78 |
| Selectica | 1.48 | | 1.75 |
| Broadvision | 1.14 | | 2.20 |
| Complete Stock Index |
| As of close 04/15/08 | |
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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.
|  | | 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.
| | May 19 - 21, 2008: Call Center & Demo Conference - Call Center Demo & Conference regional events have been an integral part of the call center industry for over seven years. Quality education and a pedestal style demo-hall keeps alumni coming back year after year and provides new industry professionals the inspiration and solutions they need to succeed.
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