 OUR TAKE -
The Most Worrying Trend
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One resolution I have made, and try always to keep, is this: To rise above the little things.
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John Burroughs
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Today, I continue my thoughts on the new year - Twenty Ten - as inspired by Peggy Noonan's column in the Wall Street Journal, "Look Ahead with Stoicism - and Optimism."
She writes, "Maybe the most worrying trend the past 10 years can be found in this phrase: 'They forgot the mission.' So many institutions . . . acted as if they had forgotten their mission, forgotten what they were about, what their role and purpose was, what they existed to do." Backing up the claim are compelling examples in government, business, journalism, and even religion.
If there is a systemic "loss of mission," what can be said about the customer experience? Indeed there are many great examples of awesome customer experiences that run counter to a seemingly mission-less decade.
I wonder how great the customer experience can be should we see a trend of re-captured missions in the next decade. For now, that's my take - more tomorrow. What's your take?
Gary Lemke, Publisher
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As of 4:00 p.m. on 1/4/10 |
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 NEW IN CRM
News: Australia's CQUniversity Taps Consona CRM
CQUniversity, an Australian public university based in Queensland, selected Consona CRM in an effort to centralize and enhance customer service, and reduce operating costs amid funding cuts. CQUniversity standardized on Consona CRM after funding cuts forced a closer look at operating expenditure. Rather than scale back on programs and services, the university determined it must cut extraneous costs wherever possible, while also searching for new sources of revenue. Before deploying Consona CRM, CQUniversity had 11 separate groups providing customer service. After a short four-month implementation, the university was able to consolidate and centralize its customer service groups, thereby providing a path to improved service at a reduced cost. (Consona
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News: Parature Announces Integration with Microsoft Dynamics CRM
Parature announced integration between its customer service software suite and Microsoft Dynamics CRM. Parature’s integration, named ParaConnect for Microsoft Dynamics CRM Online, offers a customer service suite for Microsoft customers and provides a one-stop shop for all their service and support needs.(Parature
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News: Oracle Announces PeopleSoft CRM for Higher Education 9.1
Oracle announced the general availability of Oracle’s PeopleSoft Enterprise Customer Relationship Management (CRM) Release 9.1 for Higher Education, which includes new and enhanced capabilities to help higher education institutions better manage constituent relationships across the lifecycle. PeopleSoft Enterprise CRM 9.1 for Higher Education combines Oracle’s enterprise CRM system with higher education-specific functionality to provide institutions with tools to establish contact, generate interest and strengthen relationships during the recruiting process, while providing students with a personalized experience as they move through the lifecycle from prospect to enrolled student to graduate and lifelong learner.(Oracle
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Article: Customer Privacy Not as Big as Trust -- Trust Me
Who doesn't love Facebook? Raise your hand. Oh, c'mon. But the fact that nearly 400 million people use Facebook for communications and interactions with peers and now more frequently with companies that interest them is no metaphor. The number keeps growing and the interest increasing. But you already know that, don't you? What you also know, but don't think about much, is an inconvenient fact -- Facebook isn't just a social network aka hangout for you and your buds, it's a business that needs to satisfy shareholders of one kind or another. (SearchCRM
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Article: Moving Your Contact Center Forward
More customer interactions are being driven by written communications, social media such as Facebook and Twitter, and web chat. Yet most contact centers do not have agents who have the skills to handle written and voice interactions. Quality, response rates, and customer satisfaction becomes poor. Hiring separate agents is recommended. (CRM Daily
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