 OUR TAKE -
Empire of Spin
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Men have become the tools of their tools.
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Henry David Thoreau
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Yesterday, I highlighted The Most Worrying Trend offered by Peggy Noonan of the Wall Street Journal. That worrying trend is that institutions of all kinds - government, business, media, religion, etc. - have forgotten their mission.
She writes, "And as all these institutions forgot their mission, they entered the empire of spin. They turned more and more attention, resources, and effort to the public perception of their institution, and not to the reality of it. Everyone gave their efforts to how things seemed and not how they were."
In my opinion, the customer experience cannot be sustained by articulating how things seem. The customer experience is based on how things are. And that gets us back to mission.
More specifically, it gets us back to the idea that organizations must recapture the mission. More tomorrow . . . That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| CDC | 2.54 |  | 0.21 |
| Selectica | 0.27 | | 0.01 |
| Tekelc | 15.75 | | 0.25 |
| LivePerson | 7.08 | | 0.08 |
| HP | 52.67 | | 0.22 |
| Chordiant | 3.03 | | 0.01 |
| NCR | 11.32 | | 0.01 |
| Microsoft | 30.96 | | 0.01 |
| Amdocs | 28.74 | | 0 |
| ClickSoftware | 7.2 | | 0 |
| Astea | 3.37 | | 0 |
| Oracle | 24.82 |  | -0.03 |
| Convergys | 10.92 | | -0.02 |
| NICE | 31.6 | | -0.12 |
| Salesforce | 74.5 | | -0.32 |
| SAP | 46.82 | | -0.29 |
| Pegasystems | 34.7 | | -0.25 |
| SupportSoft | 2.71 | | -0.02 |
| Epicor | 8.02 | | -0.07 |
| NetSuite | 16.2 | | -0.18 |
| Teletech | 20.41 | | -0.25 |
| ICT | 16.24 | | -0.2 |
| RightNow | 17.66 | | -0.22 |
| Interactive | 19.14 | | -0.33 |
| APAC | 5.85 | | -0.11 |
| ATG | 4.7 | | -0.1 |
| Sykes | 25.06 | | -0.59 |
| Jacada | 1.44 | | -0.06 |
| Unica | 7.86 | | -0.33 |
| eLoyalty | 6.94 | | -0.31 |
| Rainmaker | 1.4 | | -0.09 |
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As of 4:00 p.m. on 1/5/10 |
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 NEW IN CRM
News: ClickFox Releases Cross-Channel ROI Calculator
ClickFox has launched an interactive online tool that calculates and forecasts potential return on investment (ROI) for improving customer experience across various service channels and touch points, including retail, Web, IVR and call centers. Focusing on operational efficiency, the calculator was designed based on real engagements with leading, world-class organizations across industries who have realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different channels. To use the ROI calculator, visitors enter the number of customers their company serves, and the tool calculates their potential ROI using default data gathered from ClickFox’s growing repository representing billions of complex customer interactions.(ClickFox
)
News: PROS Pricing Power Unleashed on Salesforce.com AppExchange
PROS, a provider of pricing software, has joined Salesforce.com AppExchange to enable Salesforce.com’s users to apply optimal price to every quote, every time. PROS enhances the site’s existing and planned quoting capabilities, enabling customers to use multiple negotiation approaches, such as volume-based incentives and tiered structures. Users now have real-time visibility into deal metrics, such as profitability and deal scores, to identify optimized prices that will help them respond quickly and confidently to market and competitive demands. (PROS
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Article: An Adaptive CRM Strategy Pays Off
In business, as in life, the only constant is change. The problem is, changes in your environment generally don't translate to your enterprise business applications, including CRM. For many years, organizations have made considerable investments in CRM applications and techniques. However, the original vision for CRM has long been outdated and has not been updated to reflect current business conditions, as well as the advancing state of the technology.(DestinationCRM
)
News: Bouygues Telecom Deploys Verint's Quality Monitoring Software
Bouygues Telecom — a French telecommunications operator — is implementing the Impact 360® Quality Monitoring solution from Verint® Witness Actionable Solutions. Bouygues Telecom is deploying the software across some 2,000 agent seats in its six customer relations centers located across France. (Verint
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Article: How Will the Health-Care Debate Impact Contact Centers?
For many employers it will make little or no difference that health care is going to be offered. However, the issue will be the indirect increase in "tax"-like expenses to pay for health care. Nobody can see far enough out to figure out what this will mean, but wage increases make the domestic option for contact center operations less attractive. (CRM Daily
)
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