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| Stock Ticker |
| Rainmaker | 1.6 |  | 0.2 |
| Chordiant | 3.33 | | 0.3 |
| NICE | 33.01 | | 1.41 |
| Jacada | 1.49 | | 0.05 |
| SAP | 47.91 | | 1.09 |
| NCR | 11.56 | | 0.24 |
| Sykes | 25.58 | | 0.52 |
| CDC | 2.58 | | 0.04 |
| Convergys | 11.06 | | 0.14 |
| ICT | 16.42 | | 0.18 |
| LivePerson | 7.12 | | 0.04 |
| Interactive | 19.2 | | 0.06 |
| ATG | 4.71 | | 0.01 |
| Salesforce | 74.37 |  | -0.13 |
| Epicor | 8 | | -0.02 |
| ClickSoftware | 7.18 | | -0.02 |
| eLoyalty | 6.91 | | -0.03 |
| Teletech | 20.31 | | -0.1 |
| NetSuite | 16.12 | | -0.08 |
| Tekelc | 15.66 | | -0.09 |
| Microsoft | 30.77 | | -0.19 |
| Amdocs | 28.51 | | -0.23 |
| HP | 52.18 | | -0.49 |
| APAC | 5.78 | | -0.07 |
| Unica | 7.75 | | -0.11 |
| Oracle | 24.46 | | -0.36 |
| Pegasystems | 34.18 | | -0.52 |
| SupportSoft | 2.65 | | -0.06 |
| Selectica | 0.26 | | -0.01 |
| Astea | 3.24 | | -0.13 |
| RightNow | 16.79 | | -0.87 |
|
As of 4:00 p.m. on 1/6/10 |
|
 NEW IN CRM
News: CDC Software Proposes To Buy Chordiant Software
CDC Software Corporation announced that it has delivered a proposal to Chordiant Software, Inc. to acquire all the outstanding shares of Chordiant, a provider of customer experience software and services, in a cash and stock transaction valued at $105.1 million. CDC Software believes the combination between the two companies would create a front office platform in the enterprise market. CDC Software shares several of Chordiant’s Top 40 customers that include mutual customers like Barclays, ING, Littlewoods, MetLife, Principal Financial Group, and Wellpoint. (CDC Software
)
News: ASP Publishes Report On "Setting Limits On Unlimited Support"
In a new report, the Association of Support Professionals (ASP) suggests that technical support quality could be greatly improved by adopting a more selective approach to the kinds of problems that support agents are expected to handle. "Currently, the gold standard for support is, 'We'll answer any question the customer asks,'" says ASP executive director Jeffrey Tarter. "That sounds wonderful, but in fact this open-ended promise often frustrates customers who find that there really are problems where support can't or won't help."(ASP
)
Article: Contact Center Benchmarking Study Emphasizes Profits, Processes
Despite the recession, more and more contact centers are evolving into profit centers for their organization, an annual benchmarking study has found. "We were expecting to see a great deal of focus on cost management, cost control and cost optimization," said Martin Dove, global managing director for customer interactive solutions at Dimension Data. "One of the things we were surprised to see was how much more focus there was on revenue generation, specifically as it relates to customer retention."(SearchCRM
)
News: SugarCRM Announces General Availability of Sugar 5.5
SugarCRM announced the general availability of Sugar 5.5 which includes a new web services framework, platform improvements, the ability to create custom themes, and enhanced mobile features. New application capabilities include features for managing SugarCRM in a mobile environment and the ability to assemble teams to collaborate on projects. (SugarCRM
)
Article: The Vendor Vultures
It’s becoming increasingly difficult to identify a CRM vendor’s key competencies or customer base. The game of moving upstream and attracting new customers seems to have grown more complicated — with the mainstays in the CRM industry entering new sectors, marketing to new segments, and even targeting competitors’ customers with the lure of better offers. One key player in this still-shifting competitive landscape is Salesforce.com, which, despite breaking the billion-dollar mark in annual revenue and a much-publicized effort to target enterprises, decided 2009 was the time to introduce what some called a long-overdue offering for contact management. (DestinationCRM
)
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OUR TAKE -
Recapturing the Mission