 OUR TAKE -
Second Decade, Second Chance
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| Lasting Impressions:
Never confuse a single defeat with a final defeat.
-
F. Scott Fitzgerald
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Well, here we are at the end of the first week of the second decade. Hopefully, you have found inspiration in the column this week to recapture your mission. Perhaps you have a new mission to be discovered.
Indeed, there may be many things in the past ten years you wish you had done to better the customer experience. There may be those missteps or miscues that cost you momentum with your existing customers or lost opportunity with new ones. That's OK. You are still in the fight. You have the opportunity to learn from history.
Now is the time to seize your second chance in the second decade. Grab your mission and run with it. Have a ten year vision and start living it in the next ten days, the next then weeks, the next ten months. Heck, think about what you can do in the next ten hours!
Every moment is the next second chance. Make the most of it. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Chordiant | 3.81 |  | 0.48 |
| APAC | 6.07 | | 0.29 |
| Epicor | 8.23 | | 0.23 |
| SAP | 49.17 | | 1.26 |
| eLoyalty | 7.06 | | 0.15 |
| NICE | 33.67 | | 0.66 |
| ClickSoftware | 7.29 | | 0.11 |
| SupportSoft | 2.68 | | 0.03 |
| Tekelc | 15.81 | | 0.15 |
| Astea | 3.27 | | 0.03 |
| Sykes | 25.75 | | 0.17 |
| CDC | 2.59 | | 0.01 |
| ICT | 16.44 | | 0.02 |
| HP | 52.2 | | 0.02 |
| Rainmaker | 1.6 | | 0 |
| ATG | 4.7 |  | -0.01 |
| NetSuite | 16.07 | | -0.05 |
| Oracle | 24.38 | | -0.08 |
| Convergys | 11.02 | | -0.04 |
| Teletech | 20.22 | | -0.09 |
| Salesforce | 74.04 | | -0.33 |
| NCR | 11.48 | | -0.08 |
| LivePerson | 7.06 | | -0.06 |
| Interactive | 19.02 | | -0.18 |
| Microsoft | 30.45 | | -0.32 |
| Unica | 7.66 | | -0.09 |
| Amdocs | 28.08 | | -0.43 |
| RightNow | 16.49 | | -0.3 |
| Pegasystems | 33.42 | | -0.76 |
| Jacada | 1.44 | | -0.05 |
| Selectica | 0.25 | | -0.01 |
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As of 4:00 p.m. on 1/7/10 |
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 NEW IN CRM
News: New ManageEngine ADSelfService Provides Password Self-Service
ManageEngine announced a new version of ManageEngine ADSelfService Plus, a web-based self-service password reset portal, allowing end users to reset their password, unlock their account and update their directory information, without requiring the time and attention of administrators or help desk technicians. The new version also provides administrators with reporting on the status of user licenses, flagging unused or terminated accounts, opening those licenses for use by other users. (ManageEngine
)
News: Parker Integrates with Salesforce.com and Microsoft Dynamics
Parker Software, a U.K. based software company, announced the integration of their product, WhosOn - a solution that tracks, engages, and reports on visitors to a website in real-time through live chat and web analytics - with Salesforce.com and Microsoft Dynamics. Through the WhosOn interface, website visitor details can be sent directly to either Salesforce.com or Microsoft Dynamics. Other features for both platforms include click to call back requests can be sent directly to the application and live chat transcripts can be added to the history of a prospect, lead or customer.(Parker Software
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Article: Four Reasons the Majority Of CEM Initiatives Fail
The road to hell is paved with good intentions. So is the road to elevating customer experience. Each day, a whole lot of CEM initiatives large and small go in the tank and are abandoned. Why – especially at a time when improving customer experience is more important then ever? Unfortunately, for the same reasons so many well-meaning CRM initiatives failed (and I’m not referring to “technology-first” initiatives, which we’re so dumb they never had a chance).(CustomerThink
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News: Jive Software Acquires Social Media Monitoring, Filtrbox
Jive announced the acquisition of privately-held Filtrbox, a social media monitoring (SMM) company. Jive will integrate the Filtrbox real-time social media monitoring and engagement capabilities into the Jive SBS platform to help enterprises harness the power of the social web and change the way they make decisions, develop products, go to market, and engage with customers, prospects and brand influencers. Financial details of the transaction were not disclosed.(Jive Software
)
News: Bulgaria's Mobiltel Deploys Amdocs CES
Mobiltel (M-Tel), the largest mobile provider in Bulgaria announced the deployment of Amdocs CES Customer Management products. More than 1,000 users across M-Tel's contact centers and retail shops are using the deployment as part of a larger project encompassing integrated billing, ordering and customer management solutions from Amdocs. Amdocs also worked with its partner, SAS, to deliver SAS' Campaign Management software and integrate it with the Amdocs Customer Management products. (Amdocs
)
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