 OUR TAKE -
More, Better, Faster
 |
| |
| |
 | Recent Editions of CRMAdvocate
|
| Lasting Impressions:
A New Year's resolution is something that goes in one year and out the other.
-
Anonymous
|
According to an Accenture 2009 Global Consumer Satisfaction Report, technology has improved customer service. But the majority of consumers still aren't satisfied. Here's what they want:
74% - Easier/more convenient service.
67% - More knowledgeable representatives.
66% - Faster service.
64% - More options for obtaining service.
39% - Special services for good customers.
For the organization that has invested in more, better, and faster service, these figures can be disheartening. It seems no matter how much one improves, the customer seems to want more. As you know, expectations don't remain static . . . at least not for long.
So no matter how much improvement you made last year, now is the time to raise the standards for 2010. Yes, that means more, better, faster. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
|
|
|
Action Center
 Free Subscription
Submit Content
Industry Events
Webcasts
Archive
| Stock Ticker |
| Selectica | 0.27 |  | 0.02 |
| Chordiant | 3.96 | | 0.15 |
| Unica | 7.94 | | 0.28 |
| CDC | 2.67 | | 0.08 |
| SupportSoft | 2.76 | | 0.08 |
| LivePerson | 7.23 | | 0.17 |
| APAC | 6.2 | | 0.13 |
| Jacada | 1.47 | | 0.03 |
| NCR | 11.67 | | 0.19 |
| Teletech | 20.52 | | 0.3 |
| Amdocs | 28.49 | | 0.41 |
| Oracle | 24.68 | | 0.3 |
| NetSuite | 16.2 | | 0.13 |
| SAP | 49.54 | | 0.37 |
| HP | 52.59 | | 0.39 |
| Microsoft | 30.66 | | 0.21 |
| Epicor | 8.26 | | 0.03 |
| Sykes | 25.84 | | 0.09 |
| Interactive | 19.08 | | 0.06 |
| ICT | 16.49 | | 0.05 |
| Convergys | 11.04 | | 0.02 |
| Salesforce | 74.15 | | 0.11 |
| Astea | 3.27 | | 0 |
| Rainmaker | 1.6 | | 0 |
| RightNow | 16.46 |  | -0.03 |
| ClickSoftware | 7.25 | | -0.04 |
| Pegasystems | 33.21 | | -0.21 |
| eLoyalty | 7.01 | | -0.05 |
| NICE | 33.39 | | -0.28 |
| Tekelc | 15.67 | | -0.14 |
| ATG | 4.64 | | -0.06 |
|
As of 4:00 p.m. on 1/8/10 |
|
 NEW IN CRM
News: Empolis' Service Lifecycle Suite Enables Rapid Implementation
Empolis announced Empolis:Service Lifecycle Suite (e:SLS) 6.1, the enhanced version of the company’s knowledge-centric application suite for customer service and support organizations. For companies with long-term, multifaceted customer relationships or complex technical products, e:SLS provides consistent, proactive and personalized customer experiences across channels. The new release includes a set of service templates designed to address technical service and support requirements for complex products, as well as the offerings of consumer-focused companies. (Attensity
)
Article: Sales Away into the Cloud
When Joe Galvin started his first job, as a door-to-door salesman for Xerox, he says he needed just three things: sales training to provide the necessary skills; familiarity with the sales process; and knowledge of his company’s offering. These remain the fundamentals of the sales game, but the circumstances have changed dramatically as consumers gained the upper hand thanks to the Internet — and now social technologies. “The Internet provides information,” says Galvin, now a vice president and research director at sales and marketing consultancy SiriusDecisions. (DestinationCRM
)
News: Retailers Using ATG See a Holiday Surge in Web Sales
ATG announced its retail Commerce OnDemand clients saw a year-over-year increase in Web sales and conversion rates for the 2009 holiday shopping season. Market research groups and analyst firms are now reporting strong online sales figures for the 2009 holiday season, with the latest numbers revealing a year-over-year e-commerce growth rate of 15.5 percent, according to MasterCard advisors' SpendingPulse, which tracks all forms of payment. ATG clients experienced even stronger results with year-over-year Web revenues growing an average of 19 percent for the top 10 retailers on the ATG Commerce OnDemand platform.(ATG
)
Article: How to Ensure Quality of Service Affects Quality of Experience
Why do you need to ensure quality of service (QoS) positively affects a customer's quality of experience (QoE)? Let's say you call to make a reservation at a nice hotel. You listen to the options and press '2' to learn which rooms are available, then you choose to reserve a room and press '1' to reach a reservation specialist. When you are transferred to a live voice, you reach the wrong person. Although you may eventually get through to the correct line, now you find you're experiencing bad voice quality, which means you can't understand half of what is being said. Perhaps your call is even dropped. Are you still going to make a reservation at this hotel? Most likely the answer is "No."(Contact Professional
)
News: Lithium Technologies Raises $18 Million in Series C Financing
Lithium Technologies has completed an $18 million round of Series C equity funding in December 2009, adding two new venture capital partnerships – DAG Ventures and Tenaya Capital. DAG Ventures and Tenaya Capital join three current investors participating in the round -- Benchmark Capital, Emergence Capital and Shasta Ventures – each of which also invested in a $12M Series B financing round in June 2008. The announcement comes on the heels of new product bookings, new customers, and expansion with existing customers. (Lithium
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
