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Good resolutions are simply checks that men draw on a bank where they have no account.
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Oscar Wilde
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Yesterday, I suggested that even if your organization made monumental strides in 2009 to improve the customer experience, now is the time to re-set the bar even higher - More, Better, Faster.
As it relates to CRM implementations, I often see organizations place heavy emphasis on phase one with an eye on additional improvements in subsequent phases. That's good because not everything can be done at once. Unfortunately, many organizations never get around to the next phase.
Reasons vary but the phenomenon is worrisome. Only if customer expectations are unchanging can you afford to leave your CRM strategies unchanging. And that is not likely to be the case. So it's time to step up your CRM game to the next version.
How will your CRM implementations look different at the end of the year? What's your take?
Gary Lemke, Publisher
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| CDC | 2.95 |  | 0.28 |
| Convergys | 11.54 | | 0.5 |
| Pegasystems | 34.54 | | 1.33 |
| LivePerson | 7.46 | | 0.23 |
| SAP | 50.64 | | 1.1 |
| ClickSoftware | 7.4 | | 0.15 |
| Jacada | 1.49 | | 0.02 |
| Amdocs | 28.82 | | 0.33 |
| Interactive | 19.15 | | 0.07 |
| RightNow | 16.5 | | 0.04 |
| Oracle | 24.69 | | 0.01 |
| Astea | 3.27 | | 0 |
| NetSuite | 16.16 |  | -0.04 |
| Unica | 7.92 | | -0.02 |
| HP | 52.43 | | -0.16 |
| NCR | 11.63 | | -0.04 |
| SupportSoft | 2.75 | | -0.01 |
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| Salesforce | 73.65 | | -0.5 |
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| Microsoft | 30.27 | | -0.39 |
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| Rainmaker | 1.57 | | -0.03 |
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As of 4:00 p.m. on 1/11/10 |
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 NEW IN CRM
News: Sony Europe Consolidates with Dimension Data and Sword Ciboodle
Sword Ciboodle and Dimension Data announced that they have jointly implemented a pan-European contact centre solution for Sony Europe’s Consumer Electronics division. Sony is represented across Europe by sales divisions in each of its local markets, which are the single point of contact for both the channel partners and the end consumers in those markets. Sony Europe’s contact centres provide support for its pre-sales, post-sales and repairs services. The joint solution offers multi-channel support for contact history, case management, reporting, KPI management, outbound call back, and multiple languages. (ciboodle
)
News: Retailer Deploys Altitude Solutions for International Service
Dufry – Duty Free, a global retailer with 1018 shops located at airports, cruise liners, seaports, and other travel facilities deployed the Altitude Software’s Altitude uCI customer interaction management suite at its contact center located in Brazil to extend its customer service to 40 countries, providing assistance to millions of customers around the world. Dufry now answers 85% of calls in under 40 seconds, replies 90% of emails within 24 hours and 98% of chats take place immediately.(Altitude
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Article: Contact in the Cloud
By facilitating integration with hosted applications, cloud computing has permanently changed what you can expect from a contact center, and in turn, has changed what customers can expect in terms of sales, support, and service. Hosted offerings have enabled businesses to access a wide range of technologies over the Internet, without going through the costly processes of licensing software, purchasing hardware, building infrastructure, and dedicating internal resources to maintain and upgrade their technologies. In turn, companies can focus on their customers and improving business processes instead of maintaining complex call center infrastructure.(DestinationCRM
)
Article: Seven CRM lessons to take from 2009
Phew. It has been a tough year. Still, there have been some major lessons learned this year – and if we really are seeing the green shoots of recovery then these lessons are sure to stand us in good stead for the year to come. So let’s take the time to deliberate over some of the main talking points and emerging trends and digest their implications for the future.(MyCustomer
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News: KIVA Group Delivers CRM for Community Financial Institutions
KIVA Group announced a new solution for mid-tier and community financial institutions - KIVA’s Respect™ 7 software suite- offering an automated approach to selling, servicing and developing loyal relationships with their customers and members. Built upon a common Microsoft .Net infrastructure, KIVA’s Respect 7 helps banks and credit unions manage customer interactions at any and all touch points – branch/teller, internet, call center, IVR, email and mobile devices. The Company’s integrated applications can be implemented as point solutions or as the foundation of a unified customer relationship management (CRM) strategy. (KIVA
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