 OUR TAKE -
Who Is Your Hero?
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Time moves in one direction, memory in another.
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William Gibson
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Yesterday, I shared a termed coined by Peppers and Rogers - Transaction Myopia. Basically, it is affliction that prevents most executive teams from fully embracing a customer-centric point of view.
What can you do if you think your organization is afflicted? Peppers and Rogers suggest that instead of thinking in transaction terms, you need to think in customer terms. Specifically, rather than focusing on maximizing the number of a single type of transaction to countless customers, focus on individual customers with an eye on maximizing the number of transactions. The shift in focus may seem subtle. It's not. Such a shift is a profound, difficult change.
Is the customer your hero? Peppers and Rogers suggest that "for most businesses, the product transaction is the hero." What must change for your business to make the customer the hero?
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Unica | 8.18 |  | 0.38 |
| Rainmaker | 1.57 | | 0.07 |
| Selectica | 0.27 | | 0.01 |
| Astea | 3.25 | | 0.1 |
| LivePerson | 7.34 | | 0.18 |
| SupportSoft | 2.77 | | 0.06 |
| Pegasystems | 35.25 | | 0.75 |
| Epicor | 8.2 | | 0.17 |
| RightNow | 17.36 | | 0.33 |
| NCR | 12.15 | | 0.23 |
| Convergys | 11.52 | | 0.21 |
| SAP | 50.39 | | 0.84 |
| APAC | 6.12 | | 0.1 |
| Teletech | 20.05 | | 0.32 |
| Sykes | 25.61 | | 0.34 |
| NetSuite | 15.84 | | 0.21 |
| ICT | 16.44 | | 0.18 |
| Oracle | 24.8 | | 0.24 |
| Microsoft | 30.35 | | 0.28 |
| Tekelc | 15.52 | | 0.13 |
| Chordiant | 3.67 | | 0.03 |
| HP | 52.22 | | 0.25 |
| ClickSoftware | 7.28 | | 0.03 |
| Salesforce | 68.5 | | 0.21 |
| Interactive | 18.72 |  | -0.01 |
| ATG | 4.4 | | -0.01 |
| eLoyalty | 6.52 | | -0.04 |
| NICE | 32.54 | | -0.34 |
| CDC | 2.75 | | -0.03 |
| Jacada | 1.53 | | -0.03 |
| Amdocs | 27.87 | | -0.76 |
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As of 4:00 p.m. on 1/13/10 |
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The Connected World Survey, conducted by analyst firm Frost & Sullivan, explores how service providers are planning for the evolution of the connected world. It is predicted that trillions of devices will be connected to the network by the year 2017, and that this "connected world" will be driven by the hyper-growth in demand for ubiquitous connectivity, information anytime, anywhere and smarter connected devices. The survey identified the technology challenges, business models and partnerships that service providers are considering in the near future in order to meet the demands of the connected world.(Amdocs
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Article: Contact Center Benchmarking Study Finds Emphasis On Profits
Despite the recession, more and more contact centers are evolving into profit centers for their organization, an annual benchmarking study of contact centers across the globe by Dimensions Data. Among the survey results showing this focus on profit was the number of contact centers that had processes in place to identify sales opportunities. That grew from 50% of respondents last year to 60%.(SearchCRM
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