 OUR TAKE -
The Connected CEO
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| Lasting Impressions:
The bad news is time flies. The good news is you're the pilot.
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Michael Althsuler
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Today, I want to share a contributed letter from the CEO of a company in what appears to be an earnest attempt of putting a face and form on value.
"As we begin 2010, I want to take this opportunity to personally thank each and every one of our customers—on behalf of all our employees—for your continued support and loyalty during the past year. We know that you have a choice of brands and I feel honored that you have chosen us. I can assure you that we do not take your business for granted and we will continue to work hard each and every day to earn your trust.
2009 was a challenging year with bad economic news appearing almost daily on television, in newspapers and on the Internet. Despite these tumultuous times, I am proud to report that we have continued to invest in our brands during the past year. We are holding firm to the belief that outstanding quality and superior service are the keys to our long-term growth and success. In this regard, we sincerely appreciate the trust you continue to show in us.
During 2009, I had the opportunity to communicate with many of our customers through the "Ask the President" button on our website's home page. Your emails come directly to me, and yes, I still read each and every one—no middle man, no form letters, no kidding! I sincerely appreciate the feedback that I have received—both good and, yes, sometimes bad—as this type of input from our customers is critical to our efforts to improve. Please keep the feedback coming in 2010!"
Here's my question to you. Why doesn't every business do this simple, straightforward communication?
I think I know. But before I tell you what I think, I would like to hear your take on why more organizations don't do this.
Gary Lemke, Publisher
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| Stock Ticker |
| Jacada | 1.6 |  | 0.16 |
| Unica | 8.7 | | 0.54 |
| Interactive | 19.13 | | 0.98 |
| NetSuite | 17.58 | | 0.83 |
| SupportSoft | 2.87 | | 0.12 |
| NCR | 12.51 | | 0.47 |
| ClickSoftware | 7.53 | | 0.27 |
| Epicor | 8.51 | | 0.27 |
| Tekelc | 16.45 | | 0.5 |
| Chordiant | 3.68 | | 0.11 |
| RightNow | 17.68 | | 0.45 |
| CDC | 2.76 | | 0.06 |
| Pegasystems | 35.01 | | 0.72 |
| ATG | 4.49 | | 0.07 |
| NICE | 32.45 | | 0.42 |
| Sykes | 26.16 | | 0.33 |
| LivePerson | 7.2 | | 0.09 |
| Salesforce | 69.5 | | 0.87 |
| eLoyalty | 6.52 | | 0.08 |
| APAC | 6.05 | | 0.07 |
| Microsoft | 31.1 | | 0.24 |
| Teletech | 19.66 | | 0.13 |
| ICT | 16.61 | | 0.1 |
| SAP | 49.23 | | 0.28 |
| HP | 52.75 | | 0.28 |
| Oracle | 25.33 | | 0.09 |
| Amdocs | 28.5 | | 0.03 |
| Selectica | 0.29 | | 0 |
| Convergys | 11.43 |  | -0.18 |
| Rainmaker | 1.55 | | -0.04 |
| Astea | 3.21 | | -0.27 |
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As of 4:00 p.m. on 1/19/10 |
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 NEW IN CRM
News: Xactly Corporation Delivers Personalized Sales Visibility
Xactly announced Xactly Incent 5.0, the latest release that includes new customer-driven enhancements, including personalized dashboards, providing both sales managers and representatives real-time visibility into sales performance and the actionable insight they need to change behaviors and drive results. The new personalization features in Xactly Incent allow individual users to build their own dashboards for tracking sales performance.(Xactly
)
News: CVSDude Selects Helpstream’s Social CRM for Voice of Customer
CVSDude, a provider of source code management solutions, has selected the Helpstream community-based Social CRM platform with enhanced social monitoring and marketing automation capabilities. Helpstream’s Social CRM Suite integrates with CVSDude’s existing marketing automation solution, powered by Marketo and will also help shape and inform CVSDude’s marketing activities through insight derived from customer’s and prospect’s usage of social networking sites such as Twitter.(Helpstream
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Article: CRM Undergoes an Experimental New Treatment in Pharma
The customer relationship in the pharmaceutical industry is complicated. A customer can be a physician, an institution, an insurance company, a clinic, or even a patient. Because of the vertical’s stringent requirements — security of data is paramount — CRM solutions are often highly customized or provided by niche, industry-specific vendors. In the past, the solutions were not only highly customized, but hefty, on-premises, and difficult to upgrade and integrate with other solutions. (DestinationCRM
)
Article: Twitter Can Help With Customer Service
Solving a technical issue in 140 characters is hard. Ideally, Twitter should be one of several solutions. A small and manageable operation smartly augments strong phone, e-mail and online chat support. With such a large ratio of Twitter followers to company reps, it is likely the customer service experiences will continue to run hot and cold. (CRM Daily
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News: NTI Selects Five9’s Call Center Platform for Virtual Staffing
By selecting Five9, an on-demand call center software vendor, NTI, a non-profit virtual call center staffing firm, created a ‘just-in-time’ virtual call center workforce solution that includes work-at-home call center agents and virtual call center technology packaged together in a package specifically targeted at call centers with seasonal or campaign-driven resource requirements.(Five9
)
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