 OUR TAKE -
Building New Bridges
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Strength is the capacity to break a chocolate bar into four pieces with your bare hands and then eat just one piece.
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Unknown
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Yesterday, I wrote that we don't know if Dominos Pizza new bold approach has been successful. Do we have any CRMAdvocate readers who work for Dominos? If so, please write and give us the inside scoop. Feedback on the new recipe would really be a sign of genuine transparency!
Readers had a wide range of comments on the idea of bridge burning. One reader wrote, "I suspect Dominos didn't really burn its bridges with the new taste. The ads inspired me to try Dominos, and it's still pretty average, bland, overly sweet pizza. I was actually more impressed with their amazing online ordering system, even though one of the pizzas I ordered was missing a topping. In the end, the brilliant advertising campaign got me to try Dominos. But I still much prefer the pizza at the little family-owned shop whose owners do zero advertising, have no Web site, and would probably think only crazy people would ask their customers how to make better pizza."
Another wrote, "Never burn the bridges. Tear them down, but save the lumber. You will have a chance to re-use it in the future."
What new bridges can you build? That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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As of 4:00 p.m. on 1/27/10 |
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 NEW IN CRM
News: VSI Announces Multi-Channel, Cloud CRM for Customer Service
Vertical Solutions (VSI), a developer of service management solutions, announced VContactCenter, a cloud-based CRM Contact Center Management solution. VContactCenter addresses the needs of internal contact centers, external/outsourced contact centers, and hybrid contact centers that require integration and interaction among groups. VContactCenter is available in both public and private cloud options. The workflow engine enables contact center managers to develop, implement, and update business processes across all channels – phone, email, and web-based support – with no I.T. intervention or customization.(VSI
)
News: BatchBook for Sales; Social CRM with Deals Management
BatchBlue Software, provider of BatchBook, a social customer relationship manager (CRM) for small businesses and entrepreneurs, announced the debut of BatchBook for Sales, a web-based CRM solution. BatchBook for Sales provides salespeople who are establishing, building and fostering relationships with their customers with increased visibility into the current status of those associations. BatchBook for Sales includes deal management, supertags, calendars, charts and more.(BatchBlue
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Article: Study Finds Consumers Want More Contact Center Automation
A study conducted by Forrester Consulting on behalf of Nuance Communications revealed that consumers rate automated telephone customer service higher than live agents for certain straightforward interactions. In five out of 10 posed scenarios, consumers preferred automated telephone customer service systems over live agent interactions for tasks like prescription refills (66 percent rated automation highly, compared with 52 percent for live agent), checking the status of a flight from a cell phone (61 percent versus 49 percent), checking account balances (59 percent versus 36 percent), store information requests (55 percent versus 37 percent), and tracking shipments (53 percent versus 47 percent).(Speech Technology
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News: Purple Heart Services Deploys RightAnswers to Improve Help Desk
Purple Heart Services (PHS) – a division of the Purple Heart Service Foundation – has deployed RightAnswers OnDemand to streamline its help desk operations. The Software-as-a-Service (SaaS) business model allowed PHS to get up-and-running quickly, and begin using the IT knowledge management system immediately. In addition, PHS’ support technicians are utilizing RightAnswers Support Analyst to resolve open incidents and access key IT support resources to minimize help desk call durations.(RightNow
)
Article: The Ledge of Allegiance
As the global economy recovers from one of the most challenging business environments in decades, history may provide a few lessons. At the onset of the Great Depression, for example, two companies dominated the packaged-cereal market, but one—The Kellogg Co.—emerged stronger when the economy improved, and remains an industry leader today. What made the difference? Kellogg put its foot on the gas during the Depression, doubled its ad budget, moved aggressively into radio advertising, and pushed a new cereal with a catchy slogan: “Snap, Crackle, Pop.”(DestinationCRM
)
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