 OUR TAKE -
One In Your Back Pocket
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 | Recent Editions of CRMAdvocate
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| Lasting Impressions:
Reality leaves a lot to the imagination.
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John Lennon
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For many organizations, 2009 was an exceptionally tough year to manage the customer experience. The times have demanded many do more for the customer with less resource. Often the harsh reality manifests itself in the form of staff cuts, more stringent customer rules, and additional self-service mandates.
More difficult decisions loom for some organizations while others wonder if the cuts have gone too far. Others may be ready to re-invest encouraged by signs of growth. Regardless of where your organization sits on the spectrum of customer experience investments, I encourage you to plan for a few customer experience luxuries.
Indeed, one person's luxury may be another's necessity. However, regardless of how tight you may be running the ship, it's always good to have a little something extra in your bag of tricks - a few luxuries - for those customer experiences that require extra.
Keep one in the back pocket for when you really need it. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Jacada | 1.63 |  | 0.13 |
| RightNow | 15.92 | | 0.88 |
| SupportSoft | 2.68 | | 0.08 |
| Astea | 3.4 | | 0.09 |
| Tekelc | 14.85 | | 0.15 |
| Pegasystems | 35.27 | | 0.25 |
| Rainmaker | 1.55 | | 0.01 |
| Chordiant | 3.45 | | 0.01 |
| Salesforce | 64.73 | | 0.07 |
| Microsoft | 27.99 |  | -0.02 |
| Convergys | 10.87 | | -0.01 |
| Sykes | 22.97 | | -0.04 |
| HP | 48.02 | | -0.1 |
| NetSuite | 12.63 | | -0.03 |
| Interactive | 17.24 | | -0.04 |
| Amdocs | 28.7 | | -0.13 |
| APAC | 5.27 | | -0.03 |
| ClickSoftware | 6.63 | | -0.04 |
| NICE | 29.8 | | -0.18 |
| Unica | 8.08 | | -0.07 |
| Epicor | 7.33 | | -0.08 |
| SAP | 43.32 | | -0.58 |
| CDC | 2.22 | | -0.03 |
| NCR | 12.65 | | -0.19 |
| LivePerson | 5.96 | | -0.09 |
| Teletech | 17.65 | | -0.29 |
| Oracle | 23.11 | | -0.4 |
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| ATG | 3.7 | | -0.13 |
| Selectica | 0.22 | | -0.03 |
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As of 4:00 p.m. on 2/10/10 |
Cool CRM
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 NEW IN CRM
Article: Top 10 Best Ways To Scare Off Your Customers
CRM stands for Customer Relationship Management, and usually, when we're talking about CRM, we're focusing on contact management and sales automation software. At the same time, it's essential to keep your sight set on actually managing your customer relationships. Lose touch with the customer, and you could lose that customer altogether. (NewsFactor
)
Article: Innovation Picks Up Static
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon? Recent Harris Interactive research on online consumer behavior finds people increasingly utilizing social media to share experiences—good and bad—when it comes to their interactions with companies. Twelve percent of respondents in the study, which was commissioned by customer experience management vendor Tealeaf, shared experiences via blogs and social networking sites in 2009, twice as many as a year earlier. (DestinationCRM
)
News: ETSA Utilities Selects and Implements ClickSoftware’s Mobility Suite
ETSA Utilities, the primary distributor of electricity to South Australia, has selected the ClickSoftware Mobility Suite from ClickSoftware Technologies. The suite will allow the business to leverage its mobile workforce, improve their productivity, reduce costs and provide services to customers. The department identified mobile computing as key to delivering its regulatory obligations and the solution leverages ETSA Utilities’ existing investment in technology by providing a two-way conduit that feeds information from enterprise systems to workers on the move, while also collecting operational information from their mobile devices to be fed back to the enterprise. (ClickSoftware
)
News: TCIM Selects OpenSpan to Deliver Better Customer Satisfaction
TCIM Services, a provider of international contact center services, has joined the OpenSpan Business Process Outsourcing (BPO) Partner Program to enhance its contact center solutions and generate productivity improvements for TCIM clients. With nearly 4,000 associates, TCIM manages a wide range of customer care, acquisition/loyalty and provisioning programs in multiple locations—domestic and off-shore. OpenSpan software enables TCIM associates to be more productive by automating manual tasks, reducing the number of user interfaces required to service customers and streamlining the process for logging into and switching among applications.(OpenSpan
)
News: Loopfuse Helps Marketing With Easy-To-Configure CRM Wizard
LoopFuse announced its CRM Integration Wizard, an addition to its flagship offering, LoopFuse OneView, which provides businesses with easy-to-configure CRM integration. LoopFuse’s new CRM Integration Wizard enables Marketing staff to kick-start their CRM integration by themselves, without having to rely on IT staff or wade through lengthy implementation manuals, or take the historical approach of spending additional budget in costly consulting engagements.(LoopFuse
)
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