 OUR TAKE -
Customers for Life
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|  | Lasting Impressions:
I don't know the key to success, but the key to failure is trying to please everybody.
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Bill Cosby
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While certainly not the biggest news from Salesforce this year, the announcement of a new "Executive VP, Customers for Life" certainly caught my attention (see the second news item below for more information).
I have written about the role of a Chief Customer Officer (CCO) and how the position usually does not live up to the promise. While the title VP, Customers for Life doesn't have the same "seat at the table" feel as CCO, I think it has more potential to make a real difference. The role is a realization that while it is important to win new customers, it is more important to keep them in the fold. A business like Salesforce that relies on an annuity revenue model rather than a single sale has a real interest in making sure the customer is using the full potential of the product.
A Customer for Life VP can communicate more clearly to a customer that there are position plans and people resourced for successful implementations much more clearly than a CCO. And in many instances they may be more able to marshal the resources necessary to make customers for life.
If your business card has "Chief Customer Officer" written on it, now may be the time to update your title and position plan . That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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News: New Version of Aspect's Workforce Management Now Available
Aspect announced general availability of Aspect Workforce Management 7.3, based on their PerformanceEdge platform. This latest workforce management release includes improved scheduling and enhanced productivity through its unified communications-enabled collaboration capabilities. This new functionality enables organizations to optimize the use of enterprise knowledge workers, including back office employees, to provide better customer service. Aspect has retired ‘eWFM’ as the new unified communications features broaden the capabilities of its industry-leading offering.(Aspect
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News: Salesforce Appoints Executive Vice President, Customers for Life
Salesforce.com announced the appointment of Maria Martinez as executive vice president of Customers for Life, the company's organization devoted to ensuring the success and longevity of its customer base. Martinez joins salesforce.com after a career that most recently included six years at Microsoft as well as nine years at Motorola. At salesforce.com, Martinez will lead the teams that are actively engaged with salesforce.com's customers responsible for on-boarding, product usage, best practices, training, customer support, professional services, partner certification, and developing long-term relationships with salesforce.com customers.(Salesforce
)
 | | Join Knowlagent to hear how Sprint is mobilizing around first call resolution.
Learn how Sprint: -
Keeps agents up to speed on changing products, plans, and services. -
Links agent performance, development and FCR measurement. -
Aligns a global workforce against the same goals.
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Date: May 18
Time: 2-3 pm EDT
Cost: None 
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Article: Social Media Measurement And "The Accuracy Problem"
It is a lot of hype. It is very exciting. Everyone says you have to do it or you’ll die a horrible death. And nobody knows what they’re doing!" Welcome to the world of social media, as summarised by speaker, author, consultant and co-founder of the Web Analytics Association, Jim Sterne. The master of all things within the world of metrics and measurement, Sterne has been spending an increasing amount of his time pondering social media. Why? Because while we all acknowledge its significance, we don’t yet know how to measure the business results of our business investments in this new medium.(MyCustomer
)
Article: How to Exceed What Customers Want
In 1993, customer experience researchers Zeithaml, Berry, and Parasuraman put forth a model to define the range of customer perceptions of a service between the desired and the minimum acceptable standards. Called the "zone of tolerance," the somewhere-in-between level is where most organizations aspire to place. Richard Owen, the chief executive officer of Satmetrix, told attendees at the opening keynote of the Net Promoter conference that real customer experience disruptions come from companies that go beyond the zone of tolerance. Owen, whose book Answering the Ultimate Question was featured in CRM's "Required Reading" in April, said that in every industry there are two sides to customer perceptions.(DestinationCRM
)
News: MindTouch and Levementum Offer Joint Collaborative CRM Solution
MindTouch announced its partnership with Levementum, an open source systems integration firm, enabling sales collaboration solutions for collaborative CRM, through MindTouch’s availability as an integration with SugarCRM. This new integration with SugarCRM and delivered by Levementum, allows teams to create — automatically and directly from the SugarCRM opportunity — new sales opportunity collaboration pages; create configurable templates for sales opportunities; develop standardized materials for key sales deliverables such as contracts and memorandums; and maintain the height of version control. The integration further provides automatic access to internal team members, partners, and customers. (MindTouch
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