OUR TAKE -  More on Corporate Limberness     Lasting Impressions: I am in earnest; I will not equivocate; I will not excuse; I will not retreat a single inch; and I will be heard. - William Lloyd Garrison Yesterday, I highlighted the DNA of Burgerville, a chain of 70 restaurants that demonstrated great speed and agility in responding to a single customer's reaction to a failed customer experience (see Beware of Mom Bikers Who Tweet).   Rather than offering a quick fix like a free meal, the restaurant went the distance making changes to corporate policies. They even invited biker mom to help with new business processes. The organization recognized the impact of a single customer who had the eyes and ears of 3,000 blog followers and made a good business call. The fact that we are reading about the story suggests the impact has moved from the new frontier of social media to mainstream media. In other words, the story has gone from a few thousands eyeballs to potentially hundreds of thousands, maybe millions.   But can a business demonstrate such corporate limberness on an on-going basis to hoards of frustrated individuals? Or is this simply an anecdote inadvertently given too much importance?   What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   News:    NICE Extends Reach into Back Office Operations NICE Systems announced the NICE Back Office Suite, targeted at improving workforce efficiency, compliance, and quality of service in back office operations, all of which are required to enable organizations to improve and impact business performance. NICE Back Office Suite is a set of integrated solutions that combines NICE’s IEX Workforce Management solution with real-time capabilities, including Real-Time Guidance, Process Automation and Compliance, along with solutions for Quality Management and Performance Management. (NICE )   News:    Xactly Launches App on Salesforces ChatterExchange Xactly has launched Xactly Express on salesforce.com's ChatterExchange. Developing and managing compensation plans often requires close collaboration across multiple business stakeholders. By integrating Chatter into Xactly Express, users can communicate in real-time without ever leaving the application -- expediting questions and approvals and improving overall compensation management efficiency. (Xactly )     Article:    Engaging the Internal Community Successful internal communities don't just appear out of thin air. To help your employees engage with each other, you've got to give them an easy way to form groups, share information and resources, and gain insight into real-time conversations across the organization — even around the globe. That's where social business software comes in. EMC has seen firsthand how powerful social business software can be. In just over two years, employees have used an internal platform to create 160 active communities and 110 active groups. They've become better informed, more involved and engaged, and more efficient — in fact, they tell us they can't live without it.(DestinationCRM )   Article:    Top 10 Reasons to Consider Open Source CRM While open source CRM solutions have been around for many years, some businesses are hesitant to try them for a variety of reasons, including the perception that they are not as sophisticated or as reliable as traditional CRM solutions and/or do not provide support. But as eCRMGuide.com found out from talking to Martin Schneider, the senior director of communications at SugarCRM today's open source CRM solutions are just as reliable and can provide more bang for the buck than traditional proprietary CRM applications. So why should you consider open source CRM for your business? We found 10 good reasons.(eCRM )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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