OUR TAKE -  Recognize and Respond Quickly     Lasting Impressions: Start by doing what's necessary; then do what's possible; and suddenly you are doing the impossible. - St. Francis of Assisi Many CRMAdvocate readers enjoy the real life stories highlighting how other organizations handle customer experiences like the mom biker who tweets. Examples of corporate limberness spotlight practices others can incorporate into their own businesses.   But can extraordinary feats be done for each disgruntled customer? Maybe. Maybe not. That is for each organization to determine. However, the ability to quickly recognize and respond is the first and most important step.   To wrap up the week, I want to connect the idea of corporate limberness to thoughts from last month on owning the problem before it owns you, why ignoring the problem is not blissful, and limiting liability in the court of public opinion.   It is good business to engage in the business of trust building by using mistakes to raise your net worth? I think so. What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   News:    Consona Announces New Version of Customer Management Consona announced the general availability of Consona Customer Management (CM) Version 7.0, the code base formerly known as Onyx CRM. Consona CM Version 7.0 is a 100 percent customer designed release focused on two business themes: reducing the system’s total cost of ownership for customers and increasing the productivity levels of and quality of experience for users. (Consona )   Article:    What is an Experience Continuum (and how do I get one)? Most organisations have embraced the concept of customer lifecycles (target-acquire-support-retain) to build interactions with their customers. Each step in the cycle is tied to a specific interaction; each interaction is transformed over time into an experience. This model has served us very well for quite some time and we even built entire enterprise applications (CRM) around the model. Alas, the emerging Generation C and the social evolution make it not so useful anymore; it is company-centric and assumes a passive customer – two things we no longer have in a social business model.(MyCustomer )   Article:    Analyzing the Workforce The year 2009 was a surprisingly good one for the workforce optimization (WFO) market, which includes quality management (QM) and liability recording. The WFO market continues to deliver compelling solutions and results, despite tough economic times. For the first time since the year 2000, the WFO market did not beat its prior-year financial performance, yet it still outperformed most other contact center technology segments. Even during the worst economy since the Great Depression, research-and-development investment and innovation remained strong. A number of WFO competitors had an outstanding year in 2009. Price sensitivity drove some enterprises to consider smaller providers of WFO solutions, resulting in excellent sales for a couple of the newer competitors that were willing and able to respond with lower prices. But price alone is rarely enough to attract and retain customers. (DestinationCRM )   News:    Patron Technology Unveils PatronManager CRM Patron Technology, a software company specializing in arts and culture organizations, unveiled PatronManager CRM, an application designed to serve theater, music, opera, dance, university and community arts organizations, and museums. Developed on the Force.com platform, PatronManager CRM is designed to solve the problem that many arts and culture organizations have with technology – vital information needed to run the organization is stored in a variety of documents and spreadsheets that aren’t connected or integrated. PatronManager CRM is an all-in-one business system integrating and managing all of an arts organization's key operations: tickets and subscriptions, donations, correspondence, e-mail marketing, calendars, and daily tasks. (Patron Technology )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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