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Article: The Siebel Effect—And Its Survivors
Fair or not, Siebel Systems—the CRM pioneer later acquired by Oracle—is often considered the poster child for failed CRM system implementations. There are dozens of war stories about overaggressive and excessively large CRM implementations that did not come close to realizing their promised benefits—and wasted a lot of money. We can blame Siebel all we want, but an enterprise had to commit to the project before Siebel could have the opportunity to fail. And to be fair, some Siebel implementations produced satisfied customers. The so-called “Siebel effect” is a fear of large, expensive, and often very lengthy projects intended to revamp all aspects of an enterprise’s customer-facing solutions. For contact centers and customer service organizations, this involved a “rip and replace” of the entire service-and-support application. This process could also involve sales, marketing, and analytics. (DestinationCRM
)
News: Xactly Corporation Goes Mobile with Latest Release of Xactly Incent
Xactly announced Xactly Incent TM 6 that allows sales reps to access personalized sales compensation dashboards from their preferred mobile device. In addition, Xactly Incent 6 features Xactly Docs , a new module that allows users to create customized workflow processes for the routing and approval of plan documents, certification letters, and other sales compensation documents. (Xactly
)
News: COLLOQUY Report Says Service Takes A Back Seat To Low Prices
Customer service has been knocked off its perch by low prices as the leading factor driving Canadian shopper loyalty, according to a study released by COLLOQUY. The COLLOQUY Canadian Retail Loyalty Index, a study of 3,500 Canadian shoppers, shows that the importance of customer service has plummeted by almost 20 percent since 2008 as discount retailers make major gains in Canada. However, the study also reveals that deep discounts are not the only way to customers’ hearts and wallets. (COLLOQUY
)
Article: Self-Serve: Cheap Can Be Very Expensive
Pennsylvania had just been deregulated, New Jersey was well on its way and Green Mountain was working hard to become the incumbent of choice. They were out in force, sponsoring concerts and festivals, buying massive amounts of radio airtime, working with charities and grassroots organizations within the community – in short, actively interacting with and engaging their customers. What a concept! Among certain groups, affinity for Green Mountain and their message of renewable energy was nearly maniacal. How many of you in the utility industry can say that you have a maniacal following among your customers? Do you think Green Mountain Energy could have achieved the same result by pushing their customers to an IVR or website to self-educate about deregulation, renewable energy, electricity generation, transmission, distribution costs, etc.? Not likely. (CustomerThink
)
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