|
| RealMarket Stock Index |
| RMSI | 60.65 |  | 1.24% |
| Dow Jones | 12,871.75 | | 0.16% |
| Nasdaq | 2,424.40 |  | 0.06% |
| S&P 500 | 1,396.37 | | 0.11% |
| Top Gainers |
| SAP | 51.2 | | 57.90 |
| HP | 47.59 | | 49.78 |
| NCR | 24.34 | | 47.99 |
| Top Losers |
| eOn | 0.3 | | 0.78 |
| Selectica | 1.34 | | 1.75 |
| Broadvision | 1.04 | | 2.20 |
| Complete Stock Index |
| As of close 04/28/08 |
|
NEWS
 |
|
Governments face growing pressure to improve the customer experience for citizens accessing public services, according to a new Deloitte report titled One Size Fits Few: Using Customer Insight to Transform Government. Leading businesses have trained people to expect high quality, personalized services standards that citizens are now applying to government.
InstantService, Inc., a provider of chat and email management solutions, announced the availability of its communication tools for salesforce.com's AppExchange marketplace. Hundreds of enterprise companies currently use the InstantService solution to reduce support costs, increase customer satisfaction and drive sales conversions online. The integration between the InstantService and Salesforce applications provides users with efficiencies for accessing and updating customer information.
Sage Software announced its new Sage Accpac Extended Enterprise Suite consisting of Sage Accpac ERP version 5.5 with integrated CRM. The Suite combines the benefits of ERP and CRM to support integrated front and back office business processes and workflow. This improves decision making ability by providing insight into what is happening within the business, enhances collaboration between departments and facilitates improved customer relationships.
|
|
|
WEBCASTS
(23)
| Feature
-
Secrets of On-Demand Reporting
-
On-demand reporting and analytics is changing the way companies execute and manage their business due to flexibility in customization and configurability, cost and standardization of data. Making sure that your CRM investment is providing you with reporting visibility and real-time accuracy is essential to helping you grow your market and customer base. Join DreamFactory, a pioneer in providing the next generation business applications on SaaS platforms with customer, Salesforce.com on this informative webinar.
-
RealMarket
Live!
|
WHITE PAPERS
(857)
| Feature
-
Maintain a Competitive Edge with Interaction Analysis
-
Download this free white paper to read real examples of how contact centers have used Autonomy etalk's speech analytics to provide strategic value to sales, marketing, service and business operations with measurable productivity savings.
(etalk)
|
ARTICLES
(684)
| Feature
-
Microsoft's Business Contact Manager Goes on Its Own
-
The software mainstay says that based on small business customer demand, Microsoft Office Outlook with Business Contact Manager is available as a standalone product and also integrates with Microsoft Office Accounting 2008.
(eCRM)
|
CASE STUDIES
(837)
| Feature
-
1-800 Flowers.com Realizes Increase in Operational Efficiency with VPI's Agent Productivity Software -
In 2005, well-known gift retailer 1-800-Flowers.com saw a significant jump in agent productivity and conversion rates within its nine-site call center operation. With on-screen dashboards that allow each agent to monitor his or her performance in real time and a variety of other reporting, messaging and training tools, agents at 1-800-Flowers.com now are handling an average of five additional transactions per day with 1 to 3 percent increases in conversions and upsell. Result: more profit.
(VPI)
|
EVENTS
(167)
| Feature
-
Services Industry Summit - eService Strategies and Challenges -
Join us in Charleston, South Carolina April 21-23, 2008, for the Services Industry Summit. Industry luminaries from leading organizations will share insights into the hottest topic around - eService Strategies and Challenges! The summit, which includes a pre-conference executive roundtable and workshop sessions, will feature presentations from industry leaders such as IBM Information Management Software, Nokia Enterprise Solutions, Vignette Corporation, Novell, Inc., McAfee, Inc., Consortium for Service Innovation, and more.
(April 21-23, 2008; Charleston, SC)
|
RESEARCH NOTES
(38)
| Feature
-
Customer Experience Management Technologies -
Customers are increasing intolerant of bad service. Time and cost contraints are pushing companies harder to improve that experience. However, the potential to improve either situation is improving as vendors come to market with products that can help analyze different forms of data. As better analytic information becomes available, companies can begin to assess the effectiveness of their interaction-handling processand figure out how to improve them.
(Ventana Research )
|
"OUR
TAKE"
|
|
4/29/08 - Nothing Personal, You Understand
Yesterday, I shared a story about my recent visit to a restaurant about a server who, in her own way, practiced personalization. Her personalization technique worked fine for years without fail only to blow up this time because I dined with a new companion, er . . . I mean friend.
Her personalization strategy was based on an assumption- a fine assumption that had served her well (no pun intended) for as long as I can remember. But assumptions are, for lack of a better word, merely assumptions.
Personalization strategies work well when the assumption is verified each time. For instance, the launderer might know I like light starch but he can acknowledge and re-confirm that I still want light starch this time. The coffee maker might know I don't need room for cream but should acknowledge and re-confirm each time. And yes, my server at the local sushi restaurant should have acknowledged and re-confirmed my lack of need for menus. Personalization doesn't mean preferences never change.
Gary Lemke, Publisher
(Share your thoughts)
(04/29/08)
|
|
|
|
