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10/20/05 - Benchmarking - Our Readers Speak Out
I continue to work through the stack of responses to my discussions on benchmarking. Over the last two weeks, you have been hearing the opinions of your colleagues with my added perspective. Here's another point of view:
One reader wrote, "I would have to say that some benchmarking is needed yet keep in mind what matters most is what you do with that data."
I couldn't agree more. Often we see organizations using benchmark data to justify positions or calls to action. It is seen as a credible way to report to management. The reader suggests benchmarking has a place but it is not a substitute for quality initiatives that improve your processes with the goal of a better customer experience. At the end of the day, isn't a better customer experience the real objective?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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InVision is launching the new generation of its workforce management system. InVision Enterprise WFM is a solution that helps businesses across industries to optimize the way their staff is scheduled. Its new and improved time management components make it even easier to leverage and coordinate requirement forecast, staff scheduling, time management and monitoring.
Jacada announced that it has signed a distributor agreement with Avaya GlobalConnect. Under the agreement, Avaya GlobalConnect will sell, service and support Jacada Fusion solutions to the contact center market in India.
M-Tech Information Technology announced a large-scale deployment of M-Tech's identity management solutions at Miami-Dade County Public Schools.
Siebel announced a new online Self-Assessment Tool that will enhance the success of customer-facing projects by helping organizations of all types and sizes determine their preparedness and readiness to complete each stage of the Siebel Customer Experience Blueprint (CEB).
Talisma announced that it has signed more than 100 new customers in the first three quarters of 2005 and has doubled revenue year-to-year, documenting record growth and validating Talisma's Customer Interaction Management market leadership.
Teradata announced that BNP Paribas reported positive results from its retail banking program driven by the Teradata Warehouse and Teradata Customer Relationship Management (CRM) portfolio of software tools that provide intelligence to the enterprise.
SAS and NICE Systems announced a partnership to provide a joint solution that links SAS Business Intelligence with NICE interaction content analytics.
Pivotal announced that Morgan Keegan & Company Inc. has selected Pivotal Private Banking and Pivotal Capital Markets to drive new client acquisition, promote inter-departmental collaboration and enhance the level of service it provides across its Private Client Group and Equity Capital Markets divisions.
RightNow announced that CEO Greg Gianforte will host a Software & Information Industry Association's (SIIA) CEO Roundtable entitled "Challenges and Opportunities of SaaS Delivery Model."
Sane Solutions announced nine new partnerships with eCommerce, online marketing and specialized analytics vendors. These partnerships allow users to select best-of-breed solutions that integrate with NetTracker Web analytics solutions.
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 FEATURE WEBCAST (more) |
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"CRM's Secret Sauce - Everything You Need to Know About CRM"
Gary Lemke, Founder and Publisher, CRMAdvocate
Ah CRM . . . So much investment, so little return. Even today, a great divide exists between the promise and the benefit of CRM. Why? The answer is a paradox of simplicity and complexity - that is, the straightforward desire for customer satisfaction, loyalty and retention against an unyielding realization that not all customers act the same. Nor are all customers valued equally. This webcast is the first in a series on a single strategic focus and metric that can catapult your organization to the next level of revenue growth and profitability. Listen now to learn more.
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| CRMAdvocate Stock Index |
| CRMSI | 40.81 |  | 0.80% |
| Dow Jones | 10,414.13 | | 1.24% |
| Nasdaq | 2,091.24 | | 1.69% |
| S&P 500 | 1,195.76 | | 1.47% |
| Top Gainers |
| Verint | 37.47 | | 0.84 |
| SPSS | 23.19 | | 0.70 |
| Witness | 19.81 | | 0.49 |
| Top Losers |
| Amdocs | 25.68 |  | -0.37 |
| NICE | 41.32 | | -0.35 |
| RightNow | 12.76 | | -0.32 |
| Complete Stock Index |
| As of close 10/19/05 | |
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 Case Studies (more)
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Stellar Call Centres Improves Operational Effeciency - With Verint' ULTRA suite of Contact Center Actionable Intelligence Solutions, Stellar Call Centers increased the effectiveness of its quality management program, improved operational efficiency and enhanced the value of its offerings. This has translated into better service for customers and a sharper competitive advantage.(Verint Systems)
|  | | Barrie Hydro Adds Energy to its Help Desk with LiveTime - The implementation of LiveTime Help Desk has allowed Barrie Hydro to benefit from built-in reporting.(LiveTime)
| | | Bank of America with IEX - Customer satisfaction scores have exceeded the bank associates goals as a result of using adherence scores as an incentive for identifying behavior that exceed team goals.(IEX Corporation, a Tekelec Company)
| | | Witness Helps 4 Wheel Parts - By deploying eQuality ContactStore for IP within its Cisco converged voice and data environment, 4 Wheel Parts has been able to achieve the following results * Increased agent monitoring efficiency by 30 percent * Increased sales and order volume by eight percent * Enhanced training and development program.(Witness Systems)
| | | MessageOne Improves Salesforce.com with InsideScoop - Sales users are no longer spending time to copy and paste date into Salesforce.com. Instead, they get all the research they need for companies and contacts right at their fingertips.(InsideScoop, Salesforce.com)
| | | Prophet 2004, a Sales Opportunity Management Solution - After looking at sales management software including Prophet 2004, ACT! and custom development, Brandrud selected Prophet to help their sales organization establish a sales process for the first time in company history.(Avidian Technologies)
| | | LifeWay Improves Contact Center - Learn how the ULTRA suite of Contact Center Actionable Intelligence Solutions helped LifeWay improve agent performance, enhance customer experience, and increase revenue through cross-sell, up-sell and new products and services based on identified customer needs.(Verint Systems)
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"OUR TAKE"