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11/1/05 - Value in Benchmarking
In my effort to provide perspectives from all sides I will continue to share what readers have to say about benchmarking. One reader felt that the merits of benchmarking are just in certain situations. She wrote:
"Benchmarking has value when you are starting something totally new, or when you are looking to make a radical departure from the status quo. Benchmarking can give you a target to aim for, when you are not sure which way to go."
I guess a case can be made that, void of any direction from within the organization, outside benchmarking metrics can help. But be careful. If you aren't sure where you are going, simply following others that may or may not know where they are going can be a shot in the dark. You may hit something, you may miss, or you may hit something you don't want to shoot - your foot.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Utopy has named technology veteran Doron Aspitz as its new president and chief executive officer. Most recently the chief executive officer and chairman of Blue Pumpkin, Aspitz brings over 20 years of strong operational and technology leadership experience to Utopy.
Mercom announced its Audiolog Call Recording Server Release 3.3. Version 3.3 emphasizes security and reporting enhancements that lead the industry.
ATG announced that San Diego-based Road Runner Sports has selected ATG to provide hosting and full application management services for its deployment of ATG Commerce and ATG Content Administration on www.roadrunnersports.com and www.activasports.com.
Exstream Software announced the release of Dialogue Anywhere for Marketing for the French marketplace. An integrated module in its market-leading Dialogue enterprise personalization software, Anywhere for Marketing is a web-based design capability that allows marketing and business users across the extended enterprise to incorporate personalized messages into customer communications using an Internet browser.
Quaero announced the official release of "High Performance Marketing: Bringing Method to the Madness of Marketing," at the ad: tech Conference in New York, November 7-9. Published by Dearborn Trade Press, this book is written by Quaero CEO and Dr. Naras Eechambadi, who is speaking during the Conference.
KANA Software announced that Communications Data Services (CDS) has selected KANA Response to improve agent performance and reduce the cost of processing more than two million emails each year.
RightNow announced The Right Start is using RightNow Marketing to boost sales and promote customer loyalty. By implementing RightNow Marketing, The Right Start has realized a 20 percent improvement in its in-store promotions, optimized communications with 60,000 customers across the country, and gained valuable insight into consumer behaviors by market segment.
Five9 and NetSuite announced that they will phone-enable NetSuite applications through a new feature called Click to Call via a direct integration. Click to Call enables NetSuite customers to make phone calls from within a NetSuite application while taking advantage of the same low worldwide long-distance rates already enjoyed by over 450 Five9 customers.
Onyx announced that Metric One has joined the Onyx Alliance Program. Metric One is a provider of CRM implementation and development services and the partnership was forged to enable the company to provide consulting services for Onyx customers.
SER Solutions announced that Dial-A-Phone and Yorkshire Water in the United Kingdom and CBB Call Center in Poland will deploy CPS Enterprise Edition (CPS E2) to handle sophisticated call center data management, provide advanced predictive dialing and script development, and offer in-depth contact center business intelligence.
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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 | 42.36 |  | 0.86% |
| Dow Jones | 10,440.07 | | 0.36% |
| Nasdaq | 2,120.30 | | 1.43% |
| S&P 500 | 1,207.01 | | 0.71% |
| Top Gainers |
| Sykes | 14.44 | | 0.73 |
| Sento | 6.23 | | 0.71 |
| NICE | 43.7 | | 0.56 |
| Top Losers |
| Teletech | 10.4 |  | -0.31 |
| Epicor | 0.82 | | -0.26 |
| ICT Group | 14.28 | | -0.17 |
| Complete Stock Index |
| As of close 10/31/05 | |
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How To Build Profits? Let Service People Do What They Do Best - In a former life, I was customer care director for a national cellular network. At the time, we were the No. 1 player in the market, having been the first to launch a proposition aimed at bringing consumers into the mobile arena. They were heady days. At the time, there were just 450 employees in the whole company plus another 500 employed by an outsourcer to support the fast growing consumer business.(CRMGuru)
|  | | Rivalry Brews Between On-Demand CRM Providers - Rivalry Brews Between On-Demand CRM Providers(CRMDaily)
| | | It's All About the Customer - To maximize the return on customer, we need to treat different customers differently, and to do this involved a lot of management issues such as customer governance versus product line governance, cross-departmental coordination and conflict resolution.(CRMBuyer)
| | | Considering the Hosted-VoIP Model - Given today's competitive operating environments, the benefits of the hosted model provide some compelling reasons to consider it. These may include lower operating expenses, ability to provide enhanced security, improved performance and capability to quickly rollout new services such as VoIP.(Contact Center Today)
| | | Tool sheds light on the B2B tech purchasing process - Strategic Oxygen's decision-making repository helps tech marketers divvy up their dollars more effectively()
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