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11/9/05 - Another Perspective on Benchmarking
Why do we focus so much on machine-driven numbers to measure our call centers? Is it because they are comfortable? To be sure, they are more concrete than measuring the customer experience.
Today, we have Mike Trotter, Executive Director for Purdue University's Center for Customer Driven Quality weighing in on the benchmarking discussion. He offers another perspective on benchmarking. He says that benchmarking data may be a good start but it can often be a blinding affect simply because numbers can often give managers a false sense of dependency and confidence.
Mr. Trotter goes on to say that we need valid, respected data but that information should not be the basis for ignoring the "heavy lifting" associated with providing a great customer experience. Click here to read Mr. Trotter's perspectives. Do you agree with him?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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UniPress announced the latest version of its FootPrints Hosting Service - version 7.0. The newest version of the FootPrints Hosting Service offers organizations additional powerful resources, new integrations, expanded workflow options, and faster performance for support environments with a large number of agents.
ATG announced the results of a survey the company conducted among more than 50 members of its blue-chip customer base. The survey revealed that more than 75% of the companies surveyed say inadequate information in commerce, marketing and service organizations is hampering their ability to deliver satisfying and profitable customer experiences.
HDI unveiled a new certification level, the Support Center Team Lead. The HDI SCTL Certification focuses on beginning management skills, leading-edge support center operations and knowledge management.
Selectica and Salesforce.com announced Fastraq for salesforce.com's AppExchange. Built on the AppExchange on-demand platform, Fastraq for AppExchange is available immediately for preview in the AppExchange at www.appexchange.com, and will be generally available at the same time as the Salesforce Winter '06 release.
Pivotal announced that Avendra LLC has deployed Pivotal to streamline interactions between Avendra, its suppliers and its customers. Through an innovative CRM strategy, the company has achieved 100% user acceptance.
Siebel announced that Hillert and Co. has selected Siebel CRM OnDemand as its hosted CRM solution. The agency anticipates benefiting from Siebel's out-of-the-box campaign management and integrated analytic functions.
To more effectively and efficiently deploy its police, the Richmond Virginia Police Department (RPD) has forged a partnership with SPSS and Information Builders to implement a map-based application that forecasts locations most likely to experience crime in a specified time period.
Perseus announced that it has expanded its EFM product line to ensure the effective delivery of feedback solutions for workgroups and departments, as well as global enterprises.
SupportSoft announced that Bharti Tele-Ventures Limited has selected SupportSoft SmartAccess and SupportSoft Service Automation Suite software to automate broadband installation and ongoing support for its broadband customers.
IEX announced it has received a TMC Labs 2005 Innovation Award presented by Customer Interaction Solutions magazine. The TotalView Workforce Management System from IEX was selected for outstanding innovation.
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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 | 43.60 |  | -0.17% |
| Dow Jones | 10,539.72 | | -0.44% |
| Nasdaq | 2,172.07 | | -0.28% |
| S&P 500 | 1,218.59 | | -0.35% |
| Top Gainers |
| Teletech | 11.03 |  | 0.26 |
| Amdocs | 27.6 | | 0.24 |
| Witness | 20.41 | | 0.17 |
| Top Losers |
| Sento | 7.16 | | -0.36 |
| Verint | 37.31 | | -0.34 |
| Convergys | 16.2 | | -0.31 |
| Complete Stock Index |
| As of close 11/08/05 | |
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CRMAdvocate is everything you need to know about CRM because we do the hard work for you consolidating over 40 sources of CRM knowledge into one, easy to read format.
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Nov 7-9, 2005: The Customer Contact Conference - Join the Customer Care & Services Forum (CCSF) and DCI at the Scottsdale Plaza Resort in Scottsdale, AZ, November 7-9, 2005, for the premiere of the Customer Contact Conference: Turning Strategy into Action.
|  | | November 17-18, 2005: Telecoms Churn Management & Customer Retention - ViB events' Churn Management and Customer Retention conference will arm you with the latest customer loyalty approaches, churn and customer marketing strategies, and methods of cementing brand identification among your customers so they want to stay with you rather than join your competitors. Two days of case studies and worked examples will allow you to benchmark your approaches, think of new solutions and create something truly unique, something that makes your customers want to keep their relationship with you.
| | February 27 - March 01, 2006: Linking Customer Feedback to Business Results - Looking for new ways to get more actionability out of your customer data? Interested in innovative ideas for responding to your customers to drive business improvement and profitability? Welcome to IIR's 10th annual Linking Customer Feedback to Business Results.
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"OUR TAKE"
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