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11/16/05 - Enough, Already
I hope the long running discussion about benchmarking has been helpful to you. From the emails we have received, I know this is the case for many of you. But one person shared a different perspective saying the discussion had gone on way too long.
I have felt a bit uneasy letting the discussion continue on one topic so long but was encouraged by your emails. Perhaps I let that correspondence blind me to the fact that not everyone feels as passionate about benchmarking. So I think there is a lesson learned.
Recognizing that different people have different interests, I promise not to stay on one topic for too long. That said, let me reach out to you and ask what the next CRM topic should be for this column. Don't hold back. Tell me what is on your mind.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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GoldMine 7.0 Corporate Edition - the latest version of the FrontRange customer relationship management (CRM) software - delivers broader integration with external systems, enhanced workflow tools and higher performance to help small- to medium-size enterprise (SME) users raise the personal productivity of their sales and marketing teams and, therefore, increase their organization's profitability.
Control-F1 announced that CA has certified SupportBridge as interoperable with CA's Unicenter Service Desk and Unicenter Service Desk Knowledge Tools. The integrated solutions will further increase the effectiveness of the support desk by automating numerous aspects of the IT environment-from planning and deployment, to maintenance and disaster recovery, to diagnosis and resolution of break-fix problems on the desktop.
M-Tech Information Technology announced that one of its international integrators has deployed M-Tech's solution at the National Assembly of Wales. The Assembly required an identity management solution to reduce IT costs, strengthen information security and improve user productivity.
The Sant Corporation announces the release of Sant Suite 7.2. The new version contains improvements to the PresentationBuilder application enabling customers to create PowerPoint presentations and pitchbooks. Sant Suite 7.2 also includes a new ProSearch Toolbar for customers who choose to search their Sant Suite database directly within Microsoft Office Word, Excel, Internet Explorer, or any other application.
CosmoCom announced that it has enhanced the video capabilities of its flagship contact center product, CosmoCall Universe. The patented, all-IP contact center platform, which has always supported videophones, now supports Interactive Voice and Video Response (IVVR) features for full video self-service applications.
Built on the AppExchange on-demand platform, QuoteASP 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.
Pervasive Software announced that Unitrin Business Insurance (UBI) has selected Pervasive's integration solution, recently launched as MessageStore Data Hub, to enable data exchange with more than 800 property and casualty agencies.
Salesboom.com announced a new customizable Workflow Management engine to be introduced to the Salesboom suite of hosted CRM products with the upcoming release of Salesboom v7.0. The new Workflow Management system, concentrating on customizable Business Process Management (BPM); aims to be free of barriers and restrictions found in other CRM products.
IDX Systems announced that IDX Carecast has achieved certification under the Support Center Practices (SCP) Certification program. Carecast achieved certification after an extensive audit of the IDX Seattle, Washington support center.
TONE Software announced Enabling Technologies Corporation has selected TONE's ReliaTel Remote Management solution to expand the Enabling Managed Services Monitoring business.
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 FEATURE WEBCAST (more) |
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"From Tactical to Strategic: The Workforce Optimization Maturity Model"
Bill Durr, Principal Solutions Consultant, Witness Systems
Asking about the maturity of a contact center is certainly a delicate matter. But it is a question that has to be asked. In this webcast, we explore a maturity model that gives you new insights into your own organization and explores how you can make your contact center a change agent for the entire business. What you will hear will help you move from a tactical to strategic way of thinking, especially in the area of workforce optimization. So if you are dealing with the unprecedented pressures brought on by the Internet, hyper-competition, and voice over IP along with the familiar demands of cost-cutting and employee retention, this webcast is for you. Register now to receive your complimentary copy of Witness' latest white papers: "Reinvention of Workforce Management" and "Reinvention of Quality Monitoring."
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| CRMAdvocate Stock Index |
| CRMSI | 44.07 |  | -0.89% |
| Dow Jones | 10,686.44 | | -0.10% |
| Nasdaq | 2,186.74 | | -0.65% |
| S&P 500 | 1,229.01 | | -0.39% |
| Top Gainers |
| Astea | 13.04 |  | 3.89 |
| NICE | 44.02 | | 0.68 |
| eLoyalty | 7.5 | | 0.67 |
| Top Losers |
| SPSS | 27.88 | | -1.15 |
| Sykes | 13.03 | | -1.04 |
| salesforce.com | 27.68 | | -0.69 |
| Complete Stock Index |
| As of close 11/15/05 | |
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| (Feature)
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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