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12/1/05 - Customer Satisfaction v Net Promoter Scores "What about customer satisfaction surveys?" That is what many of you wrote in response to my thoughts on the Net Promoter (NP) metrics. Let me use today's column to share why I think they are totally different. NP scores tell you more about how well you are doing in the eyes of your customer. Many organizations post exemplary customer sat figures only to find those "satisfied" customers would not be a reference nor make an unsolicited referral. Even more striking is that many "satisfied" customers might not ever make another purchase. The key point is that satisfied customers are not always retained or loyal customers. Big difference here. So when an organization touts their customer satisfaction score, challenge them by asking about their Net Promoter score as well as their customer retention rate. Those two factors tell more about the health of the company and the value of their products and services. Gary Lemke, Publisher (Share your thoughts)
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TODAY'S NEWS (more)
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Answerthink announced that it acquired the REL Consultancy Group. REL's offerings will be integrated into the service portfolio of The Hackett Group, a business process advisory firm and an Answerthink company.
ClickSoftware announced a licensing and service agreement with Antwerp Waterworks. AWW is in the process of implementing a new ERP package. The water utility has turned to ClickSoftware's ClickSchedule solution both for its power and flexibility to fully integrate with the new ERP package, as well as its ability to provide the planning and appointment booking functionality the company needs.
HP announced that it has signed an agreement to acquire Trustgenix, a provider of federated identity management solutions. Upon the closing of the acquisition, HP plans to integrate Trustgenix and its software solutions into the HP OpenView management software portfolio.
Mail and messaging specialist Pitney Bowes has published a quick-reference guide explaining the rules and regulations governing direct marketing activity in key European territories.
Siebel announced that Equifax has adopted Siebel CRM OnDemand to provide its entire Latin American sales force with a standardized customer view. Equifax selected Siebel CRM OnDemand as a means of growing business within its existing customer base and increasing sales opportunities.
Witness Systems filed with the Securities and Exchange Commission a prospectus relating to an underwritten public offering by Witness Systems of 3,800,000 shares of common stock.
Meta Corporation announced that Oxford Journals has selected eMeta's ASP, eRightsWEB, to control access to its journals content at www.oxfordjournals.org. eRightsWEB will provide Oxford Journals with essential access control functionality, including authentication, authorization, customer care, customer self-care and reporting.
Salesforce.com announced that Tyco Fire & Integrated Solutions has standardized on Salesforce in 19 European countries and seven languages to optimize sales effectiveness and efficiency. This EMEA provider of fire detection, protection and suppression systems, integrated access control and CCTV surveillance systems and other integrated solutions is deploying Salesforce to over 700 staff to create a single, complete view of its European customers.
ADXSTUDIO announced availability of ADXSTUDIO CMS 2005, a content management system for Microsoft .Net Framework 2.0. The new version is fully integrated with Microsoft Visual Studio 2005, SQL Server 2000/2005, Active Directory, IIS, and Index Server.
Exstream Software announced that La Redoute is using its Dialogue enterprise personalisation software to create, manage and deliver over 150 million personalised invoices, mailings, labels, paychecks, and marketing documents annually.
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FEATURE WEBCAST (more) |
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"Contact Centers with Nine Lives: Business Continuity Strategies"
Ed Margulies, COO, Telephony@Work
In today's contact center, it is increasingly more important to develop a hedge against disaster. Take labor strikes, power outages, terrorism and natural disasters. What steps have you put into place to ensure maximum up time for your operation? In this session, you will learn how to identify the most essential business continuity disciplines and strategies for smooth transition and recovery during exigent circumstances. Learn how you can mitigate risk in your contact center and maintain workflow integrity with the proper tools. Session topics include: Disaster Recovery, Transactional integrity and security, and Graceful Operations Scaling & Implementation.
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| CRMAdvocate Stock Index |
| CRMSI | 44.72 |  | -1.12% |
| Dow Jones | 10,805.87 |  | -0.76% |
| Nasdaq | 2,232.82 |  | 0.00% |
| S&P 500 | 1,249.48 |  | -0.64% |
| Top Gainers |
| NCR | 33.92 |  | 1.37 |
| salesforce.com | 31.89 |  | 1.32 |
| Vignette | 17.73 |  | 1.11 |
| Top Losers |
| Witness | 20.05 |  | -0.51 |
| ICT Group | 15.92 |  | -0.35 |
| HP | 29.67 |  | -0.29 |
| Complete Stock Index |
| As of close 11/30/05 | |
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Case Studies (more)
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AXA Australia With Verint - Learn how Axa Australia used Verint's ULTRA suite of Contact Center Actionable Intelligence Solutions to improve process efficiencies, boost supervisor productivity, enhance compliance with regulatory requirements, and significantly increase agent quality scores.(Verint Systems)
|  | | 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)
|  | | Carlson Hospitality Worldwide with IEX - In the first year, CHW said it eliminated 1,000 hours of shrinkage per month and reduced labor costs by 8 percent. Manual processes were automated and cycle time was reduced.(IEX Corporation, a Tekelec Company)
|  | | MEDEX Global Group With Epicor - MEDEX needed a CRM system with integration capabilities to enable sharing of information across the organization. They found their solution in Epicor Clientele CRM.NET and can now share detailed contract and service information, have improved flexibility in adapting to growth and changing business processes through Web services architecture, and the ability to create HIPAA (Health Insurance Portability and Accountability Act) compliant reporting.(Epicor Software Corporation)
|  | | 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)
|  | | Carlson Marketing Group With IEX - Within six months of implementing IEX Carlson Marketing had already seen a service level increase of nearly 10 percent.(IEX Corporation, a Tekelec Company)
|  | | Opalis Software Uses CRM and Reduces Time Per Transaction - To gain clarity into their own business, learn more about their customers, and improve the way departments interact with each other and with customers, Rob Tavares, Vice President of Sales, Opalis Software, invested in a customer relationship management (CRM) system and integrated it with existing technologies, like Intuit's QuickBooks.(Maximizer Software)
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