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12/9/05 - Net Promoter - Clarification
I'm going to take a break today from the "build versus buy" discussion but I want to let you know that it will be tops on the list for discussion next week. Especially, since so many of you have responded with great input.
I want to use the end of the week edition of this column to clarify my earlier thoughts about a single measure for customer loyalty because I think some people might have the wrong impression. In review, I stated that I believe the best measure for customer loyalty is the Net Promoter (NP). However, I am not suggesting that it is the only measure.
As I stated in my 11/30/05 entry, I think the NP metric is necessary but not sufficient. It's a great start but it won't tell you everything you need to know. It's fair to say that I am a big NP fan and I have featured it front and center because it's a great way to start measuring loyalty. Here's my promise to the 90% of companies that don't measure NP: Once you start measuring NP on a regular basis, you'll understand what additional metrics you need.
Gary Lemke, Publisher
(Share your thoughts)
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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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 Research Notes (more)
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Why Microsoft CRM Is the 3rd Choice - In this document, Microsoft CRM is given a comprehensive review including "Global Perspective" by CRM expert, Mr. Paul Greenberg, auther of "CRM at the Speed of Light" and Executive VP of CRM Association US.(GCCRM)
|  | | Siebel + Oracle > SAP? - Oracle just announced to acquire Siebel. Technically speaking, this will make Oracle the number one CRM vendor in the world, even though the official legitimation has to wait until early 2006. There is however, another saying that SAP is catching up fast that she will likely replace Siebel as the CRM leader one day or the other. Would Siebel + Oracle > SAP in CRM in the coming years? We don't know yet. But it makes sense to have an individual review on each of them to see how they are doing so far and listen to what 443 survey respondents have talked about their image and product.(GCCRM)
| | | Why Oracle CRM Is Only the 4th Choice - An Independent Survey and Perspectives from Global / China Experts on Oracle(GCCRM)
| | | How to Complete the Customer Self-Service Picture - Enterprise Reporting has become a critical component of Customer Self-Service. This is especially true in service businesses where customers place a premium on information and online information delivery, and account management is increasingly becoming the most efficient (and desired) way to interact with and serve them. (Actuate)
| | | Optimizing Online Service to Build Effective Customer Relationships - Customer service plays an important role in the shopping decisions consumers make across sales channels. As their satisfaction with online service wanes, online buyers turn to staff-intensive, phone-based service, and will make purchasing decisions based on past service experiences. Amid elevated stakes for high-value buyers, consumers are seeking improved access to knowledgeable service staff and speedy resolution of their increasingly prevalent service issues. Consumers will continue to find phone and e-mail to be the most satisfying channels for service resolution. (ATG)
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Kronos Incorporated with Citrix GoToAssist - Citrix GoToAssist interfaces with Kronos' internal products and provides a strong support solution for Kronos. Key benifits that Kronos sees include reduced costs while improving quality of service, increased customer satisfaction and loyalty, improved first-call resolution, measured success with comprehensive reporting functionality, and Citrix can have someone up and running within 48 hours with no additional infrastruction needed.(Citrix Online)
| | | 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)
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March 5-9, 2006: The Art of Customer Care Enhancing the Customer Experience - The Art of Customer Care - Enhancing the Customer Experience - Is it possible for a Customer Care function to build customer loyalty and increase sales? Join us in Atlanta, March 5-9, and learn how world class companies are enhancing "the customer experience" with innovative programs and processes. Benchmark your center against the 2006 Global Contact Center Benchmarking Report, hear case studies from leading companies, work closely with Customer Care experts and brainstorm with your peers. Visit www.customercare.com.
| | 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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| CRMAdvocate Stock Index |
| CRMSI | 46.10 |  | -0.13% |
| Dow Jones | 10,761.93 | | -0.46% |
| Nasdaq | 2,244.12 | | -0.35% |
| S&P 500 | 1,255.64 | | -0.14% |
| Top Gainers |
| NICE | 46.57 |  | 0.90 |
| Astea | 18.22 | | 0.79 |
| eLoyalty | 10.3 | | 0.63 |
| Top Losers |
| SPSS | 27.04 | | -1.13 |
| Tekelec | 12.2 | | -0.40 |
| Amdocs | 25.86 | | -0.34 |
| Complete Stock Index |
| As of close 12/08/05 | |
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