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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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TODAY'S NEWS (more)
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Witness announced that it has priced an offering of 4,100,000 shares of its common stock at $20.00 per share. The offering is being made from a shelf registration statement that was declared effective August 11, 2004.
Vendavo introduced the first 64-bit pricing analytics application on the market. Profit Analyzer 64 is an analytics solution on the market designed to simultaneously deliver virtually unlimited scalability and real-time performance. The company also announced enhancements to its current 32-bit analytics application, Profit Analyzer 32.
Avidian Technologies announced the launch of Prophet 3.0, the newest version of its leading Outlook-based sales software solution. Avidian also announced that Prophet will be available for the first time for enterprises with Prophet Enterprise Client and Prophet Enterprise Server.
Antepo announced the release of a free starter edition of OPN System XT, Antepo's flagship solution for EIM and Presence management. Available now at absolutely no cost to small businesses, OPN System Express Chat gives access to virtually all of the features of OPN System Enterprise Edition, including directory integration, compliance archiving, persistent discussion forums, and more.
Avaya announced that Gas Natural has installed an IP telephony system at its primary locations, including Barcelona and Madrid. The new IP contact centre system will help Gas Natural meet the demands of its growing 10 million-strong customer base.
Service Strategies announced that its Support Center Practices (SCP) Certification program is helping internal service organizations at large companies measure and improve their effectiveness. SCP Certification quantifies the effectiveness of technology support based upon a set of performance standards and represents best practices in the industry.
Siebel Systems and BEA Systems announced the general availability of Siebel Component Assembly for J2EE-based BEA WebLogic Server 9.0. The combined offering is designed to help customers to simplify and speed the development of custom CRM applications, enhance organizational decision-making, and increase end user productivity.
NICE announced that it has priced its public offering of American Depositary Shares (ADS) representing 4,000,000 Ordinary Shares at $46.25 per share. The company has granted to the underwriters of this offering an over-allotment option to purchase up to an additional 600,000 American Depositary Shares.
Talisma announced the launch of its new international headquarters. The office in Geneva will strengthen Talisma's operations outside of the US, by offering sales and support to partners and customers throughout mainland Europe, as well as the Asia Pacific region.
T-Systems and Convergys announced the signing of a six-year Infinys billing services agreement. The agreement includes licensing Infinys billing and rating software, purchase of professional services, and the ability for T-Systems to re-sell Infinys in Europe, Middle East, and Africa.
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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 | 46.92 |  | 1.77% |
| Dow Jones | 10,778.58 |  | 0.22% |
| Nasdaq | 2,256.73 |  | 0.46% |
| S&P 500 | 1,259.37 |  | 0.28% |
| Top Gainers |
| salesforce.com | 35.58 |  | 2.12 |
| Witness | 21.31 |  | 0.98 |
| Verint | 37.8 |  | 0.91 |
| Top Losers |
| Astea | 17.3 |  | -1.01 |
| eOn | 13.5 |  | -0.39 |
| Firstwave | 1.91 |  | -0.22 |
| Complete Stock Index |
| As of close 12/08/05 | |
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White Papers (more)
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Grow Your Business - The Value of Knowledge in the Contact Center - The universal agent desktop is at its core a knowledge-enhancing tool, designed to provide agents with only the most relevant information and functionality to do their jobs, and only at the most relevant and appropriate times.(Cincom)
|  | | Stinky Branding - The smell of armpits, dirty laundry, and soiled diapers are all now highly sought-after scents, as companies, pursuing smelly-branding have all lined up, excited for having exclusive rights to aromas which they can use to bring odor to their lifeless products. Like, peachy-smelly-bras or chocolate-smelly-underpants and so on.(ABC Namebank)
|  | | A Philosophy of Success - Sam Falletta built a successful career with incept Corporation over the past eight years. Incept provides direct marketing services for commercial businesses, from medium size to Fortune 500 firms, and is a leader in the blood donor recruitment industry. Falletta was recently promoted to the position of President.(Incept Corporation)
|  | | Will Enterprise Search Tools Help Your Sales Reps Sell More? - Understanding the difference between Enterprise Search Tools (ex. Google) and Technologies Specializing in Sales Knowledge Sharing(Involve Technology)
|  | | Using an Online Survey to Put Customers on Your Side - To win over hesitant advertisers, wouldn't it be helpful to have an 8 million standing army on your side? Guideposts, a leading publisher of inspirational books and magazines with a total circulation of over 8 million, decided it was time to try some innovative techniques to reach out to customers and show the advertisers the full power of its readership community.(WebSurveyor)
|  | | CEM Panel Discussion - Customer experience management (CEM) is garnering a great deal of attention in the CRM industry. A panel of industry experts discuss the importance of CEM to the enterprise and shed light on what it will take to successfully implement a winning strategy.(CRM Association)
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