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12/14/05 - CRM for Chargebacks
I recently asked if anyone uses CRM for chargebacks to reward business units that minimize the need for their customers to contact the organization and subsequently punish (charge) those who purposely or inadvertently increase customers' contacts. Let me share how one reader responded.
"Companies either do this based on a yearly internal service contract, linking the expected number of calls to the budget available to the call center (penalties for overloading their part of call center resources) or based on penalties for deviations to the forecasted calls per marketing campaign (x% over or under-forecasted costs the company extra money in customer services)."
The writer goes one to say, "There are two problems however - first you need to have an accurate calculation of the total cost per call (which most companies don't have) and second of all, most internal financing and budgeting organization don't allow internal charging. The financial settlement takes place during the yearly budgeting rounds." Is that how things work in your organization?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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UniPress released FootPrints LANsurveyor 9.5, a new version of the popular add-on module that combines the FootPrints web-based service desk with network management and IT asset discovery functionality. The latest version of this tool provides support organizations with multiple time-saving resources for troubleshooting and resolving desktop and network-related incidents.
Calabrio announced positive results by Taction, a contact center services company. With Calabrio, Taction has streamlined its operations as its business continues to grow - now finding new efficiencies, driving greater productivity and building a more employee-friendly workplace.
NextNine announced that Sherry Harmon and Henry Ainouze have joined the company as President, NextNine, Inc., and Vice President Sales, Europe, Middle East and Africa (EMEA), respectively.
New capabilities from Avaya and Polycom now deliver integration of Internet Protocol (IP) telephony with desktop, conference room, and multipoint video conferencing, using the same features and functions that have made business telephony a convenient and effective way to communicate.
smartFOCUS will launch the new smartCAMPAIGNER module, one of the key smartMARKETER components that enable the delivery of Intelligent Marketing. Based on the smartSERVER platform, smartCAMPAIGNER delivers the campaign planning, management and on-going automation that enables improved marketing productivity and efficiency supported by smartFOCUS best practise processes and consultancy services.
SAP and Mercury Interactive announced that SAP will resell Mercury LoadRunner, Mercury's load testing software. Available under the brand, "SAP LoadRunner by Mercury," it helps customers maximize the value of IT deployments through performance validation and optimization capabilities for SAP's enterprise resource planning (ERP) software and the SAP NetWeaver platform.
Salesforce.com announced that Medcere is using the AppExchange on-demand platform to create, deploy and manage a new business critical application. AppExchange has enabled Medcere to extend the value of its salesforce.com deployment of Salesforce SFA and Salesforce Service & Support by allowing it to build and run an on-demand application for product development.
Scribe Software announced its success in integrating Interactive Intelligence's disparate systems with their new Microsoft CRM application.
Siebel has announced that Banco de Chile has selected Siebel customer relationship management (CRM) applications to consolidate its business processes onto a single branch platform and provide it with enhanced competitive advantage in the South American banking market.
Time Warner's Minnetonka, MN contact center launched Echo, a solution from BenchmarkPortal. Echo is a web-based application designed to help companies continually improve the service they provide by collecting and leveraging the voice of their customers. After just two months, Time Warner reported a 26% increase in top boxcustomer satisfaction rates.
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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 | 47.10 |  | 0.15% |
| Dow Jones | 10,823.72 | | 0.52% |
| Nasdaq | 2,265.00 | | 0.18% |
| S&P 500 | 1,267.43 | | 0.55% |
| Top Gainers |
| Amdocs | 27.33 | | 1.23 |
| Sento | 8 | | 0.80 |
| eLoyalty | 11.47 | | 0.74 |
| Top Losers |
| HP | 29.07 |  | -0.90 |
| NCR | 34.37 | | -0.58 |
| ICT Group | 16.89 | | -0.46 |
| Complete Stock Index |
| As of close 12/13/05 | |
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January 22-25, 2006: 7th Annual Sales & Marketing 2006, West: A Frost & Sullivan Executive MindXchange - From analytics to branding to partnering to technology, this comprehensive event tackles top management's concerns for the organizations future as it relates to acquiring, retaining, improving relations and loyalty with their present, past and future customers. This Executive MindXchange delivers real world insights from seasoned sales and marketing professionals along with multiple opportunities for you to network and brainstorm with solution providers and your peers in interactive sessions that allow you to get practical in applying what you've learned to your own organization. This is your opportunity to discover new and creative solutions for sales and marketing concerns that are vital for maintaining your competitive advantage and growing your organization.
|  | | 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.
| | 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.
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"OUR TAKE"
Events 
WEBCASTS (more)