 FEATURE WEBCAST (more) |
Top 5 eBusiness Imperatives for 2006
featuring Gartner
Speakers:
Gartner - VP of CRM, Gene Alvarez
Comergent - Chief Technology Officer, Bill York
Summary:
Hear
Gartner's VP of CRM, Gene Alvarez, and Comergent discuss the critical
customer-centric strategy for 2006: optimizing your complex selling and ordering
processes. You will gain insights and proven approaches for enabling electronic
B2B, B2C and B2B2C sales models to increase customer satisfaction, support
multi-channel synchronization and provide better operational visibility.
(Listen
NOW!)
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12/16/05 - Six Steps to Losing Your Customers - Step 1
Over the last year, I have often used this column to talk about customer retention. It's a safe bet that you will see even more in the coming year.
I read an article in B2B Marketing Magazine that had a sidebar entitled "Six Steps to Losing a Customer." Allow me to share them with you. Today, we'll tackle step one: "Wait for the customer to complain or ask for additional services. Most will simply go elsewhere."
If you are waiting for the customer to speak up, you're too late. Studies have shown that 90+% of customers with an issue don't complain. That means that your complaint department only sees the tip of the iceberg.
Gary Lemke, Publisher
(Share your thoughts)
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TOP NEWS OF THE WEEK (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.
Verint Systems announced that is has expanded the functionality of its STAR-GATE Communications Interception Solution to enable service providers to more effectively address emerging communications interception requirements for VoIP and broadband packet-data services.
HDI announced two new publications to help senior level support managers and corporate executives better understand and manage IT support. The Executives Guide to Understanding Executive Support, authored by Robert Last provides a brief introduction for CIOs and IT executives to the concepts and techniques that are involved in managing a support center as a strategic asset.
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 a new telecommuter solution that embeds virtual private network (VPN) remote capabilities into Avaya's family of IP telephones. Businesses can use this solution to extend headquarters-quality communications to employees working from any home office, temporary work site or emergency location.
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.
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.
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.
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.
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.
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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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 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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HUNTERS vs. FARMERS - Which is more important? - As a recruiter many times I am told, "I want a hunter" or "I want a farmer". I think to begin this article we should clarify the definitions of these two roles. Then we can discuss which role might be more important.(Amaxa Group)
| | | Megachurches and the Gospel of Customer Relationship Management - Megachurches like the 25,000-member World Changers of Atlanta can teach corporations the true meaning of customer relationship management. How? Not only do they manage the logistics of having thousands of members show up on a single day and still go home singing their praises, they also manage the information about those members in ways few commercial companies can match.(Baseline Magazine)
| | | Why Marketing ROI Misses the Mark - Rather than adopting piecemeal approaches from finance, marketers should look to operations and production for a more defined set of measurement disciplines(CMO Magazine)
| | | Is enterprise CRM dead? - Three years ago, at an industry trade conference, Tom Siebel, then CEO of Siebel Systems Inc., first uttered the words, "CRM is dead." It was a statement that raised eyebrows across the industry, coming from a man widely credited for helping to create CRM. While Siebel later explained he was simply talking about the rise of a new set of applications, it foreshadowed the end of standalone CRM.(SearchCRM)
| | | Meeting Customer Expectations will Prove Major Focus for Contact Centres in 2006 - Sabio highlights key technology drivers that will help focus contact centre processes around individual caller requirements(CRMToday)
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 Case Studies (more)
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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.
| | | 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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| CRMAdvocate Stock Index |
| CRMSI | 47.01 |  | 0.15% |
| Dow Jones | 10,881.67 |  | -0.02% |
| Nasdaq | 2,260.63 | | -0.09% |
| S&P 500 | 1,270.94 | | -0.14% |
| Top Gainers |
| NICE | 48.5 | | 1.10 |
| salesforce.com | 35.2 | | 0.75 |
| West Tel | 39.51 | | 0.67 |
| Top Losers |
| RightNow | 19.44 | | -0.55 |
| HP | 29.2 | | -0.41 |
| Teletech | 11.75 | | -0.36 |
| Complete Stock Index |
| As of close 12/15/05 | |
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