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7/18/06 - Measuring the Customer Experience Self-service is often delivered via the Internet, IVR or kiosk or other form of non-human interaction. And many, if not most, organizations have a desire to direct customers towards self-service in hopes of lowering the cost per interaction. But what about measuring the customer experience? Does our focus on chasing cost savings cause us to take our eye off improving the customer experience? Often that is the case as evident by frustrations voice with not being able to get satisfaction with live help. So as we continue to talk about moving beyond operational metrics to measuring the customer experience, I want to point out that strategies for measuring the self-service experience may be totally different than the human assisted experience. Do you agree? Gary Lemke, Publisher (Share your thoughts)
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TODAY'S NEWS (more)
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Onyx announced that its board of directors voted to recommend that shareholders reject CDC Corporation's unsolicited offer to purchase all of the outstanding shares of Onyx for $5.00 per share in cash. After careful consideration, including a detailed review of the terms and conditions of the Offer with Onyx's board of directors' financial and legal advisors, the board determined at a meeting on July 15, 2006, that the uncertainties inherent in the Offer represent a substantial threat to shareholder value that is not offset by the small premium reflected by the CDC offer price.
CDC Corporation announced that it has filed a lawsuit in King County Superior Court in Seattle, Washington against Onyx, its directors and M2M Holdings, Inc. alleging breach of fiduciary duties to Onyx's shareholders, and claims related thereto, by failing to pursue any meaningful discussions regarding CDC's offers to acquire Onyx, agreeing to excessive break-fee and expense arrangements in the current agreement with M2M Holdings, and acting in their own self-interest by including certain benefit arrangements in the agreement with M2M Holdings.
A2iA and Softpro announced the first collaboration to combat check fraud. The companies have pioneered a unique solution which will be marketed globally under Softpro's FraudOne and SignPlus brands. The solution combines proven handwriting recognition, signature verification, and fraud detection technologies to create a holistic check fraud prevention solution for the world's financial institutions.
Nextance raised the industry bar again by introducing Contract Insight Now!, its latest service package that implements the highly-acclaimed Contract Insight solution in just one week, including data migration. With immediate contract management capabilities, companies can begin to minimize the risk and maximize the reward of all of their business relationships.
Trillium Software revealed results of a new survey that suggest while few organisations currently have an enterprise strategy in place to manage the quality of their data assets; change is forecast within two years as senior executives expand their involvement. The survey of 216 information professionals, administered by Harte-Hanks Trillium Software among attendees of industry-sponsored data management events in the United Kingdom, United States and Australia/Asia-Pacific, found that 51% of organisations represented among the respondents run localised data quality initiatives ad hoc. At this time, just 14.5% of those surveyed were tackling data quality using a coordinated management led enterprise strategy.
Mercury Interactive announced that SAP AG is using Mercury BTO software to test, diagnose and monitor the performance of its new internal corporate portal from pre-production through production.
Oracle announced that revenue for Oracle Fusion Middleware passed the $1 Billion revenue threshold for FY06. During the most recent quarter, Q4 FY06, Oracle Fusion Middleware license revenue grew 57 percent year over year.
Enterprises and communications service providers can bring their communications challenges to Nortel and expect tailored solutions without worrying about the nuts and bolts of their networks. That's the key message behind Nortel's new services-led business focus, Dietmar Wendt said in outlining the progress made since his appointment nearly two months ago as president of Nortel's Global Services business.
Microsoft and Nortel announced an alliance based on a shared vision for unified communications. By engaging the companies at the technology, marketing and business levels, the alliance will allow both companies to drive new growth opportunities and has the potential to ultimately transform businesses communications, reducing costs and complexity and improving productivity for customers.
Auto dealerships using customer management systems are performing 23 percent better than their competition, according to updated research from the University of Maryland's Robert H. Smith School of Business. The information is part of the final results from a third-party research study conducted earlier this year by the Smith School. The research is based on a survey issued by researchers in the school's Department of Decision and Information Technologies and distributed through Autobytel Inc. to thousands of customer dealerships, including those that use Autobytel's Web Control(R) system and Retention Performance Marketing (RPM) program.
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| CRMAdvocate Stock Index |
| CRMSI | 43.38 |  | -0.56% |
| Dow Jones | 10,747.36 |  | 0.07% |
| Nasdaq | 2,037.72 |  | 0.02% |
| S&P 500 | 1,234.49 |  | -0.14% |
| Top Gainers |
| Amdocs | 34.4 |  | 0.70 |
| HP | 31.2 |  | 0.44 |
| RightNow | 14.23 |  | 0.36 |
| Top Losers |
| SPSS | 26.26 |  | -1.47 |
| ICT Group | 21.98 |  | -1.38 |
| Interact Intell | 13.84 |  | -1.23 |
| Complete Stock Index |
| As of close 07/17/06 | |
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Call Center Attrition Rate High in India - The survey compared 200 call centers in India, Thailand, the Philippines, Malaysia, Singapore, and South Korea on their performance in customer service, sales, revenue, operations, technology, and human resources. "Inadequate focus on human resources leaves much to be desired," said director Catriona Wallace.(Contact Center Today)
|  | | Manufacturers Learn Valuable Lessons Selling Through Channels - For many manufacturers, indirect channels provide the majority of their revenue yet carry only a small percentage of their most profitable products. Instead, indirect channel partners opt to move literally tons of low-margin items, competing in the marketplace on price and availability alone. The electronic components industry is a case in point. When buyers have little opportunity to customize services or products, pricing and availability are all that matter.(CRMBuyer)
|  | | Airbus Flies on SAP Web Services - "We like the idea of an open architecture, which SOA enables," said James Westgarth, manager of travel technology procurement at Airbus. "We like the idea of being able to manage everything internally and to cherry-pick for the best solution in every class." (CRMDaily)
|  | | SMBs Accelerating Adoption of E-Commerce and Online Marketing - Allure of Professional Web Sites and Advanced Internet Marketing Draws SMBs to Web-Based Services(CRM2day)
|  | | Travelocity 'activates' customer data for BI - There's no point in doing business intelligence without launching an active data warehouse. So says Laura Johnston, vice president of CRM and loyalty at Travelocity. "It's hard to be relevant if you don't understand who the customer is and can't access information," she said.(SearchCRM)
|  | | Seven More Microsoft Patches On Tap - Four will cover Windows and three will affect Office; at least two of the seven will be tagged as "critical," the highest warning rank used by Microsoft. (InformationWeek)
|  | | Make marketing measurement count: Easier said than done - A very large company formed a task force to identify the value gained from the obscene amounts of money it spent on customer information, marketing analytics and reporting. No marketing representative was on the task force, even though marketing knew about the initiative and was consulted during deliberations. The person running the task force? An IT executive.(CMO Magazine)
|  | | Anti-Terror Technology's One Percent Doctrine - The Bush administration's view is that if a terrorist incident is one percent likely to occur, it should be treated as a certainty. That leads to potentially hasty adoption of technological approaches to counter such an incident. Should a business case be required before we launch into such controversial endeavors as data mining?(CIO Magazine)
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