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REAL
MARKET
RESEARCH
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Wed,
November 11, 1998
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THE
SUPPORT
REPORT
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The First and Only Daily Report for the Service and Support (CRM) Industry
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Resource Center
The One-Stop Shop for Service & Support Resources
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News Archive
Career Corner
Demo Central
Support Library
Subscribe - free
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Support Suppliers
Support Publications
Support Calendar
Support Stock Index
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Today's SSDEX Figures |
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Index |
Close |
Change |
Percent |
SSDEX
Dow
Nasdaq
S&P500
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58.71
8823.82
1864.06
1120.94
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-0.71
-40.16
-1.56
-7.32
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-1.21%
-0.45%
-0.08%
-0.65%
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Support Stock Index (SSDEX) is the support industry's health barometer.
It is a measure of the stock performance for companies that
sell products and services to the support / customer interaction industry.
On 12/31/96, SSDEX's value
was set at 100, making it easy to see how the industry is performing as a group.
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Today's Gainers and Losers
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Company
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Close
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Change |
Percent |
IMA
Astea
Clarify
Vantive
Melita
Inference
Precision
ICT Group
SPS Pay
Datawatch
Sykes
Pegasystems
Teletech
Aspect
Siebel
Applix
Remedy
APAC Tel.
West Tel
Aegis Comm
Firstwave
SITEL
Peregrine
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5 5/8
1 11/16
19 1/16
9 15/16
12 1/8
4 3/4
7 1/16
2 3/4
31 15/16
1 11/16
20
10
9 7/16
17 5/8
24 3/4
3 1/16
10 15/16
7 13/16
10 1/4
1 5/32
1 15/16
3 3/16
30 1/2
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1/2
1/8
1 1/16
5/16
5/16
1/16
1/16
0
0
0
- 1/16
- 1/16
- 1/16
- 3/16
- 3/8
- 1/16
- 1/4
- 3/16
- 1/4
- 1/32
- 1/16
- 1/4
-2 1/2
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9.76%
8.00%
5.90%
3.25%
2.65%
1.33%
0.89%
0.00%
0.00%
0.00%
-0.31%
-0.62%
-0.66%
-1.05%
-1.49%
-2.00%
-2.23%
-2.34%
-2.38%
-2.63%
-3.13%
-7.27%
-7.58%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Assertiveness is the art of standing up for ourselves without infringing on the rights of others. -- Managing Stress: A Guide for Customer Support Professionals
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 Lockheed has achieved SCP Certification
New Report Finds How Companies Treat Consumers Is a Major Driver of Brand Loyalty and Impacts Future Sales
When it comes to the buying preferences of today's consumers, a major new business study reveals this startling fact: what keeps Americans buying a particular brand has less to do with pricing and merchandising than with how well the company treats its customers. The new study finds a direct correlation between buying intent and a customer's experience with a company's consumer affairs department. Specifically, 90 percent of those consumers who were delighted with their experience say they will continue to buy the product/service while only 37 percent of the customers who were dissatisfied with their experience say they will remain brand loyal.
Motive Communications Puts Its Money Where Its Mouth Is: Makes Electronic Support the Standard for Its Customers
Motive Communications, Inc. today unveiled "Motivated Support," an electronic support delivery option that provides Motive customers with technical support at a price well below industry. Motive is charging its customers who elect the Motivated Support option 12% of annual software licensing fees for tech support -- 33% less than the industry standard of 18-20%. Motive additionally is guaranteeing that Motivated Support customers will receive tangible responses to support problems within 30 minutes.
Full Story - http://www.realmarket.com/news/motive111198.html.
Vantive, Oracle and Hewlett-Packard Benchmark Demonstrates Performance and Scalability
Today at Oracle OpenWorld(R), the Vantive Corp. announced benchmark results for Vantive 8, which more than triples the previous record set for concurrent users of other front-office application. The test demonstrated sub-second response times for 15,000 concurrent users handling 104,000 customer calls per hour -- the highest recorded results for an enterprise application.
Inference and Periphonics Form Partnership to Deliver Self-Service Solution for IVR
Inference Corp. and Periphonics Corporation today announced a joint marketing agreement to integrate Periphonics Interactive Voice Response (IVR) system with the new Inference k-Commerce Support application. This agreement will also provide a platform for integrating speech recognition systems with a customer service knowledge base.
Oracle buys Concentra
Oracle will pay $43M in cash for Concentra in an effort to augment its Internet commerce offerings. The Burlington, Massachusetts, company's configuration software--which is used to configure complex products like PCs and consumer electronics devices.
CustomerSoft, Inc. Hires Two New Directors
CustomerSoft, Inc. announced today that Linda Bryant Nicholson, formerly with InfoBeat. (a company specializing in large volume e-mail delivery services) will join CustomerSoft as Director of Marketing. Additionally, W. Kelly Rice, formerly CFO for software company Open Disc Systems, Inc was recently named Director of Finance and Administration.
 Click here to download your free "Buy vs. Build" whitepaper
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