Real Market Research - The Support Report (12/28/98)


REAL MARKET RESEARCH

Mon, December 28, 1998
THE SUPPORT REPORT
*The First and Only Daily Report for the Service and Support (CRM) Industry*

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The One-Stop Shop for Service & Support Resources

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Today's SSDEX Figures

Index

Close

Change

Percent

SSDEX
Dow
Nasdaq
S&P500

63.88 9226.75 2180.30 1225.49

-0.50
8.76
17.27
-0.78

-0.78% 0.10%
0.80%
-0.06%

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.

Today's Gainers and Losers

Company

Close

Change

Percent

Melita
Peregrine
Sykes
IMA
Clarify
West Tel
Aspect
Inference
ICT Group
SPS Pay
Teletech
Applix
Siebel
Pegasystems
Vantive
Astea
Remedy
Firstwave
Precision
Datawatch
SITEL
APAC Tel.
Aegis Comm

20
42 1/8
27 5/16
5 3/4
23 3/4
9 7/8
14 3/8
7 3/4
2 1/2
31 15/16
8 5/8
4 1/32
31 13/16
4 1/8
7 5/8
1 7/8
15 3/8
2 7/8
7 1/8
1 1/8
2 3/16
3 1/32
25/32

1 1/4
2 3/8
13/16
1/8
3/8
1/8
0
0
0
0
- 1/8
- 3/32
- 15/16
- 1/8
- 1/4
- 1/16
- 9/16
- 3/16
- 3/4
- 1/8
- 3/8
- 19/32
- 5/32

6.67%
5.97%
3.07%
2.22%
1.60%
1.28%
0.00%
0.00%
0.00%
0.00%
-1.43%
-2.27%
-2.86%
-2.94%
-3.17%
-3.23%
-3.53%
-6.12%
-9.52%
-10.00%
-14.63%
-16.38%
-16.67%

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Web-Based Customer Relationship Management - Software Magazine

Successful customer relationship management is the hallmark of every well-run business. Why? Because it costs more to acquire new customers than it does to hold onto existing ones. During the last few years a wide range of new software solutions has appeared that can help you deliver world-class customer service and support. And they all have one thing in common -- the Web. Full Software Magazine story - http://www.softwaremag.com/Insomnia/nov_98/index.htm .

Methods For Management - InformationWeek Article

InformationWeek takes a look at what IT department must do to put processes in place to ensure higl levels of application availability. The article talks about IT customer satisfaction and service level agreements. Full Story - http://www.techweb.com/se/directlink.cgi?IWK19981207S0001.

Web-Enabled Call Centers Turn Surfers To Customers

Corporations want to change call center applications from manual intervention systems to automated solutions that tap the power of the Internet and the Web. Interest in Web-enabled call centers is rising because companies are marketing more and more of their wares on the Internet. When potential purchasers show interest in a product, a company wants to transform them from prospects into buyers. To do that, a customer service representative may need to talk to the person, answer questions and assuage any fears. For that to occur, a company must connect its Web servers and call center systems. Full CRN story - http://www.crn.com/sections/news/821/821pg133a.asp .

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