CRM - August 2008 - (Page 17)

Insight people taking on false identities or being negligent with company property. (See sidebar, “A Pair of Non-Tech-Savvy Security Breaches.”) According to a 2008 study by the Pew Internet & American Life Project, 75 percent of users either agree or strongly agree that they do not like giving out their credit card or personal information online. Internet infrastructure service provider VeriSign recently announced some big-name customer wins—ones the company hopes will bring attention to developments in online security. Consumers can easily discern which sites are protected by the VeriSign Extended Validation Secure Sockets Layer when the navigation field turns green—a feature that VeriSign reps say phishers attempting to create a faux site can’t simulate. Online retailers Buy.com, Blue Nile, and Overtons.com are among more than 4,000 e-commerce sites that have joined a widespread initiative to protect consumers from phishing scams and create a safe online-shopping environment. Unfortunately, while there are various solutions available, the laws delineating the intricacies of data security are far from defined, Redman says. “No one knows exactly what’s right or wrong with privacy and security,” he says. Suffice to say, the industry’s playing it by ear. Redman quotes one industry pundit as saying, “Security will be to the Information Age what consumer protection was to the Industrial Age.” Regardless of how data security policies are defined, Redman says he’s confident it will be in favor of greater consumer protection. Better security, however, doesn’t have to mean weaker marketing. In fact, Redman says that as marketing gets more targeted, consumer information will be handled more strategically. More things go wrong when you attempt to blanket the entire market. “It doesn’t mean you can’t mine the data for insight,” he says, citing companies such as Netflix that make recommendations based on aggregate consumer behaviors. “Just be respectful of your customers. It’s too hard to get new ones.” —Jessica Tsai www.destinationCRM.com A CODE WIN DOESN’T BLOW CRM is all over this year’s awards for programming excellence he Software Information Industry Association (SIIA) recently announced the winners of its 2008 CODiEs, recognizing the best achievements in programming. CRM might typically let them pass without mention, but this year the list of winners had a lot of names familiar to our readers: Salesforce.com won twice, for On-Demand Platform (Force.com) and Relationship Management Solution. NetSuite had a CODiE of its own, with its 2007.0 edition named for eCommerce Solution, and picked up another—Business Software Solution—for OpenAir Professional Services Automation, by consultancy OpenAir, a firm that NetSuite acquired in June. Jigsaw took home Business Productivity Solution, while Xactly Incent won for Financial Software Solution. Other winners relevant to CRM’s coverage include Tableau Software’s Tableau Desktop (Business Intelligence or Knowledge Management Solution); Coveo Enterprise Search 5.0 (Enterprise Search Engine); and iPass Mobile Office (Mobile Solution). Even the number of CRM vendors that made it to the finalist stage is considerable, including DemandWare, Entellium, Omniture, OpSource, RightNow Technologies, SugarCRM, and VerticalResponse. (Several appeared in last year’s list of CODiEs as well.) The reason is clear: Some of the most innovative programming in the software industry is happening in the CRM field. Code jockeys are working hard to bring you the very finest in business solutions, and the results are earning accolades. For more winning efforts, don’t miss the September 2008 issue of CRM magazine, when we reveal the winners of the 2008 CRM Market Awards. —Marshall Lager T Just because you’ve got a fish and gold, doesn’t mean you have a goldfish. Just as patching contact center tools together doesn’t yield true contact center performance. Calabrio One™ is the only software suite that truly integrates a unified desktop with workforce optimization. It aligns people and processes, driving continuous improvements to meet your business objectives. Interested? Learn more at www.saynotoducttape.com. ©2008 Calabrio, Inc. All rights reserved. http://Salesforce.com http://Force.com http://Buy.com http://Overtons.com http://www.saynotoducttape.com http://www.saynotoducttape.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - August 2008

CRM - August 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Maximum Security A Code Win Doesn’t Blow Forming the Platform CRM on Twitter CRM Class Is in Session Making CRM Mandatory for University Administration Required Reading Cover Story: Calling it Quits Wouldja Look at That? 8 Enterprise Strategies That Stick CRM Searches for Search All Lines Are Not Busy UC: As Easy as A-B-C Even Contact Centers Have Room for Improvement Money Lying Around? Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - August 2008

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