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Rich Tehrani
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| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

CRM

How to Make/Save Money With Communications Today

January 8, 2009

In my conversations with many in the telecom industry they tell me they are very excited about coming to ITEXPO next month in Miami. They explain, now is the best time to be at a communications show which not only addresses the entire telecom space but focuses on business - or making money.

They tell me this year, more than ever, they need to focus on generating earnings. Sure, the future, visionary aspects of communications are great (and will be disussed at the event) but I can tell you from personal experience, the companies in communications that haven't been focusing on sustainable business models can't pay their bills and many have already quietly closed their doors.

Nortel Under Assault

January 8, 2009


In a number of my meetings with companies in the tech and telecom space over the last few years, they have told me they are aggressively targeting Nortel customers. This was before the talk of bankruptcy which will likely make it easier for customers to be poached.

Ittai Kidron at Oppenheimer believes Juniper will benefit most from marketshare loss Nortel will see. Cisco and F5 will benefit as well according to this analyst but the revenue increase to Cisco as a result of marketshare gains will be minor when compared against Cisco's total revenue.

Aspect Makes Performance Management Acquisition

January 7, 2009

Combined entity to provide enhanced performance management, coaching, employee review and workflow functionality

Aspect has done a great job rolling up a number of call center companies and even in a slow economy is not letting up. In fact, the company just acquired AIM Technology, a company which streamlines the contact center process allowing organizations to more easily motivate, measure and manage employees. The San Francisco-based group was purchased for an undisclosed sum and the resulting product line will be called PerformanceEdge Performance Management.

Why CRM is More Important Now Than Ever

January 7, 2009

It is no wonder that in a slowing economy there is an increased focus on customers, CRM technology and practices. Many companies are cutting in these areas and they are sure to suffer in comparison to companies who put the customer first.

In a slow economy you need to fight to gain and keep every customer you can.

If you aren't keeping up with the latest on CRM tips, tricks, news and analysis - you are doing your company and shareholders a huge disservice.

UPS Driver Hurls Package

December 28, 2008

When you have 425,000 employees, some will definitely do things which embarrass headquarters. Such is the case with this UPS driver who seemed to try to make a basket with this package. No word on how many points he will get for this one but odds are he received at least one pink slip followed by the words, "Don't let the door hit you in the rear on the way out."




He is pretty lucky in fact the resolution of the video is not great enough for him to be recognized.

This is yet another example of how the web can take over a company's branding and messaging in ways they cannot control.




TMC and Objectivity

December 25, 2008

Objectivity is the subject of today's thoughts - primarily because I came across a pretty harsh criticism of me being biased towards a particular vendor. I was going to link to the posts where an anonymous individual decided to skewer me but I then realized that the poster could be a short seller of the stock of the company in question or perhaps a disgruntled former or present employee.

Seldom, I do get criticism from people saying I am biased towards or against companies. They say I brownnose or they say I am in the pocket of this company or that.

TMCnet For iPhone on Apple's Site

December 24, 2008

A Tale of Bribery, Cockroaches and Raid

December 21, 2008

 


One of the most fascinating articles I have read in a long while is about the Siemens global bribery scandal where the company spent $1.4 billion on bribes from 2001 to 2007. Of that, get this - telecom accounted for $800 million or 57%! Consider the company also had divisions in industrial, transportation, control systems, healthcare and other areas and you see just how out of whack the telecom bribery spending was.

This leads one to wonder a few things...

Oracle Does it Again

December 19, 2008

Oracle is amazing. They reported their numbers last night and although they said future sales will be down around 10% their stock is up 6% as of this writing.

According to Dow Jones:

Revenue for the quarter was lower than Wall Street expected, reflecting both the currency impact and weaker information-technology expenditure, but cost control and a strong flow of maintenance support revenue helped Oracle hit its quarterly earnings per share guidance.

For the quarter ended Nov. 30, the Redwood City, Calif.-based business- software giant reported net income of $1.296 billion, or 25 cents a share, down from $1.303 billion, also 25 cents a share, a year earlier. The stronger dollar cut 4 cents a share from the latest quarter's per-share earnings.

Comcast Embraces Twitter

December 17, 2008

Comcast has been known for poor customer service in the past but is now on the leading edge and should be commended. You can follow the happenings at the company on Twitter and immediately engage with a corporate exec.

Here is an excerpt from an article on the matter:

I spoke to Comcast Director of Digital Care Frank Eliason, who personally responds to each and every comment and complaint sent to @comcastcares on Twitter, at all hours of the day (there are currently over 20,000 posts).

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