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Introducing ... the Boardroom Report[TM]: the CRM, customer interaction and call center industry's view from the top.



Customer Inter@ction Solutions introduces the industry's first in-depth and exclusive CEO-to-CEO series to bring you the inside report, the untold stories and best-kept secrets of our industry's greatest visionaries.

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As you read this editorial, I am sure you will agree with me that the information that comes from the interviews with the best minds of the CRM/contact center industry is truly invaluable and priceless.

In 2006, Customer Inter@ction Solutions[R] magazine will be celebrating 25 years of pioneering and editorial excellence while establishing the foundation for what is now the multibillion-dollar customer interaction, contact center and CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization.  industry.

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The nearly quarter of a century of intimate contact and working together with industry leaders has helped me get a clear vision of what the true needs are and where the industry is going. This unique and exclusive opportunity has been instrumental in laying the foundation of our great industry.

Our long-established and cherished relationships with industry leaders have uniquely qualified us to call upon our exclusive contacts, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board.  to CEO, to get the true facts and figures about the state of our industry from the boardroom vantage point.

Our Paramount Responsibility

As THE leading and preeminent industry publication since 1982, it is our paramount responsibility to recognize our industry leaders and share their immense wisdom and vision with our valued readers both online (TMCnet.com) as well as in the pages of Customer Inter@ction Solutions[R] magazine.

The Source For Infinite Wisdom And Clear Vision

Never before in my publishing career have I had the pleasure of working regularly and learning so much invaluable wisdom from our industry's greatest CEOs from small and large companies.

Infinite Wisdom Displayed!

To prove the point, I would like to share with you a few excerpts from an interview we recently conducted with Thomas Nies, President and CEO of Cincinnati-based Cincom Systems (Cincom Systems, Inc., Cincinnati, OH, www.cincom.com) One of the largest and most experienced software companies in the world. Founded in 1968 by Thomas Nies, who has the distinction of being the longest-serving company chief in the industry, Cincom sells manufacturing, financial and , Inc.

Cincom Systems, Inc. has shown a spectacular growth in areas such as hosting and high-tech software services.

Here are the informative excerpts: "Our customers ask:

* How do I get more customers?

* How do I improve my customer relationships?

* How do we interact better?

* How do I gain competitive advantage through marketing my products and services through the various means available to me?"

On Differentiation

"Here is how we differentiate ourselves: simplification of the business through innovation. We want to innovate all kinds of new technologies to simplify interaction within the company and externally to partners, allies, customers and suppliers; all designed to bring down costs and to increase exposure and opportunities to satisfy customers."

"We believe in simplification through innovation."

Challenges Faced By Our Company

"Our ability to grow our knowledge or capability or skill, our capacity to grow on an incremental basis. But the challenge is the information available on the nature of the competition, all of this is growing on an exponential basis. Every year, even though we become stronger, the gaps between the competition, the challenges and what we are able to do increase."

"We are increasingly less informed of all information available. Every year we become more uniformed. That gap between what the challenges are today and what we are capable of doing increases for every company, and we are no exception."

"In the world of extreme competition: Everybody must move fast and on a broad basis or be swept away."

Topple Rate Topple rate is a name of a ratio of speed at which firms lose their leadership positions. It was believed that it was originally created by Jack Percival following losing his job.  

"A point at which companies lose their leadership position in their industry. Measuring how rapidly a company moves from the top 20 percent of their industry and out of it in a five-year period. The topple rate in 1974 was about 7-8 percent. But today that rate is about 33 percent. Even well established leadership companies can be swept away very, very fast now. This is good news for upstart companies and bad news for entrenched en·trench   also in·trench
v. en·trenched, en·trench·ing, en·trench·es

v.tr.
1. To provide with a trench, especially for the purpose of fortifying or defending.

2.
 competitors since they can't move as quickly to move their product line. I expect in another few years, the Years, The

the seven decades of Eleanor Pargiter’s life. [Br. Lit.: Benét, 1109]

See : Time
 topple rate will be as high as 50 percent. Rich companies must be able to defend their markets and grow their markets."

"Too much effort is spent today on becoming bigger and too little effort is spent on becoming better."

Practical Solution?

"Companies need to think more about the transformation of their business--moving from what they're currently doing to transform themselves to become something radically different in the future, not only to better protect the markets they're in and compete where they are but also to seek out and grow new markets."

"The organizations of the future that will be most successful ... will also be able to transform their emphasis on information; innovation, interaction and integration."

"India and China are not interested in moving their nations forward on the back of low-cost labor (it is a temporary advantage). They are improving their businesses--unless we use simplification, innovation, integration and the best technology, we can't compete at all. If we don't do it, we are dead in the water."

"Our goal for every $1 invested with us in our software systems: customers will achieve a return on their investment of at least $10."

Hopefully, these far-reaching and inspirational comments will lead you to visit TMCnet.com regularly and read Customer Inter@ction Solutions[R] magazine and the future Boardroom Reports at www.tmcnet.com/boardroom/.

As always, I welcome your valued comments. Please e-mail me at ntehrani@tmcnet.com.

Sincerely yours Adv. 1. sincerely yours - written formula for ending a letter
sincerely
,

Nadji Tehrani Nadji Tehrani is an American businessman, the founder and CEO of Technology Marketing Corporation (TMC), which publishes magazines and runs conferences devoted to the business of telemarketing, a word on which Tehrani himself holds a registered trademark.  

Founder, Chairman & CEO, Editor-in-Chief

The Boardroom Report is Available Weekly Online at www.TMCnet.com/boardroom/ and monthly in Customer Inter@ction Solutions[R] Magazine.

IMPORTANT: Please remember where you first read this pioneering effort before the copycats copy us (as usual) and pass it off as their own.

By: Nadji Tehrani, Founder, Chairman & CEO, Editor-in-Chief, Technology Marketing Corporation

RELATED ARTICLE: Put The Power Of VoIP In Your Contact Center ...

Join us in Los Angeles Los Angeles (lôs ăn`jələs, lŏs, ăn`jəlēz'), city (1990 pop. 3,485,398), seat of Los Angeles co., S Calif.; inc. 1850.  and let us learn from each other! Attend the INTERNET TELEPHONY Another term for IP telephony and VoIP. In the late 1990s, some people made a distinction between Internet Telephony and VoIP: Internet telephony referred to voice over the public Internet, while VoIP referred to voice over private IP networks.  Conference & EXPO, the world's largest VoIP event, which returns to Los Angeles in October.

TMC's leading VoIP conference returns to Los Angeles at the Los Angeles Convention Center The Los Angeles Convention Center (abbreviated LACC) is a convention center in downtown Los Angeles. The LACC hosts annual events such as the Greater Los Angeles Auto Show, and was best known to video games fans as host to E3 until its cessation in 2006.  from October 24-27, 2005.

Dynamic Keynoters!

This year's event is highlighted by keynote speeches by Carly Fiorina Cara Carleton "Carly" Fiorina (born Cara Carleton Sneed; September 61954 in Austin, Texas) is an American business executive, best known as former CEO (1999–2005) and Chairman of the Board (2000–2005) of Hewlett-Packard (HP). , former CEO of Hewlett-Packard and an instrumental figure in AT & T's spin-off of Lucent Technologies in the late 1990s; and Michael Powell, former chairman of the FCC (1) (Federal Communications Commission, Washington, DC, www.fcc.gov) The U.S. government agency that regulates interstate and international communications including wire, cable, radio, TV and satellite. The FCC was created under the U.S. .

Other keynote speakers include top executives from an outstanding list of companies: Yahoo!, AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. , Skype, Microsoft, Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation).
Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006.
, Nortel, Lucent Technologies, NEC (NEC Corporation, Tokyo, www.nec.com, www.necus.com) An electronics conglomerate known in the U.S. for its monitors. In Japan, it had the lion's share of the PC market until the late 1990s (see PC 98).

NEC was founded in Tokyo in 1899 as Nippon Electric Company, Ltd.
, Inter-Tel, Toshiba, Siemens, Juniper Networks Juniper Networks, Inc. (NASDAQ: JNPR) is an information technology company based in Sunnyvale, California and founded in 1996. The company designs and sells Internet Protocol network products and services. , Vonexus, Aculab, Interactive Intelligence, Deloitte & Touche, xG Technology and Digium.

Comprehensive Conference Program

Like all TMC TMC Technology Marketing Corporation (Norwalk, Connecticut)
TMC Texas Medical Center (Houston, TX)
TMC Traffic Message Channel
TMC The Movie Channel
TMC Traffic Management Center
 events, the guaranteed conference program is also the most outstanding you'll find at any VoIP event. The IP Contact Center Summit track returns to educate call center executives how to best transition your business to IP contact centers. Presenting companies include: Aspect Communications, MCI (1) (Media Control Interface) A high-level programming interface from Microsoft and IBM for controlling multimedia devices. It provides commands and functions to open, play and close the device.

(2) (Microwave Communications Inc.
, EADS EADS European Aeronautic Defence and Space Company N.V.
EADS Expeditionary Air Defense System (USMC)
EADS Extended Air Defense Systems
EADS Environmental Assessment Data System
EADS Echelons Above Division Study
 Telecom, SIVOX, Interactive Intelligence, Telephony@Work, CosmoCom, NICE Systems, Nuance Communications Nuance Communications is a computer software technology company. Their current worldwide headquarters is in Burlington, Massachusetts in the United States. Nuance provides speech and imaging solutions and is mainly known for its speech recognition and speech synthesis software that , Avaya, Genesys, Nortel, Nuasis and 3Com.

Other important tracks for contact center executives include Enterprise/Government Solutions; Conferencing & Collaboration Summit; Large Enterprise VoIP Deployment Workshop; Mobility Summit; and TMC University's IPPBX IPPBX Internet Protocol Private Branch Exchange  Certification courses.

Every paid conference registration at the event is guaranteed. If you do not feel the sessions you attended made you better equipped to tackle your VoIP project, stop by the registration at the show and we'll issue you a free pass to come back to any TMC event.

This year's show also features many valuable special attractions which are free to all attendees. These include:

FREE Learning Centers on the Exhibit Floor. These commercial-free zones allow attendees to see demos and ask questions without the usual sales pressure of an exhibit booth. There are learning centers covering SIP Interoperability, WiFi Telephony See voice over Wi-Fi. , Open Source and Triple Play.

FREE Panel Discussions. Always among the most popular sessions at the conference, these general sessions present the perspectives and opinions of VoIP manufacturers in a moderated panel format. In Los Angeles, both sessions are of particular interest to contact center executives choosing solutions:

* The Future of IP Telephony The two-way transmission of voice over a packet-switched IP network, which is part of the TCP/IP protocol suite. The terms "IP telephony" and "voice over IP" (VoIP) are synonymous.  session offers insight into which VoIP solutions will stand the test of time. Sample questions the panel will address are: Will hosted solutions outpace out·pace  
tr.v. out·paced, out·pac·ing, out·pac·es
To surpass or outdo (another), as in speed, growth, or performance.


outpace
Verb

[-pacing,
 premise-based? and What new mobility options will VoIP spawn?

* The Battle for the Enterprise/SMB session will pit manufacturers serving these markets against each other, offering them the opportunity to explain why their solution is better than those of their competitors. Choosing the correct IP-PBX for your call center is no small challenge. In some instances, strong legacy support will be critical. In others, standards compliance will be crucial. In other situations, branch office support at a low cost or centralized management features will be important to consider. Will the new IP-PBX work well with your current infrastructure? Do you need to rip it Rip It is an energy drink that is produced and distributed by National Beverage Corp., maker of Shasta and Faygo. It is National Beverage Corp.'s first energy drink. Rip It is usually sold for one dollar or less, while most energy drinks are sold for about two dollars.  out and rebuild? What about support, security and service? This panel will strive to answer important questions from the audience and give you a unique perspective on what items to consider before selecting a solution that is right for your call center.

More than 200 exhibitors are expected to participate in the EXPO over three days. I invite you to visit www.itexpo.com for complete details about the event. You can also quickly and easily register on the Web site.

I hope to welcome you in L.A.

RELATED ARTICLE: Announcing Our Newly Redesigned Web Site:

I urge you to visit TMCnet.com, which is the world's No. 1 communications and technology Web site.* No other Web site covers quality information on CRM, contact centers and teleservices, as well as VoIP, like TMCnet.com. This claim has been verified by WebTrends and by being No. 1 in 35 relevant search terms on Google. Last, but not least, TMCnet.com has been ranked in the top one percent among all Web sites worldwide based on traffic.* Indeed, we are very proud and humbled!

*Sources: Alexa.com ranking and WebTrends
COPYRIGHT 2005 Technology Marketing Corporation
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 2005, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

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Article Details
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Title Annotation:Publisher's Outlook
Author:Tehrani, Nadji
Publication:Customer Interaction Solutions
Article Type:Editorial
Geographic Code:1USA
Date:Sep 1, 2005
Words:1661
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