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Technology Stocks : Vantive Corporation -- Ignore unavailable to you. Want to Upgrade?

To: Shege Dambanza who wrote (1543)	2/22/1998 6:57:00 PM
From: Melissa McAuliffe	Read Replies (1) \| Respond to of 3033

Shege, I have to disagree with the statement . <<However, few companies track such things as customer responsiveness, retention and satisfaction.>> I think this may have been true ten or even five years ago but not so today. And even back then I know that many companies tracked these things religiously. Not only will a good CIS system let you better satisfy your customers, it will also provide a company with information critical to maximum utilization of resources in the support area thus providing an ability to better manage the costs of customer support. I believe you will find that your most successful companies today place a major emphasis on these issues and the companies which don't are the ones which won't be around tomorrow anyway. I agree with your statement that it is difficult to convince a CFO of the points you raised but if the support area is not under his/her direct control (unlikely) the CFO is not the one who would be approving these purchases in the first place. Melissa