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B2B Marketing Leader Interviews: Emma Rugge-Price

B2B Marketing Leader Interviews: Emma Rugge-Price

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In the leadup to the B2B Marketing Leaders Forum APAC 2016, I took the opportunity to speak with GE’s Vice President of Brand & Communications for GE Australia & New Zealand, Emma Rugge-Price about B2B content marketing and what it means to move from “interruption to interaction”.

Emma-Rugge-Price-GE-Australia-New-Zealand-Speaking-B2B-Marketing-Leaders-Forum-2016400x400Gavin Heaton: GE has taken a novel approach to content. Was there a trigger that prompted this?

Emma Rugge-Price: Our approach developed out of a shift in thinking in 2012-13 on the back of GE’s global growth strategy. We asked ourselves how we could become a global company rather than just a multinational company. A core part of that is building brand awareness in each market around what takes place in that market.

So we started out with locally developed creative above the line campaigns. It’s expensive to do that, but not just expensive –  it’s challenging to be true to the brand.

At the same time, the media world was being disrupted, opening up new opportunities for creative content development and distribution. We launched a global media manifesto in 2013, which challenged us all to ‘think like a publisher’. This drove our content strategy.

Gavin Heaton: B2B marketing is often seen as B2C’s unsexy cousin. But GE has been bringing a cool factor to their content program – what is the secret?

Emma Rugge-Price: B2B may appear unsexy but it can also be very cool. Maybe it’s B2C’s SMARTER cousin, able to find compelling ways to influence what are often long and complex sales cycles.

Our media manifesto challenges us to shift our marketing focus from ‘interruption to integration and interaction” and it’s one of the themes of my presentation at the B2B Marketing Leaders Forum.

We have been co-creating content with publishers locally to reach our audience where they are consuming information, entertainment and media so that we are part of the conversation on the issues that matter to Australia. And, because GE works across so many critical industries, we bring substance and authenticity to those issues and those publishers. We augment that local content with what is often surprising and always innovative global content that showcases the brand with a-ha moments. This means that we can adapt big brand content, combine it with local content and business opportunity – to connect the dots for our customers and our business.

I think the secret to cool is that we like to be first – the copycats are rarely the cool ones. This means first with content ideas but also channels like SnapChat, WeChat, even Facebook back in the day.

Gavin Heaton: ROI is always a constant question for B2B marketers. How can marketers think differently to connect content to the bottom line?

Emma Rugge-Price: In B2B the sales cycles are long and the deals are complex, so you don’t get “click to buy” opportunities available to B2C. Our approach has been to create a halo around the customer as part of the sales process. For example, we used our content strategy to support positioning and business development in renewable energy to great effect. We partnered with the AFR to create some fantastic content and drive a dialogue for the industry which supported our local business strategy. It’s the holy grail – moving from content to the bottom line.

The B2B Marketing Leaders Forum 2016 runs 25-27 May in Sydney, Australia. It equips B2B marketers with the skills to cut through the technology hype and keep up with the many changes in digital disruption, industry and societal change and learn strategies for turning their departments into revenue generating machines.

Marketing Transformation Chief Marketing Officer

SAP Sapphire Bill McDermott Day #1 Keynote

SAP Sapphire Bill McDermott Day #1 Keynote

This morning SAP's Sapphire user conference kicked off in Orlando with the traditional CEO keynote.

 


Always tough to pick the Top 3 takeaways - but here you go:

Empathy is the new Leitmotiv - 2 years ago Bill McDermott used 'simple' as key messaging umbrella for SAP, today he switched it over to customer empathy. He had the heads / leaders of Ariba, Concur, Hybris and SuccessFactors including former CTO Clark on stage - all stating how much SAP has done already in regards of empathy. 

Digital Boardroom - In a follow up to last year, we got walked through the latest version of the SAP Digital Boardroom, again with the statement that it was used 'just a few days ago'. Always good to see vendors drinking their own champagne, but in my view the Boardroom is too much about visualization and too little about insights and what ifs that are triggered by software, not the humans. 

SAP & Microsoft - In a major partnership commitment, Microsoft CEO Nadella was on stage, sharing his view in a panel with McDermott on how business best practices are changing in the digital age. Good to hear their views - would also be good to have learned more on the new partnership announced today (see here), which basically means that SAP has found its first leading IaaS outlet to run both HANA and S4/HANA. Will be interesting to see what the benefits for customers are and what the implications are for SAP's own #IaaS ambitions. 

 

MyPOV

A good start for Sapphire, a good keynote with McDermott, that instead of slides used a conversational format and not less than three panels to get multiple point of views on stage. The Microsoft partnership has the biggest impact - if executed. It is good news for customers, and setup well - as SAP needs to defined and build out its own IaaS capacity and that requires a lot of Capex, on the other side Microsoft is looking for load to keep expanding Azure. The biggest load with conformity that is out there is the load generated by SAP, so a good objective. But a lot of execution needs to happen to make the customer succeed, and that's what matters the most.  

Check out below a Storify of my Day #1 keynote tweets. 


 
Tech Optimization Data to Decisions Digital Safety, Privacy & Cybersecurity Innovation & Product-led Growth Future of Work Next-Generation Customer Experience User Conference SAP Microsoft SaaS PaaS IaaS Cloud Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP CCaaS UCaaS Collaboration Enterprise Service Chief Information Officer Chief Technology Officer Chief Information Security Officer Chief Data Officer Chief Executive Officer

Event Preview - NetSuite Suiteworld 2016

Event Preview - NetSuite Suiteworld 2016

As attendees head to San Jose for this year's main SuiteWorld event of NetSuite, time to collect some thoughts and share what I will be looking out for at this event.

 

So take a look at my musings:

 

No time to watch - take a look at this 1 slide summary:
 
 
MyPOV
 
An important event for NetSuite, like all successful cloud veterans, NetSuite operates on top of a 'mature' architecture. It will have to show how it renovates and innovates on a platform perspective to keep the momentum with its customers and the ecosystem, setting both up for success beyond 2020. NetSuite will also have to show functional extension beyond its current scope, though that is less of a direct priority, and it will do well when opening its platform for customers and partners to extend NetSuite applications - and maybe build their own. Stay tune for more today. 

 
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Event Preview - SAP Sapphire 2016 - What to expect

Event Preview - SAP Sapphire 2016 - What to expect

Taking a short moment to collect my thoughts on what SAP could / should address this Sapphire.

 

So take a look:

 
 
No time to watch - then read the one slide summary:
 
 

MyPOV

An important Sapphire for SAP - the vendor has to show value to its customer base in regards its big bets of network economy, S4/HANA and continued investment into HANA. By the bulk SAP has not (yet) convinced the install base to move to its new innovations, so it will be key how the vendor messages, positions and delivers its value proposition this SapphireNow, to keep customers, prospects, partners and the overall ecosystem interested in SAP - and even more readily to invest in the next generation of SAP products. 
 
 
More on SAP:
  • News Analysis - Apple & SAP Partner to Revolutionize Work on iPhone & iPad - read here
  • Progress Report - SAP SuccessFactors makes good progress - now needs appeal beyond SAP - read here
  • News Analysis - SAP HANA Vora now available... - A key milestone for SAP - read here
  • Event Report - SAP Ariba Live - Make Procurement Cool Again - read here
  • News Analysis - SAP SuccessFactors innovates in Performance Management with continuous feedback powered by 1 to 1s  - read here
  • Event Report - SAP SuccessFactors SuccessConnect - Good Progress sprinkled with innovative ideas and challenging the status quo - read here
  • News Analysis - WorkForce Software Announces Global Reseller Agreement with SAP - read here
  • First Take - SAP SuccessFactors SuccessConnect - Day #1 Keynote Top 3 Takeaways - read here
  • News Analysis - SAP SuccessFactors introduces Next Generation of HCM software - read here
  • News Analysis - SAP delivers next release of SAP HANA - SPS 10 - Ready for BigData and IoT - read here
  • Event Report - SAP Sapphire - Top 3 Positives and Concerns - read here
  • First Take - Bernd Leukert and Steve Singh Day #2 Keynote - read here
  • News Analysis - SAP and IBM join forces ... read here
  • First Take - SAP Sapphire Bill McDermott Day #1 Keynote - read here
  • In Depth - S/4HANA qualities as presented by Plattner - play for play - read here
  • First Take - SAP Cloud for Planning - the next spreadsheet killer is off to a good start - read here
  • Progress Report - SAP HCM makes progress and consolidates - a lot of moving parts - read here
  • First Take - SAP launches S/4HANA - The good, the challenge and the concern - read here
  • First Take - SAP's IoT strategy becomes clearer - read here
  • SAP appoints a CTO - some musings - read here
  • Event Report - SAP's SAPtd - (Finally) more talk on PaaS, good progress and aligning with IBM and Oracle - read here
  • News Analysis - SAP and IBM partner for cloud success - good news - read here
  • Market Move - SAP strikes again - this time it is Concur and the spend into spend management - read here
  • Event Report - SAP SuccessFactors picks up speed - but there remains work to be done - read here
  • First Take - SAP SuccessFactors SuccessConnect - Top 3 Takeaways Day 1 Keynote - read here.
  • Event Report - Sapphire - SAP finds its (unique) path to cloud - read here
  • What I would like SAP to address this Sapphire - read here
  • News Analysis - SAP becomes more about applications - again - read here
  • Market Move - SAP acquires Fieldglass - off to the contingent workforce - early move or reaction? Read here.
  • SAP's startup program keep rolling – read here.
  • Why SAP acquired KXEN? Getting serious about Analytics – read here.
  • SAP steamlines organization further – the Danes are leaving – read here.
  • Reading between the lines… SAP Q2 Earnings – cloudy with potential structural changes – read here.
  • SAP wants to be a technology company, really – read here
  • Why SAP acquired hybris software – read here.
  • SAP gets serious about the cloud – organizationally – read here.
  • Taking stock – what SAP answered and it didn’t answer this Sapphire [2013] – read here.
  • Act III & Final Day – A tale of two conference – Sapphire & SuiteWorld13 – read here.
  • The middle day – 2 keynotes and press releases – Sapphire & SuiteWorld – read here.
  • A tale of 2 keynotes and press releases – Sapphire & SuiteWorld – read here.
  • What I would like SAP to address this Sapphire – read here.
  • Why 3rd party maintenance is key to SAP’s and Oracle’s success – read here.
  • Why SAP acquired Camillion – read here.
  • Why SAP acquired SmartOps – read here.
  • Next in your mall – SAP and Oracle? Read here
 
And more about SAP technology:
  • Event Prieview - SAP TechEd 2015 - read here
  • News Analysis - SAP Unveils New Cloud Platform Services and In-Memory Innovation on Hadoop to Accelerate Digital Transformation – A key milestone for SAP read here
  • HANA Cloud Platform - Revisited - Improvements ahead and turning into a real PaaS - read here
  • News Analysis - SAP commits to CloudFoundry and OpenSource - key steps - but what is the direction? - Read here.
  • News Analysis - SAP moves Ariba Spend Visibility to HANA - Interesting first step in a long journey - read here
  • Launch Report - When BW 7.4 meets HANA it is like 2 + 2 = 5 - but is 5 enough - read here
  • Event Report - BI 2014 and HANA 2014 takeaways - it is all about HANA and Lumira - but is that enough? Read here.
  • News Analysis – SAP slices and dices into more Cloud, and of course more HANA – read here.
  • SAP gets serious about open source and courts developers – about time – read here.
  • My top 3 takeaways from the SAP TechEd keynote – read here.
  • SAP discovers elasticity for HANA – kind of – read here.
  • Can HANA Cloud be elastic? Tough – read here.
  • SAP’s Cloud plans get more cloudy – read here.
  • HANA Enterprise Cloud helps SAP discover the cloud (benefits) – read here.
 
Find more coverage on the Constellation Research website here and checkout my magazine on Flipboard and my YouTube channel here
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IBM Verse - Helping Shape the Future of Work

IBM Verse - Helping Shape the Future of Work

In January 2016 I published a report titled Collaboration Vendors Shaping the Future of Work. The report highlights 18 companies/products that show vision in improving the way people get work done. One of the vendors included was IBM, specially their IBM Verse messaging client. Today I've published a guest blog post on IBM.com that dives deeper into the why IBM Verse plays an important role in shaping the Future of Work.

An outline of the key points are listed below, and you can read the entire post here on IBM's site.

Why IBM Verse

  • Recognizing Email Needs to Evolve, Not Die: While it’s common to hear discussions about the frustrations people have with email, the reality for most workers is that it’s still a critical, even if frequently misused, communication tool.
  • The Bridge to Collaboration: With IBM Verse, they have started down the path of removing the distinction between the various product families.
  • Investment in Design: This IBM Design team’s work does not just impact individual products, but instead ensures consistency that spans the collaboration portfolio. 
  • Introducing Cognitive Computing: Of all the things IBM Verse is doing, the most significant potential contribution to shaping the future of work is the proposed integration with IBM’s “cognitive computing services” from IBM Watson. 

Conclusion: For more than 20 years IBM has been one of leaders in communication and collaboration tools. Their products are used by millions of employees around the world every day. With their renewed focus on design and the ability to leverage IBM’s Watson’s cognitive services, IBM Verse is an important product in shaping the future of work.

 

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It's Time To Link Salesforce's Marketing and Community Clouds

It's Time To Link Salesforce's Marketing and Community Clouds

This week I attended Salesforce Connections, a conference focused on their Marketing Cloud offerings, which competes with similar platforms from companies like Oracle, Adobe, SAP, and IBM

You can see my earlier blog post, Salesforce Strikes Marketing Cloud With Lightning where I discuss the main news from the conference:

  • Marketing Cloud is updated with the new "Lightning UI"
  • New Marketing Cloud mobile app
  • Advertising Studio for targeting ads
  • Email Studio for email marketing campaigns

In the video below I cover two things:

1) An overview of the products that make up Salesforce Marketing Cloud (from 00:00-08:30)

2) My thoughts on how the Marketing Cloud and Community Cloud should work together to a) provide collaboration for marketing professionals and b) add triggers for community events to Journey Builder (from 08:30-11:06)

 

Related Posts:

Holger Mueller, Salesforce Connections - Bringing together Builders and Studios for Marketing Success

 

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Anaplan Scales Platform, Prepares for Prediction

Anaplan Scales Platform, Prepares for Prediction

Anaplan wants to promote broad use of its all-purpose planning engine, so it’s changing pricing and promising a bevy of platform upgrades. The only question is which new features will arrive first?

It’s all about the platform. That was the message at this week’s Anaplan’s Hub16 event in San Francisco. The company reinforced that message with new pricing and plenty of promised platform upgrades aimed at supporting yet more planning applications and use cases.

Anaplan is in the corporate performance management arena along with the likes of Oracle (Hyperion), SAP (BPC), Adaptive Insights, Host Analytics and others. But unlike most of these competitors, Anaplan is focused as much on operational planning -- in areas including sales, workforce, supply chain, marketing, IT and other areas -- as it is on financial planning and analysis. That’s why the company is building around its cloud-based, in-memory planning engine as a “smart business platform.”

Anaplan Hub 16 Focuses on Platform

Before any announcements were made at Hub16, Anaplan had to address the surprise resignation of its CEO, Frederic Laluyaux, just two weeks earlier. It did so by publically thanking Laluyaux for guiding the company from a tiny startup to a bantam-weight cloud competitor in just four years.

As for the reasons for the change, it’s not uncommon for fast-growing, VC-funded startups to seek new leaders who can “take the company to the next level” (with MongoDB being a recent example). The company had already brought onboard a new CFO and a new Chief Revenue officer in recent months, both with experience running multi-billion-dollar companies. An analyst town hall with seven top Anaplan executives at Hub made it clear there’s no shortage of talent or experience at the top of the company.

Anaplan now has more than 480 customers and 80,000 users, and it’s still growing quickly. The VCs that have invested more than $240 million in Anaplan want to ensure that the leadership is prepared to manage what they expect to become a $1 billion-plus-annual-revenue tech vendor.

Anaplan is growing quickly and attracting ever larger customers. The giants in the room at Hub16 included the Kellogg Company and Procter & Gamble. To meet the needs of such companies, Anaplan announced that it has increased the scalability of its underlying Hyperblock engine to handle single models with as many as 100 billion cells. That means Anaplan’s cloud-based platform can handle enterprise-class modeling challenges with fast, multidimensional analysis and drill-down insight into cost and profit drivers across detailed dimensions such as SKUs, stores and markets.

Scalability is also about handling dozens of small or average-sized models. Indeed, the crux of the platform appeal is supporting many planning use cases across the business. Unfortunately, Anaplan’s old pricing scheme, which was based on data usage, did little to promote broad use of the platform. Customers found it difficult to estimate costs and capacity requirements, so the hesitated to add new applications.

The new pricing scheme is based on per-user subscriptions coupled with Standard, Premium and Enterprise service tiers. The key point is that subscribers can use any app. Customers and partners I spoke to said the new approach is far simpler and more predictable, which is obviously a good fit for a platform that’s designed to make planning easier.

What’s Coming

Beyond the scalability and pricing news, Anaplan detailed a long list of coming enhancements, including:

Predictive capabilities. Anaplan already has a forecasting application supporting more than 20 statistical methodologies useful for demand planning, sales and operations planning, corporate planning and budgeting and sales forecasting. Anaplan also has Erlang call-center planning functions and constraint-based optimization in use by customers across use cases. At Hub16 the company announced it will add Monte Carlo simulations and multi-variable linear regressions. These additional predictive tools will support workforce optimization, supply planning, transportation assignment, product marketing, and risk modeling among other forward-looking analyses.

Social collaboration. Activity Streams will be embedded in models to support in-context collaboration. These Salesforce-Chatter-like streams will let you follow models with @people mentions and notifications. The streams will run across desktop, Web and iOS, Android and Windows mobile devices with the goal of reducing dependence on email.

Application integration. Anaplan has native integrations with Excel and PowerPoint. At Hub we learned that integrations with Google Sheets, Google Docs, Box and DocuSign are coming soon and that AdobeSign and Office365 are on the roadmap.

Data integration. Anaplan works with integration partners including Informatica, Dell Boomi, MuleSoft and SnapLogic to help customers get data into the platform. It also has native data ties with Salesforce and is working to add Workday. In response to customer demand, Anaplan announced at Hub that it will add a native data-integration layer to give customers flexibility and tools to link bespoke, custom applications.

Model mapping and lifecycle management. A Business Map feature announced at Hub is designed to give customers a holistic view of all planning activity, with tagging, searching and filtering by geography, use case, business process and so on. Anaplan is also promising lifecycle management features that will let customers split large models and synchronize model versions so you don’t have to replicate changes across development, testing and production instances.

MyPOV on Hub16

Anaplan’s emphasis on the platform came through loud and clear, as did its intention to let partners such as Accenture, Deloitte, EY and PWC flesh out domain- and use-case specific apps. Anaplan’s investments are aimed at making the platform as capable and versatile as possible so that customers and partners can build any planning app they can imagine.

There are now more than 120 apps in the Anaplan App Hub, and the intention is to keep adding more. In June, for instance, Anaplan will introduce a Data Hub app for setting up master data and transaction data that can be shared across multiple planning applications. It will also introduce a U.S. GAAP app for finance that was developed in consultation with PWC.

As for Anaplan’s long list of promised upgrades, they all sound promising. If I have one complaint it’s that Anaplan’s roadmap and release dates are rather fuzzy. There were lots of loose, six-to-twelve-month promises that left me with the impression Anaplan was polling customers at Hub and giving itself wiggle room on exactly what it will deliver by when. I’m hoping for a hefty chunk of those planned upgrades will show up in the company’s fall release.

The biggest win for customers coming out of Hub16 was clearly the new pricing. The per-user approach is straightforward, and subscribers will be able to use any number of planning applications. Data allowances and access to platform capabilities grow as you move up from Standard to Premium to Enterprise. Premium users, for example, will get access to the predictive capabilities. Enterprise subscribers will have access to higher-level administrative and oversight capabilities, such as the lifecycle-management and Business Map features.

In short, Anaplan is investing, pricing and partnering for platform use, and the more planning applications customers and partners can take on, the more valuable and powerful the platform becomes.

Related Reading:
SAP Bets On Cloud For Analytics, BPC Optimized for S/4 HANA
SAP TechEd: Inside Cloud For Analytics
Anaplan Scales Up, Adds More Apps

Media Name: Anaplan App Hub.jpg
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Salesforce Connections - Bringing together Builders and Studios for Marketing Success

Salesforce Connections - Bringing together Builders and Studios for Marketing Success

We have the opportunity to attend Salesforce’s Connections conference in Atlanta, held from May 10th to 12th 2016. The conference is well attended with over 5000 participants, coming from customers, prospects and the ecosystem. My impression of the attendance was that it was energized and looking forward to use more of the Salesforce marketing offerings. 

 
 


So take a look at my musings on the event here:

 

No time to watch – here is the 1-2 slide condensation:
 
 
Want to read on? Here you go: Always tough to pick the takeaways – but here are my Top 3 (check out my colleague Alan Lepfosky’s takeaways in this video, too):

Lightning coming to Marketing Cloud – Similar to what Salesforce has announced and provided for Sales Cloud and Service Cloud, its Lightning framework is coming, has come to Marketing Cloud. Lightning has multiple facets, it affects the user experience (to come), provides a platform (available) and a collection on components to build new applications (the Lightning Components). It is good to see Salesforce pursue a consistent strategy and the marketing required / to be provided Lightning Components will make the Lightning platform stronger and more powerful. Classic platform benefits.

The Builders and Studios are here - Salesforce has harmonized product naming with a group of 5 Builders and 5 Studios (check out the video above for the details). The Builders provide horizontal support across all marketing activity (e.g. the Audience Builder takes are of audience / segmentation activity) and the Studios power channel execution  above the Builders (e.g. the new Email Studio takes care of email marketing). A good simplification and consistent way to group products. Special kudos to Salesforce Bryan Wade who even the keynote picked up my tweets for clarification – and addressed the role of Builders and Studios during the keynote. A first and as it by the way should be – for a marketing automation vendor – listening to the audience. Well done.

Predictive Analytics for Journey Builder – Journey Builder featured prominently at Connections, as it choreographs the digital relationship with customers, a functionality at the very heart of Marketing Cloud. But the need for explicit definition of customer journeys can only go so far. With cheap compute from the Cloud, BigData and ‘true’ analytics (more here) – customer journeys should not be deterministic, but fluid creation of the digital exhaust of existing customer behavior. Using predictive analytics (mostly Scoring) is a good first step departing from the deterministic philosophy.


 

MyPOV

A good Connections for Salesforce, the vendor is investing into the product, probably bringing more functionality together through the Builders and Studios than ever before. Good to see the commonality with the Lightning adoption and the next generation Application capabilities that the Lightning platform, combined with Lightning components offer. The predictive analytics capabilities for Journey Builder are encouraging steps to move away from deterministic to probabilistic customer journeys, that are key in the 21st century given the erratic and multi-persona behavior both consumers and customers show.


On the concern side Salesforce is taking some time to unify the user experience. Granted Lightning as a platform is 1.5 years old, the user experience only a little more than 6 months, but a common user experience coming to Marketing Cloud 3+ years after the acquisition of ExactTarget is not ‘lightning’ speed (pun intended). And overall Salesforce has to straddle the chasm of operating two platforms, the existing force.com (that runs Sales Cloud and Service Cloud) and the Marketing Cloud platform that goes across force.com, the products legacy platforms and newer offerings with Lightning (with Heruko, AWS). But by now that is pretty much modus operandi for Salesforce and its customers, so the integration and operation ‘tax’ are factored in. It would be good to harmonize on a single platform sooner than later for Salesforce – hoping we will learn more at Dreamforce later this year.

But overall a good event for Salesforce and its Marketing Cloud product, the ecosystem interest is good, customers are energized, and Salesforce in investing in new products and capabilities, that make Marketing Cloud a must shortlist product for customers who use other Salesforce products, and certainly a long list vendor for overall marketing automation selections.

Want to learn more? Checkout the Storify collection below.

 

More about Salesforce:
  • Event Scorecard - Salesforce Dreamforce 2015 - App, Analytics, IoT... - pre event thoughts assessment - read here
  • Event Report - Salesforce Dreamforce - Value for customers - but some concerns on direction - read here
  • News Analysis - Microsoft and Salesforce Strengthen Strategic Partnership at Dreamforce 2015 - Good for joint customers - read here
  • News Analysis - Salesforce Unveils Breakthrough Salesforce IoT Cloud, Powered by Salesforce Thunder - First dips into IoT - read here
  • News Analysis - Salesforce Unveils the Next Wave of Salesforce Analytics Cloud—Delivering Actionable Insights Across the Customer Success Platform - Glass half full - and half empty! Read / watch here
  • Event Preview - What I would like Salesforce to address this Dreamforce 2015 - read / watch here
  • News Analysis - Salesforce Announces Salesforce App Cloud - A Unified Platform for Building Connected  Apps, Fast - It’s all coming together, across the clouds - read here
  • News Analysis - alesforce Delivers Salesforce1 Lightning Components and App Builder […] - More productivity for Admins and Developers - read here
  • News Analysis - News Analysis - Salesforce Launches Salesforce Shield - More PaaS capabilities coming to Salesforce1 Platform - read here
  • News Analysis - Salesforce Transforms Big Data Into Customer Success with the Salesforce Analytics Cloud - Read here
  • News Analysis - Market Move - Salesforce (re) enters HCM - will it rypple the market this time? - Read here
  • Event Report - Salesforce Dreamforce - A Customer Succes Platform, Analytics and Lightning - but really Salesforce is re-platforming - read here
  • Constellation Research Summary of Salesforce Dreamforce 2014 - read here
  • Research Summary - An in depth look at Salesforce1 - Better packaging or new offerng? Read here.
  • Dreamforce 2013 Platform Takeaways - All about the mobile platform - or more? Read here
  • Platform ecosystems are hard - Salesforce grows it - FinancialForce shrinks it - read here.
  • Our take on Salesforce.com Identity Connect - from three angles - Identity, CRM and PaaS - read here.
  • Takeaways from the Salesforce and Workday Strategic Partnership - read here.
  • Act II - The Cloud changes everything - Oracle and Salesforce.com - read here.
  • How many Pivots make a Pirouette? Salesforce's last Pivot - read here.
Find more coverage on the Constellation Research website here and checkout my magazine on Flipboard and my YouTube channel here.
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Lessons Learned from the Digital Hollywood Panel

Lessons Learned from the Digital Hollywood Panel

The Digital Hollywood Panel was comprisized of Brian Popowitz, Jessica Hasson, John Bohan, Christopher Puga and Johnny Miller. When I asked them if they could only leave the audience with a few 1-3  thoughts, what would they be, here’s how they responded:

Brian Popowitz

1) Black Box. I’m in the business of working with musicians to aggregate an audience, build affinity between the audience/artist, and monetize the affinity an artist has with their audience. Social media has completely transformed that linear funnel and it what I dedicate each day of my life to work on.

2) Hoping for a magic bullet or virality is not a social strategy. Panoptic conversation will be replaced with more personalized conversation through social media. Influence is power.

Christopher Puga

1) Have a Voice – Not so long ago brands did everything possible to stay away from public opinion. platforms like twitter and Facebook have changed that. Not even 10 yrs ago some brands would consider it a luxury to not feel the need to comment on social issues. It’s the brands that you see now, like Oreo, Netflix, etc that look at this as an opportunity… an opportunity to build a deeper relationship with their customers and even move ahead of their competitors.

2) Plan for the Moment – Would you be surprised if I said the Oreo, dunk in the dark was not a random lucky post by accident? In fact, it was strategized and planned months in advance. They had a series of images ready to post given the situation. Some obvious like holidays and some subjective. how they won was by planning for the moment and being prepared to join the real-time conversation regardless of what happens in the world. So the lights went out in the super bowl and just like that, you have an award winning tweet and something that marketers will remember forever.

3) Don’t be Afraid to Fail – New features roll out weekly. New platforms pop up and with them come new potential customers. New ways of communicating spark out of nowhere. Don’t be afraid to try something new. Tweet with an emoji, start a periscope account, test Facebook live video, live tweet a TV show. start an AMA with an exec or special guest. Don’t be afraid to fail, but if the returns aren’t there, then fail fast. Only 17% of fortune 500s are on Pinterest. This is a powerful platform that is perfect for brands that want to connect with their customers.

John Bohan

I’m fascinated and energized by the state of the advertising industry today. Many people claim advertising is dead, and there’s no doubt it has changed dramatically in recent years with new challenges emerging daily. Advertising as we knew it is dead. Good advertising is no longer about selling. It’s about inspiring. It’s no longer about brand stories. It’s about people stories. Social media is the single most effective way for brands today to make real connections with real people.

1) Think, talk and act like your customers by gaining a deep understanding of your CUSTOMER ARCHETYPES (read our “bluepaper” here). You have to meet people on their terms in marketing today, and genuinely care about improving the quality of people’s lives. It’s not about your WHAT…it’s about tapping into their WHY.

2) VIDEO, VIDEO, VIDEO. It’s estimated that mobile video will account for 75% of total mobile data traffic by 2020. Facebook is making major moves to champion video and it’s already proving to be highly effective for brands and publishers. From Facebook 360 to Facebook LIVE (hailed as the future of TV – exploding watermelon, anyone?), new video tools allow people to get even closer to the brands, movies and media they love.

3) THE MESSENGER MATTERS – If you want more customers, get more friends.  Brands touting their own services and capabilities through one-way messages fall silent in the forest.   No one cares and people are tired of being sold to constantly.   But they do like and buy from brands that are recommended by their own friends or people that they trust.

If you want people to listen to your message, the person telling your story matters.   Build quality networks of influencers that connect with your different archetypes and provide these advocates with turnkey, engaging ways to spread your story in authentic ways (see Storytelling vs. Story Starting).

Jessica Hasson

CEO and Founder of PulpPR. I am passionate about this panel because it has been a powerful learning experience understanding the psychology behind social media, and what companies like Facebook are doing to improve their platforms accordingly. These changes are what ultimately impact the future of marketing and public relations, and we must learn and adapt from them if we are to be successful.

1) Take advantage of the wealth of social media resources available to you: social networks, marketing tools, etc. – most of which are free or of low cost to your business. You have nothing to lose and everything to gain from these resources.

2) Keep on top of the latest social media trends: Experts are constantly studying the psychological impacts of social media. Read up on these types of studies often to better understand how you can efficiently target customers through social media.

3) Analyze your results, often: The only way to improve upon your past efforts is to analyze them, and figure out what went wrong or what did well. As Einstein has stated: Insanity is doing the same thing over and over and expecting different results. Don’t be insane.

What these people who are in the field actually doing digital and social media, interfacing and engaging with customers are telling us is that the customer is in charge of the message and that it’s time to shift the way things are done.

@DrNatalie, VP and Principal Analyst, Constellation Research

Covering Customer-Facing Applications that Create Awesome Customer Experiences

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Next-Generation Customer Experience Chief Customer Officer

Salesforce Strikes Marketing Cloud With Lightning

Salesforce Strikes Marketing Cloud With Lightning

On May 10th I attended Salesforce Connections 2016 in Atlanta Georgia. This event is Salesforce's conference dedicated to marketing, showcasing their Marketing Cloud offerings.

There were four main announcements:

  • Marketing Cloud is updated with the new "Lightning UI". Read announcement here.
  • New Marketing Cloud mobile app
  • New Advertising Studio for targeting ads to the right customers
  • Email Studio for those critical email marketing campaigns. Read announcement here.

My Summary

1.) With the updated look and navigation, the full range of features (delivered via a series of Studios and Builders), and the integration with the rest of Salesforce (ex: Sales and Service clouds) Salesforce Marketing Cloud provides an very powerful platform for marketing professionals to reach their audiences across email, social media and even places like car dashboards. They deliver personalized, 1:1 marketing whenever and where ever the customer needs it.

2) I was surprised by the overwhelming focus on email (they did not ignore social media, but it certainly took a backseat to email) and pushing offers (ads), as marketing is more than just pushing discounts at people, it's building relationships and providing them information and services they need.

3) While Marketing Cloud was updated with the "Lighting UI", it is still lacking the collaboration features that the Sales and Service clouds have. I look forward to seeing them add Chatter directly into the various Marketing Cloud studios so that marketing professionals can have conversations directly within the context of their campaigns.

Here is a short video recap of day 1:

Here are my tweets from day 1. You can scroll (down) through them, or click view as slideshow.

Future of Work Chief Marketing Officer