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Will The Mobile Device Ever Live Up to It’s Potential? Everyone in mobile commerce has been waiting to see mobile commerce take off. While individuals report it’s the one device they always have with them, the change in mobile commerce and CRM has not grown as fast at most experts expected – at least until now. There is a mobile customer relationship management company that is scaling fast. Intact, it has increased its revenues by 500% since their series A funding of $10M last year. In addition they have added a new Chief Revenue Officer. The company is call Helpshift. They are the first CRM solution built specifically for mobile applications.
Analyst Blog
As you might recall, Telligent®, acquired Zimbra, whose purpose was to help organizations enhance support, drive digital transformation and to ensure brand consistency. Today, Verint acquired Telligent®.Was This Acquisition a Good Move For Verint? MY POV: This seems like a very good move for Verint, as having a community offering is key to customer care. Communities are a critical part of customer service as well as customer engagement. With the combination of Verint and Telligent, customers will be uniquely positioned to use the actionable intelligence that flows through their communities to help achieve important strategic objectives, including the ability to gain a holistic view of customer service effectiveness, integrate social experiences on the web and support digital transformation initiatives.
Analyst Blog
There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. As the author’s of the Cluetrain Manifesto said, “Markets are conversations” and […]
Analyst Blog
We had the opportunity to attend SAP’s SuccessFactors SuccessConnect user conference held in Las Vegas this week. The conference was well attended with a record of 2800 attendees. As we have seen often a lot of good things happen with an increased conference size, it’s an indicator a vendor is on the right track and the positive underlying vibes cross pollinate between attendees, prospects, partners and the vendor.
Analyst Blog
I understand the rationale for paying to reach people who have not Liked a business page; that’s basic advertising. However, for Facebook to provide a platform where businesses are encouraged to create interesting content that drives people to its network – from which it captures reams of personal data and generates a healthy profit through targeted advertising – to then request a payment to reach those people, well, it just feels like ransom to me.Playing devil’s advocate, I’ll argue once again that the social network is offered at no charge to businesses so we should not be complaining. But that’s the thing…it’s no longer free.
Analyst Blog
Today Salesforce launched the ability to embed a Buy Button into sites built upon their Community Cloud platform. This new feature will bring the power of commerce to the world of social: enabling brands to leverage the activity that takes place in social channels and convert it into financial transactions.
Analyst Blog
R "Ray" Wang provides a discussion framework before Holger Mueller reveals his key insights on what's in store with next gen app development over the next 5 yrs.
Video
Steve Wilson shares his no holds barred views on security, digital identity, safety, and privacy trends with R "Ray" Wang and CIO leaders.
Video
We still live in a hybrid world, but data analysis is moving steadily into the cloud. Here are six tips on how to succeed with online BI and analytics… Continue reading →
Analyst Blog
This should be good news for customers - as vendor integration of SaaS solutions ultimately serves customers better. As with all vendors with substantial price lists - customers should make sure they understand what they are buying and from who the solution is coming. In an irony of the Time & Attendance industry, customers only care for the automation when it doesn't work, so they will welcome a reduction in operational complexity.
Analyst Blog
A good start for the SuccessConnect. It is clear that HCM is key for SAP, CEO McDermott called in recovering from its recent accident. With the intelligent services SAP is trying to do achieve something truly innovative – we will have to dig deeper into that the next days. Ettling also lifted the bonnet (sorry was in Scotland the last days) on plans to change Performance Management and Learning, as a preview to Krakovsky’s keynote tomorrow.
Analyst Blog
Final deadline August 21, 2015!You still have time! If you led the implementation of a disruptive technology for your organization we want to hear your story!
Analyst Blog
This article explains quite well the evolution since those early neural networks to today. And the reason why Elon Musk, Bill Gates, and Stephen Hawkins among others are sounding the bell about AI. It’s getting spooky.
Analyst Blog
This morning SAP SuccessFactors kicked off their yearly user conference in Las Vegas. As often at these events, SAP had a major product announcement to make, evolving around a next generation of HCM software. Certainly good timing and a good location to announce this. So let’s dissect the announcement in our customary news analysis style (it can be found here):
Analyst Blog
Yesterday Google surprised the industry watchers with the announcement of a new structure - Alphabet. Not surprisingly G is for... Google. This is an interesting move by the two Google founders that deserves a blog post - especially since Google competitor Microsoft has not chosen the route of splitting the company (against my suggestion - more here). It will give Google a very different operating structure - but will also deliver some interesting benefits:...
Analyst Blog
On August 11th, 2015, Infor announced the $675M acquisition of GT Nexus, a private supply chain and procurement network solution vendor. GTNexus brings $150M in cloud revenue, 28,000 companies on their network, 100,000 users across 66 countries, and $100B of goods each year on the procurement network. Constellation believes this will have long term consequences for both client bases. The largest impact might be in the continued transformation of Infor into a true cloud solution powerhouse. Constellation sees three main takeaways:..
Analyst Blog
When a company the size of Google makes a massive change in their structure and the way that they do business, it’s big news. Today, Google announced the formation of Alphabet, a holding company that will stable the portfolio of companies formerly known as “Google” – giving the organisation potentially a new lease on life and a new direction – or series of directions.Constellation Research’s R ‘Ray’ Wang provides a laser sharp analysis of what the announcement means in the following video...
Analyst Blog
For those in the know, Google has struggled to remain focused on the existing operations which fund innovation and the new areas which have massive market potential. Sundar Pichai will lead as the CEO of Google which includes Ads, Android, Apps, Maps, Search, and YouTube. Eric Schmidt will serve as the Executive Chairman of Alphabet while Sergey Brin will head up Google X. The remaining Alphabet companies will retain their current leadership. Arthur Levinson will run Calico. Tony Fadell will still lead Nest.
Analyst Blog
A few years ago, while working with SAP, I setup a social selling program for our leading global sales team. Given their initial reluctance – and the bad wrap that social media held within corporate circles – I developed a deck with the title “It’s Not Stalking, It’s Social Selling”. The title alone got us over the first hurdle – the natural distrust of technology and social networks that almost all of us feel when first venturing into the vast social network space. But what followed was an eye-opener for both me and the teams. And those lessons continue today.
Analyst Blog
Welcome back to Part 2 of my vendor profile of ServiceSource®. If you’d like to view the table of contents plus a few pages of the report, just scroll to the bottom of this post!Customer Success Management Field Sees Tremendous Growth Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management […]
Analyst Blog
Here are the five major trends affecting human capital management as presented by Holger Mueller. Watch the short video below for a more in-depth explanation.
Analyst Blog
Vendor Profile
Vendor Profile: Gainsight Understanding Which Customer Success Management Approach Fits Best This vendor profile provides an overview of Gainsight and identifies key differentiators, product offerings, and a short list guide for buyers.
Vendor Profile
Vendor Profile: ServiceSource® Understanding Which Customer Success Management Approach Fits Best This vendor profile provides an overview of ServiceSource® and identifies key differentiators, product offerings, and a short list guide for buyers.