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Lithium Technologies and Microsoft Corporation have signed a strategic alliance agreement to integrate Lithium social interactions and community data into Microsoft Dynamics CRM. So finally we can integrate customer records with community and social… there’s an ROI model in there! Connecting social, digital, CRM and community are key to delivering a great customer experience. While announcement is great, the ROI customers derive from the integration is what realy counts. So let's wait a little while before we declare this a victory for Microsoft and Lithium customers. However, we need a way to give attribution to digital and social and connecting these types of technologies is a step in the right direction.
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MongoDB World 2015 Event Report: NoSQL database vendor previews connector for BI and data-visualization options like Tableau, Qlik, IBM Cognos, and SAP BusinessObject. The bigger story is behind-the-scenes preparation for growth.
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This week while I’m on vacation, I thought I’d bring back this piece on my system of identifying your top sales prospects. To make this easy to remember, I’m taking a page from “bond ratings.” If you’re familiar with finance, you probably know that AAA is the highest rating that a bond can have. Well, in order to identify the best leads, you also want to shoot for an “AAA” rating.
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Software vendors are often compelled to create their own category, and then trying to define said category to their own advantages. HireVue is no exception here with the launch of their "Team Acceleration" software. HireVue is spot on – individuals and teams need to accelerate, both for self-preservation and to meet standards set by management. HireVue has a very good record in the recruiting and utilization of ‘true’ analytics--characteristics that will undoubtedly aid in the success of a team acceleration offering.
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I had the opportunity to attend MongoDBworld in New York this week. A very good user conference for MongoDB. On the product side there has been more continuity with Horowitz at the helm and MongoDB is looking for more scale and growth of its subscription sales potential. On the concern side, MongoDB needs to manage growth well.The good news is that MongoDB does not face a competitor with an identical (or very, very similar) value proposition. That means that as long as MongoDB can keep up a differentiating story to the incumbent database vendors that enterprises use, and as long as MongoDB keeps executing - it will do well. We will be watching and analyzing.
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Rob Tarkoff (@rtarkoff) CEO of Lithium talked about why Lithium exits and why it’s so key to brands. The reason? Customers have extreme expectations. The stats keep showing the same thing: 78% trust their peers, yet 14 trust advertising (this is why advocate marketing and influencer identification is so important). Yet there is still a ton more money spent in advertising than customer experience. I hope that changes and soon.
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Last week I had the opportunity to attend Google’s I/O conference in San Francisco, and one thing was abundantly clear: Google wants developers to build Android apps.
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Dimension Data has always been distinctive amongst the overcrowded IT infrastructure services market place due to the simple fact that it is the only global player to stake a leadership position that has originated from an emerging market.In May this year, Dimension Data held the Perspective 2015 Industry Analyst Event in Prague, Czech Republic. Like the location, the event was a unique experience. When analyzing the various market players, capioIT has always believed that the strength of culture is critical from the leadership to the delivery teams.
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After a busy first day of briefings and coding, the stage was set for the last, desperate rush to the midday deadline. Pitches were scheduled and rehearsed, last minute bug fixes were released and some even found time for a relaxing morning tea.Here’s how Day 2 of the Qantas Hackathon played out.
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Customer Experience is ruling the world. At least parts of it. The conference began with Lithium’s CEO Rob Tarkoff talking about customer expectations. Today’s customers have extreme expectations and that brands are struggling to keep pace with new ways of marketing, bigger stakeholder voices, an explosion of consumer content across every dimension of the web […]
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The Czech Republic is one of the most proudly and clearly independent countries and cultures in the world. In 2015, Czech has overcome this past to be a benchmark of independence in Europe despite the ongoing political and economic disruption. Without stretching the analogy too far, organisations can take inspiration. There is hope for those companies, particularly mid-sized ones, who are being crunched from all sides as Digital Innovation takes hold. There is always an opportunity to find a niche, and to act as a bridge between organisations, processes and outcomes.
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In speaking with over 47 customers at the Zuora event, the common bond is the shift to these new digital business models built on subscriptions. However, most organizations lack the technology infrastructure to support unit cost pricing models, recurring revenue billing, and subscription pricing. Customers and prospects can expect Zuora and other solutions to provide a key backbone in their efforts to build a digital business.
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How Improving Online Customer Experiences Boosts Customer Loyalty and Revenue in Matrix Commerce This report highlights best practices required to deliver superb online customer experiences and explains how to design and deliver those experiences so you can outperform your competition.
One of the biggest opportunities for monetizing digital business will come from insight streams. These insights will come from both least likely sources and the most obvious. For example, least likely sources include the amount of power consumer, water used, visitors into the building, foot traffic on the sidewalk, and density of the parking lot. These sources may seem mundane and useless information to most of us, but large insight brokers will take that data to drive contextually relevant information. Obvious sources include internal systems such as work force performance data, customer satisfaction, product quality stats, and other areas. The goal here is to use this information to differentiate. There are three models to build big data/insight business models. I’m going to pull from my December 6th, 2012 post on Harvard Business Review here and share with you these models (Figure 1).
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I just finished some new research on how improving online customer experiences boosts customer loyalty and drives revenue. Clients should use this document as a best practices guide in developing online customer experiences that will positively drive revenue in matrix commerce initiatives. An excerpt of the report is available to download.
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Held over the weekend of 30-31 May, we’ve been working with Qantas to host a hackathon that brings together teams of developers from across the country. How will these innovations play out? What will the teams deliver? Only time – 24 hours to be exact – will tell. Here’s the wrap of the first day. […]
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Congratulations to Raj Singh and the rest of the Tempo.ai team on being acquired by Salesforce. Tempo has been one of my favourite vendors as I research intelligent collaboration and personal digital assistants. I will be watching closely to see where they end up in the Salesforce platform.Here is the message on their website:
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We know business is running faster than ever before, with little to no chance of slowing down. We often talk about the fact that 52% of the Fortune 500 are no longer part of the index, a development that has happened in the last dozen or so years. We also use another statistic from the Fortune 500 Index, where the average age of the company joining the index is now 10 years, meaning it has been founded this century. There is no question – things are speeding up.
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For years I've been saying that the key to adoption of collaboration software is "purpose". Without a real business reason to use a tool, it will just by another thing employees have to worry about. But if a tool is a seamless and natural part of a process, then organizations won't worry about measuring adoption, as everyone (invovled in that process) will be using the tool to do their jobs.
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Yesterday at Google I/O they previewed the next generation of Google Now, their mobile digital assistant. It's like Siri for those of you familiar with iPhones. The major enhancement was "Google Now on tap" (which I'll refer to with the unfortunate acronym, GNOT) which will provide information based on the exact context of what you're doing. So instead of just providing information like weather, stocks, news and flight details, GNOT will deliver content based on what is currently on screen.
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Lots of clients ask, “How can I improve my customer experience to gain and retain loyal customers?” The answer is incorporate customer data with the real-time customer experience.“in-journey” customer data and customer analytics capability as key to being able to deliver on engaging customer experiences. Here’s a picture of what an in-journey customer experience brand dashboard can look like...
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Salesforce announced a good starting point for big data analysis Thursday with the introduction of Salesforce Wave For Big Data, but it’s just that: a starting point. This week’s announcement was all about big data access, with free integrations introduced to the Google Compute Cloud, Cloudera and Hortonworks Hadoop distributions, and application-management vendor New Relic. That’s a pretty impressive list, though the obvious hold outs are Amazon Web Services and Splunk. It’s a good bet they’ll join the list as Salesforce Wave adoption grows.
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We had the opportunity to attend Google I/O in San Francisco today. As usual the conference sold out in a matter of hours and is filling up Moscone West with 6500 attendees. Here are my takeaways from the keynote:...
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The Big Data bug has Just About Bit Everyone. Salesforce announced their Analytics Cloud ecosystem will include: Google, Cloudera, Hortonworks, New Relic, Informatica and Trifacta. It’s true there is more data that ever before. But the k [salesforce analytics cloud natalie petouhoff] ey with data is to not let it turn into a data lake. It’s great that Salesforce recognizes the need to beef up their analytics could, but the data still needs to go from data to actionable, real-time, right-time in-jounery customer experiences to provide the data employees (think call center agents or sales people or marketers) need to create amazing experiences.
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