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Reduce Support Costs With A Customer Community: Increase Agent Efficiency (Part 2)
January 18, 2014
Analyst Blog
IBM kicks off the 2014 cloud data center race - why being early and fast matters
In a press release today IBM announced it's intention to extend its current data center landscape from 20 to up to 40 data centers in 2014, effectively doubling the data centers running on SoftLayer architecture (our take on the acquisition is here). To get there IBM plans to invest 1.2B US$ in the coming quarters. Physical restrictions dictate only a finite number of data centers can be built, and as a result a finite amount of fiber can be installed. So being early and fast matters for numerous reasons...
January 17, 2014
Analyst Blog
Message to CIOs, Stop Hogging Innovation: It's the Business of Everyone in the C-Suite
"There's no 'I' in team," goes the old saying, but many seem to think there's a "1" in innovation. Maybe it's a side effect of the rise of savior entrepreneurs like Tesla Motors co-founder and CEO Elon Musk, but far too many seem to believe that innovation is the responsibility of one person within an organization, rather than something that's distributed throughout the leadership within an organization.The points made in the WSJ article are valuable insights for any CIO to absorb, but the idea that a CIO alone can enact sweeping, organization-wide change is a pipe dream.
January 17, 2014
Analyst Blog
Making Personal Analytics Fun
These days when people talk about "big data", the most common scenarios involve things like shopping statistics for national holidays, global weather patterns, or perhaps the participation in online communities. While these topics are important, in my research I'm more focused on what I call Personal Analytics, or "small data."  The goal of personal analytics is to provide a look at the statistics and patterns of a single person's work or activity, and help them determine ways to improve what they are doing.
January 17, 2014
Analyst Blog
Oracle Releases Salesforce Cloud Adapter
Oracle has release a product for organizations needing to integrate their on-premises business applications with Salesforce.com.
January 16, 2014
Analyst Blog
Vendor Profile: Rimini Street
A profile of Independent Siebel software support provider Rimini Street, with information for prospective customers, partners. and employees.
January 16, 2014
Analyst Blog
The Future of the NFL Fan Experience
Digital technology is rapidly transforming NFL fan expectations. R "Ray" Wang explains how NFL teams can deliver the best fan experience with an innovative combination of data and context.
January 15, 2014
Video
Google Adds Basic Activity Streams To Drive
Google has introduced activity streams to their file creation and sharing service, Google Drive. While streams are a great way of discovering information, the problem is you have to be looking at them to see it! So where does Google want people's eyes?
January 15, 2014
Analyst Blog
Rise of the Social Enterprise - Game Changers Broadcast
Below is the webcast on the rise of the social enterprise that I participated in along with Michael Miscisin from Ernst & Young and Anthony Leaper from SAP. The show was hosted by Bonnie D.
January 15, 2014
Analyst Blog
Forget Software: Hardware Is the New Sexy, and It's Because of Google Glass
Whether you are a gamer, electronics junkie, startup jock, tradition nerd (we are the original), or enterprise CIO -- for the last decade, software was sexy.Cloud computing, cloud storage creating "cloud" the noun, and clouding Everything as a Service creating "clouding" the verb, has made software the sexy talk of the canyons of technology for much of the last decade.Enter the Pebble watch, Google Glass, FitBit and all other sensors and suddenly the brilliant John Chambers from CISCO and everyone else are rallying around the "Internet of Things." Nothing startling so far, we knew "the widgets of the world would unite" eventually; what we didn't know was that we would refer to it as the Internet of Things.
January 13, 2014
Analyst Blog
The Foundation Components For Digital Transformation
(note: I have to give many thanks for my good friend Sameer Patel who took at first look at this and said “let me tell you what you got wrong” – thus helping me improve it immensely – you should thank him too when you see him, the first pass needed lots of TLC – […]
January 13, 2014
Analyst Blog
How to Win Back 1 Hour Per Day with 5 Easy Tips
Listening to David Pogue discuss the 10 time-saving tech tips on TED got me thinking about what else we do with technology to win back the time technology took from us in the first place.
January 12, 2014
Analyst Blog
News Analysis: New #IBMWatson Business Group Heralds The Commercialization Of Cognitive Computing. Ready For Augmented Humanity?
On January 9th, 2014, on top of 4 World Trade Place, IBM CEO Ginni Rommety and long time veteran, but newly minted, IBM Watson Group Senior Vice President Michael Rhodin, announced IBM’s commitment to putting an entire business unit around Watson (see Figure 1). The arrival of Watson represents a culmination of artificial intelligence, natural language processing, dynamic learning, and hypothesis generation to take vast quantities of data to make better decisions. The IBM Watson business unit is the tech giant’s multi-year $1 billion initiative to deliver cloud based cognitive computing products for industries such as healthcare, retail, financial services, advertising, travel, and hospitality.
January 12, 2014
Analyst Blog
Event Report: #NRF14 Preview - Retail's Big Show Hints At Lessons Learned In #MatrixCommerce
Over 29,000 people are expected to gather at the National Retail Federation’s big show (NRF) this Sunday, January 11th, 2014, in New York City. #NRF14 brings the intersection of new retail business models, products, store concepts, technology, society, and culture together! Early indications highlight a few trends expected at the 2014 event:
January 11, 2014
Analyst Blog
You Are What You Endorse–Google Shared Endorsements
Remember that old saying that “when the product is FREE, the product is YOU”? Well Google are putting their advertiser’s money where your mouth is – with shared endorsements now being incorporated into search results. This brings together two powerful web transformation engines – search and social – in the one interface. That means that those online reviews etc that you have contributed over the years are being aggregated behind the scenes and will begin to appear in the search results that you and your friends see when using Google Search. Your friends will know it is you, because the results will show your name and photo along with the review, +1, follows or shares that you have published on the web.
January 10, 2014
Analyst Blog
Will 2014 Move Past the Private/Public Health Care Debate and Onto Preventative Health?
How a pound of prevention could soon render our current health care system irrelevant. When was the last time you saw someone on the side of the road with an alternator burnt out or a fried carburetor? Not lately, since cars have long been instrumented with sensors telling us how specific parts are performing, with the data from these sensors alerting us that preventative action is required in order to sidestep automotive "trauma." Fix-it shops have largely been replaced by preventative maintenance service centers.
January 10, 2014
Analyst Blog
Siebel Open UI: Portlets Reloaded
In his Siebel Essentials blog, Alexander Hansal continues his exploration of the Siebel Open UI. As described in an article earlier last year, Siebel Open UI enables us to display individual applets as "portlets" in any web portal. As of...
January 10, 2014
Analyst Blog
Predictions: the 2014 cloud game for serious players only
Competition intensifies in the cloud in 2014 as we see some cloud darlings led to the slaughter. Already Slaughtered: no customizing. Up next: database multitenancy
January 09, 2014
Analyst Blog
Salesforce.com Puts Less Emphasis On Social More On Business
Looking back over the last few years, Salesforce.com used to put a lot of emphasis on social business and specifically the Chatter brand, however now both terms have faded from Salesforce.com's marketing. Case in point, out of 16 sessions on today's agenda the word Chatter only appears once. Mike Stone, SVP Chatter Marketing's response, "Chatter is the social heart of Salesforce1." I could not agree more. Rather than talk specifically about collaboration or "being social", Salesforce is now focusing on their core business solutions of Sales, Marketing, Customer Service and HR. Chatter, and the collaboration features it provides, are integrated directly into those solutions.
January 08, 2014
Analyst Blog
Stopping the SAP Contract Negotiations Madness
Premium Research
January 07, 2014
Secrets to Crafting a Win-Win Relationship in the SAP Ownership Experience This report is available exclusively through the Ireland/UK SAP Users Group. Request More Information This document provides a seven step contract negotiations strategy guide to help buyers and prospective buyers of SAP navigate the complextiy of SAP software licensing and contract negotiations. This guide serves as a reference, checklist, and point of discussion with SAP during the beginning, middle, and end of the ownership experience. Though SAP may not honor all these rights today, they represent best practices we have gleaned from our involvement in over 1,500 enterprise software contract negotiations, including over 300 SAP contracts.
News Analysis: Microsoft Dynamics CRM Acquires Parature For Customer Service Capabilities
On January 7th, 2014, The Microsoft Dynamics CRM team announced a definitive agreement to acquire Herndon, VA based Parature for an undisclosed sum. This acquisition is Microsoft Dynamic’s CRM’s largest to date. Parature is an East Coast software start-up success story founded in 2000 by five Cornell students including Duke Chung. Originally named Cyracle Technologies, the company’s first product addressed the live chat market. Current CEO, Ching-Ho Fung, the first angel behind Blackboard, provided the initial angel investment in 2001. Parature’s key investors include Valhalla Partners, Sierra Ventures, and Accel Partners. The acquisition is significant for both Parature and Microsoft Dynamics Customers because:
January 06, 2014
Analyst Blog
News Analysis: Verint Announces Intent To Acquire Kana For $514M
Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software. Verint is a software vendor with a core in analytical software. Verint’s core offerings provide enterprise intelligence and security intelligence. The acquisition is significant in the market because:...
January 06, 2014
Analyst Blog
Creating Links in Siebel Message Broadcasts
In his Siebel Essentials blog, Alexander Hansal continues his exploration of the Siebel Open UI. Among the many changes and new features delivered with Siebel Open UI is the way how reports are delivered to end users. You might have...
January 06, 2014
Analyst Blog
2014: The Year of a Siebel Renaissance?
Will 2014 be the year of a Siebel Renaissance when the advantages of the product are acknowledged and its place in computing is recognized as being permanent?
January 02, 2014
Analyst Blog

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