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Well, well, well… a lot has changed in one year in customer service, and we want to know exactly what and how much. Last year we run an extremely successful survey to determine where the Customer Service market was, what people perceived as the big issues, how they were implementing channels (including the new – […]
Analyst Blog
Alan Lepofsky shares how to improve marketing and engagement with social in this interview with the bizcouch.
Video
Authenticity
Authenticity, one of the most overused words in social media publishing, is promoted as a key tenet of social media engagement for individuals and businesses alike. There's no disputing the mass adoption of social media for information gathering, information sharing, or just plain networking and communications by people around the globe. Once criticized by some as a fad, social media is the preferred method of communication by an ever-growing population, which means we have to pay attention to it and the new rules of engagement that support it.
Analyst Blog
We all know the statistics, right? most dissatisfied customers will eventually tell 9 other people about their problem only 4% of dissatisfied customers actually complain to the company satisfied customers tell 5 to 6 other people about their positive experience and many others like it (it costs more to get a new customer than to […]
Analyst Blog
Since the Edward Snowden PRISM revelations, Constellation has received a steady stream of inquiries on cloud strategy. In fact, nervousness runs high among many non-US based companies using services from US based cloud companies across the cloud stack. In early August 2013, the Information Technology & Innovation Foundation put out its report “How Much Will PRISM Cost the U.S. Cloud Computing Industry” Assuming that 20% of current clients switch to a non US based provider, the report estimates a loss of $22 to 35B by 2016.
Analyst Blog
When the iPad appeared on the scene its dominance was all encompassing. But just as the battle for marketshare in the smartphone market is shifting away from Apple’s iPhone towards the plethora of various Android powered devices, the tablet market is seeing a similar pattern emerge.
Analyst Blog
The IT industry moves in cycles. Much like the fashion industry, trends come and go then return with a bang. It seems that Cloud Computing is about to hit that cycle now and go out of fashion faster than it came in.
Analyst Blog
I’ve dreaded writing this post for a long time. I normally think the best of everyone. Yet, in the course of building our business at Constellation Research, I have to say I’ve seen everything that can go wrong with the industry analyst business. I’m almost embarrassed to reveal the shady tactics on both the vendor and analyst side that perpetuate. But for the sake of airing it all out so that we may have a better industry, I’d like to start the conversation and then invite those analysts and vendors who agree to come up with a solid code. Once we have something, let’s take the pledge on cleaning up the profession.
Analyst Blog
The crowdfunding platform, Kickstarter, is a fascinating microcosm – it brings together all the elements and challenges of a business often before that business exists. So in many ways, a Kickstarter project is a pre-startup startup – and accordingly it faces many of the same immediate challenges. But where startups sprint towards product, Kickstarter forces a path towards market development. Those who can’t market, don’t win. And like current marketing trends indicate, video plays an increasingly important role in that process.
Analyst Blog
Following up, and wrapping up actually, on the short series I have been publishing on social media as an interim (but essential) step towards collective knowledge I’d like to cover a draft version of the framework I see for social knowledge. You hopefully have been keeping up, reading all about the evolution to social knowledge, […]
Analyst Blog
Expanding on the issue of social knowledge I started last time, thanks to my friends at Moxie and my sponsored research model, I want to take it one step further. We explored last time what is the path to social knowledge and how today’s shifting paradigm of knowledge management makes it possible. We talked about […]
Analyst Blog
I know I have been writing a lot about Knowledge Management lately, but this is a very exciting time and the paradigms are shifting as I have mentioned. The old model of creating and storing knowledge to eventually using it (maybe) is disappearing in favor of knowledge generated and maintained by users and communities. I […]
Analyst Blog
You still have time! The deadline for the 2013 SuperNova Awards for innovators in disruptive technology is tomorrow, August 7, 2013 at midnight PT. If you executed a project that created a disruption --we want to hear your story! The application is designed to be completed in approximately 30 minutes.
Analyst Blog
While most brands tout customer experience as their main priority, outstanding customer service still has a long way to go for many companies. Customer service organizations spend much time and money on reactive customer service but far less on personalized proactive support. The wealth of information available on customer activities and purchases may be the answer.
Business case is typically needed to justify the investment in personalized customer outreach. Measurements for deciding the ROI for offering personalized customer outreach include:...
Analyst Blog
New report highlights the evolution of collaboration software, and steps your organization can take to harness the power of these new, powerful collaboration platforms. Download the report snapshotToday Constellation Research announced the publication of Enterprise Collaboration Software: From Simple Sharing to Purposeful Collaboration by Constellation Vice President and Principal Analyst, Alan Lepofsky. Collaboration software has evolved beyond simple sharing, and is now a powerful tool teams can use to get work done. Lepofsky examines this evolution and provides prescriptions for enterprises seeking to extract maximum business value from these new, powerful collaboration platforms.
Analyst Blog
Constellation attended Infosys’ 2013 Global Analyst Summit from July 29th to July 30th in Boston. Despite the below industry average growth of the previous year, conversations with key executives and top customers indicate an imminent shift. In fact, Infosys has added 100+clients not including customers from Lodestone. Retention is 98% for about 800 clients. The client list includes more than half of the Fortune 500. Repeat business is between 95 to 96%. Most clients represent the top 5 or top 10 of each major industry. All is not gloom and doom.
Analyst Blog
Premium Research
How to Benefit from the Evolution of Enterprise Collaboration Platforms and their Business Use CasesDownload the report snapshot
When implemented correctly, these new tools enable people to create, find and share information, connect with colleagues, customers and business partners and participate in communities more effectively than ever before.Unfortunately, many organizations experience adoption challenges with these new platforms, especially when the tools are not part of the business processes employees use to get their jobs done. Learn about a new generation of collaborative platforms where social features are built directly into the business tools employees are already familiar with.
Moving beyond simple sharing to getting work doneMaking collaboration an integral part of the business process
Press Release
These days with the rapid changes in technology, new thinking in digital and social media and constant experimentation with both, every week seems to be a “big week”. But this week, the ADMA Global Forum is running – bringing marketers and technologists face to face.
Analyst Blog
I was excited to receive a message this morning from Beth Wellington that more and more poets are starting to use Twitter....
Analyst Blog
#CXOTalk featuring R "Ray" Wang, Michael Krigsman, Vala Afshar
Video
An Overview of IaaS Trends That are Here to StayToday Constellation Research announced the publication of "Nine Cloud IaaS Trends for 2014 and Beyond” by Constellation Vice President and Principal Analyst, Holger Mueller. This research report presents 9 distinctive trends in the IaaS market and 8 recommendations for organizations seeking to evaluate and craft their IaaS/cloud strategy.
Analyst Blog
I like marketing and branding, but I have always been more interested in action. In movement. In change. And how we make decisions in a digitally connected world.I like seeing the way that words, image (and sometimes) music, can set a ball rolling.
Analyst Blog
Quarks
An Overview of IaaS Trends That are Here to StayConstellation Research identifies the latest trends in the Internet-as-a-Service (IaaS) market that affect services-consuming organizations as well as services-providing vendors.