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A Step-by-Step Guide to Successful Stakeholder Interactions in the Digital Age
Organizations today have a once-in-a-decade opportunity to use social media channels to improve stakeholder engagement. Transformation of internal engagement on the employee level and external engagement on the customer level, for example, requires a careful interaction strategy. The Nine C's of engagement provide a best practices methodology for crafting the appropriate strategy.
SAN FRANCISCO – January 22, 2012 Constellation Research, Inc. the research and advisory firm focused on disruptive technologies today announced the publication of “Building Your Interaction Strategy with the 9 Cs of Engagement” by Constellation CEO and Principal Analyst, R “Ray” Wang.
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Investment in IP will accelerate Indian IT firms’ growth Buyers want next gen IT services, outcomes from Indian IT vendorsReport criticizes partnerships with mega software vendors
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Why Customers and Vendors Will Shift from Low-Margin IT Services to High-Value, High-Margin Outcomes
Today’s Indian IT services firms have maxed out their current business models. The shift in technology decision-making to the business side, along with buyers’ need for innovation and their move to purchasing business outcomes (rather than just technology), have altered the demand-side environment in the technology space. On the other hand, commoditization of services, vendor consolidation, erosion of the offshore cost advantage, and intense competition from the big multinational providers have all led to declining margins among most Indian IT services providers.
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The future of commerce is Matrix Commerce
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How to Design for Buyer-Centricity in a People- to-People (P2P) World
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Amid the proliferation of new technologies, business models and economic conditions, a new buyer-centric world has emerged. Consumerization of technologies, manifested in trends such as social networking, mobility, cloud services and Big Data, has raised the expectations of buyers as to the art of the possible. The result - a growing digital divide has emerged between organizations that adopt disruptive technologies and those who fail in creating business transformation.
Constellation recommends 10 strategies for sellers to align themselves for buyer-centricity while meeting revenue goals and offsetting margin pressures. The first strategy starts with active listening. The last strategy warns organizations to stay vigilant in managing complexity.
SharePoint 2013 will revolutionise how we work. Easily share ideas, automate processes, discover answers and keep track of what your … Read More →
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SAN FRANCISCO – January 16, 2013 Constellation Research, Inc. the research and advisory firm focused on disruptive technologies today announced the publication of “Introducing Matrix Commerce” by Constellation Principal Analyst and CEO, R “Ray” Wang.
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SAN FRANCISCO – January 16, 2013 Constellation Research, Inc. the research and advisory firm focused on disruptive technologies today announced the publication of “Introducing Matrix Commerce” by Constellation Principal Analyst and CEO, R “Ray” Wang. This Big Idea report, on the heels of NRF 2013, explains and establishes the concept of Matrix Commerce as the force that will shape the future of ecommerce and internet retailing. The report informs decision makers about basic commerce concepts, trends to expect in 2013 and beyond, and provides tips about how to prepare for the impact of Matrix Commerce.
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An impressive number of IT and Business leaders from across EMEA have converged upon Dubai this week to participate in Oracle’s CloudWorld, an executive event focused on the disruptive technologies of social, mobile and, of course, Cloud. One of the common conversations taking place amongst conference delegates is the impact of these technologies on the IT organization – fundamentally, is cloud making IT irrelevant?
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Next Stop On The Road To HANA: SAP Business SuiteIn a global announcement in Palo Alto, New York and Frankfurt, SAP’s top executives Dr. Vishal Sikka, Rob Enselin, Jim Haggeman Snabe, and legendary founder and chairman Dr. Hasso Plattner announced availability of SAP’s Business Suite powered by SAP HANA. SAP has rewritten the Business Suite to work on SAP’s HANA platform and believes that customers will benefit for four reasons:
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I had the pleasure of joining Bill Kutik, well-known HR industry analyst and founding Co-Chair of the annual HR Technology Conference, on his biweekly program, the Bill Kutik Radio Show, sponsored by Knowledge Infusion. It was Bill’s 118th radio show to date, but his first show of 2013, marking the second time in a row that I’ve been honored to be Bill’s guest on his “New Year kickoff” episode.
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Why Developing the Engagement-to-Outcomes Value Chain is Crucial to Business Results
Customer success initiatives invariably focus on customer relationship management (CRM) software systems that facilitate how customers are marketed to, sold to, engaged with, and serviced and measured. However, human capital management (HCM) investments can provide even more impact in producing significant business outcomes. In fact, today, savvy organizations of all sizes are using “agile engagement” software platforms to foster employee engagement; align that engagement to corporate objectives for customer success; and equip employees with the tools and processes necessary to succeed in those initiatives. This paper looks at the importance of workforce engagement and alignment and the role technology can play in fostering them.
A few weeks ago, I participated in a virtual panel focused on “The Future of Work”, providing my views into the changing landscape of work, not just as we enter 2013, but looking further out to 3, 5 or even 10 years from now. The discussion, sponsored by Cornerstone OnDemand, is available here for playback.
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Thank You For Your SupportSoftwareInsider.org generated almost 10 million page views in 2012
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Constellation sat down with Steve Miranda, Oracle’s Executive Vice President of Oracle Applications Product Development to discuss the state of Oracle Fusion Apps in a no-holds barred honest conversation about what’s working, what’s not, and what to look forward to in 2013.
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SAN FRANCISCO– December 27, 2012 Constellation Research, Inc.
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Understanding Desktop Video Solutions, How They Scale, Bandwidth Considerations and Their Total Cost of Ownership
This report begins with a fundamental question: if an enterprise already has a telephony system, what would it take to add multi-party desktop video to it and what would such a solution look like with respect to scalability, network impact, and total cost of ownership? To answer this question, solutions from five major desktop video providers have been assessed:
Traditional contact centers represent a highly regulated industry with multiple metrics to identify performance and costs. Most companies use measurements to determine how effective they are in handling customer issues and achieving high customer satisfaction ratings. But the huge growth in social, mobile and self-service channels has left many customer service organizations without a means to measure and monitor performance on these growing channels.
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Early in November, I attended a series of analyst briefings offered by Microsoft Business Solutions (MBS), outside of Seattle. The briefings and interviews with MBS executives provided an opportunity to catch up on where Microsoft is going with its Dynamics line of business applications. Coming away from the event, I was impressed with several overall trends that are encouraging Microsoft to move up-market, into territory that for many years has been dominated largely by SAP and Oracle.
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If you’re considering a move to the Cloud for your payroll technologies, you’re not alone. In a recent survey by Constellation Research, Inc. partner Computer Economics, 40% of companies considering payroll technology investments reported such investments involved a move to the Cloud.
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Ten Ways to Improve Customer Experience in 2013
Customer support operations face new challenges due to the rapid change in how customers choose to interact with vendors. While interactions across traditional channels such as web and email continue to dominate, the rapid shift in preference to social media channels such as Facebook and Twitter and the rise in smartphones for doing business have caused many customer support organizations to fall behind in delivering the type and level of support required by customers.
It's that time of year where analysts gaze into our crystal balls and make predictions about the trends we expect to see in the upcoming months. My thoughts about 2013 are based on the hundreds of conversations I've had with social business product vendors and customers over the last twelve months. Below I'll list my top predictions for 2013, but if you only have a moment here are the mains idea that I want to share:
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