Filter Results
Results
Salesforce.com is rolling out its new Work.com platform this week at Dreamforce 2012 (#DF12) in San Francisco. As discussed earlier this month, Workday features prominently as a critical partnership in the Work.com offering, although it was nowhere to be seen in the “Work.com” product area of the Salesforce Campground on Tuesday evening (“Day 1 at the Dreamforce Expo).
Analyst Blog
It is not uncommon for in-house customer support organizations to mistakenly believe it is not their responsibility to support non-legacy channels, such as social media and mobile apps and will defer to the marketing or other departments to provide this support. This gap becomes even a bigger issue when companies consider outsourcing only their core customer support channels, such as telephone support, email and Web chat. The failure to extend and integrate customer support for social media and mobile apps results in fragmented customer experiences and inconsistent responses.
Analyst Blog
Last week I had the pleasure of attending the Genesys European G-Force conference in Barcelona. Genesys has adopted the slogan “Save the world from bad customer service”. In a mobile context, three aspects raised in Barcelona deserve comment. The first was the charming story of a child’s prized Green Pig being left, by accident, at [...]
Analyst Blog
From Data to Decisions – The Shift To Decision Management
Analyst Blog
In Epicor’s first major acquisition since Apax partners brought Activant and Epicor together, the near $900M Dublin, CA-based enterprise software announced its acquisition of Solarsoft from Marin Equity Partners. Based in the UK, Solarsoft focuses on MES, ERP, and distribution software in specialty verticals for over 2500 customers. Terms of the deal were not disclosed. Expected ramifications from the deal include:
Analyst Blog
A sensor is anything that can create data about its environs. A more formal definition is
a device that detects or measures a physical property and records, indicates, or otherwise responds to it -New Oxford American Dictionary
A very simple example is a thermocouple.
Analyst Blog
Quarks
Why BYOD and Mobility Management Change Who Is In Charge
Is the IT department the most appropriate overseer of mobile devices and apps as BYOD spreads? This Quark examines what IT brings and what additional expertise beyond IT is relevant in managing mobility.
Quarks
BYOD and Mobility Mean Enterprises Should Consider Advantages of External Mobility Management Specialists
Enterprises need to evaluate whether mobility management is a core competence or not in an age of BYOD and increasing complexity. This Quark discusses what to think about when considering third-party management of mobility.
Quarks
Transform your Business Options with Mobility
Mobility can open up profound and creative opportunities to change business models and/or improve business processes. This report looks at benefits and strategies for harnessing mobile technologies.
This Quark complements Constellation Research's Mobile Device Management (MoDM), Mobile App and Data Management (MADM) and Mobile Enterprise Management (MEM) reports.
The pharmaceutical industry is fraught with rules and regulations, but that didn’t deter Nathan McBride, VP of IT, from moving AMAG Pharmaceuticals’ IT services to Google Enterprise.
Analyst Blog
Today Oracle announced its new Social Relationship Management (SRM) Platform, an integrated software platform that helps organizations listen, engage, market and monitor their social interactions with all of its constituents across the enterprise (prospects, customers, influencers, partners, candidates and employees.)
Analyst Blog
Global outsourcing and Bangalore Infotech bellwether Infosys (NASDAQ:INFY), announced its agreement to purchase Zurich-based Lodestone Management Consultancy for $350M. A quick analysis of the news reveals:
Analyst Blog
If there were a secret sauce to organizational success, then you would find “Effective Talent Mobility Program” as one of its first ingredients.
From addressing the top concerns of CEOs to the daily challenges of line of business leaders and the concerns of individual employees – an effective talent mobility strategy can have significant positive results at all levels, and on the business as a whole.
Analyst Blog
Digital Media Luminary to Launch Constellation’s Newest Research Theme, Digital Marketing Transformation
Analyst Blog
Salesforce.com will be unveiling its HCM platform, Work.com, at Dreamforce in San Francisco later this month. What can we expect?
Analyst Blog
After the Constellation Research Summer Retreat in late July a survey of mobile device penetration was undertaken. The results, analyzed during the vacation season, are not dramatic. But they do illustrate why BYOD, if Constellation is a proxy for larger organizations, is an issue for enterprises. Mobile phones For mobile phones, there were: no feature [...]
Analyst Blog
The moment you've all been waiting for is here. Constellation Research is happy to announce the semifinalists of the second annual SuperNova Awards! This year's semifinalists are recognized as champions of technology that have overcome the odds in successfully applying emerging and disruptive technologies within their organizations.
Analyst Blog
Premium Research
How Movius Extended Its Customer Offerings By Addressing Enterprise Mobility Concerns
In this report, Movius Director of Marketing and Technology Jose Romero discussed how the company analyzed the challenges that enterprise end users must confront when faced with Bring Your Own Device (BYOD) purchases made by employees who want to use these personal devices to assist them at work.
Convergence In The Five Forces Of Consumerization Of Technology Drives The Next Big ThingSocial has given us the tools to connect. Mobile has given us the ability to interact any time and anywhere. Cloud delivers access points to us with a rich array of content and information. Big data provides us with the context and information to make decisions. Unified communications and video transform how we share ideas. This convergence of the five forces of consumerization drives the next shifts in technology. The move from transaction to engagement and from engagement to experience is happening now. The era of transactional apps rapidly makes way for the era of engagement.
Analyst Blog
The Real Deadline To Consider Third Party SAP Maintenance Is September 30thIn conversations with hundreds of SAP customers, many have not realized that they must act now in the next 30 to 45 days if they want to move off of SAP customer specific maintenance from extended maintenance for older products. Despite the support window ending in March 2013 for extended maintenance, SAP is requiring organizations to serve notice by September 30th, 2012 (see Figure 1). Key products impacted by this deadline include:
Analyst Blog
Quarks
Why The Mexican Lender Needed A New Approach To Technology In Order To Evolve Its Business
Nacional Monte de Piedad (NMP) recently announced plans to open a branch in every major Mexican city. In the past two years, NMP has changed its approach to business process and IT support. The lending institution chose Dell to be its strategic delivery partner, providing both technology equipment and services.
This case study is the first in a series in which different user organizations will talk about their objectives and experiences when looking for Technology Optimization. Through these studies, Constellation Research clients discover what others had to find out for themselves.
The CRM industry’s major non-vendor customer focused event kicked off at the Marriott Marquis in New York from August 13th to 15th. Conversations with prospects and practitioners at the event highlighted a few emerging trends:
Analyst Blog
Customer support organizations strive to deliver exceptional customer experience but often fall short of meeting the expectations of today’s media-savvy socially connected customer. While it is important to deliver the right response to customers in a professional manner, this alone is not enough to retain customers over the long term. To be a front runner in customer support, companies need to engage customers more proactively and personally by creating a sense of connectedness with them.
Analyst Blog
For 20 years, he was consulting editor for Esther Dyson’s leading computer industry newsletter, Release 1.0. Previously he was the founding editor of the monthly magazine, Computers in HR Management; managing editor of Ziff-Davis’ Computer Industry Daily; and a reporter for The New York Times and The New York Daily News. He has also published articles in Newsweek, Washington Post, Institutional Investor, New York Magazine, Business Month, IHRIM Journal, Cruising World and Backpacker (where he was the founding editor).
We sat down with industry pioneer Bill Kutik for a preview of this year’s event:
Analyst Blog