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Last week I attended Microsoft’s annual Convergence conference, for users and partners of its Dynamics line of enterprise applications. The back-to-back briefings were a great opportunity to get an update on where Microsoft is going with enterprise applications.
Analyst Blog
Alcatel-Lucent (ALU) unveiled its new Opentouch Conversation Tablet at Enterprise Connect and delivers a truly unified solution. Unlike many business tablets that provide unified communications (UC) features, the ALU Opentouch software provides a highly sophisticated single architecture that supports multi-party, multi-devices and multi-modal conversations running its UC software on the iPad. What could have been complex and cumbersome is actually a sleek solution on a single application to deliver this robust functionality.
Analyst Blog
Constellation Research, Inc. analysts Charles Brett, Alea Fairchild and Frank Scavo to advise CIOs seeking to invest in innovative technology by increasing efficiency and reducing costs of existing systems.
Analyst Blog
Legacy Analyst Firms Vs Disruptive Influencer Firms
Analyst Blog
Versytec Acquisition Addresses Growing Demand For JD Edwards Support
Analyst Blog
There’s something I’ve noticed over the years that bothers me. That is, the tendency for industry observers to take unqualified positions for or against certain technology vendors. My feeling about this runs deep, so, hopefully, this post will help others understand why I sometimes react the way I do in my comments on public forums such as Twitter and blog comments.
Analyst Blog
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How Business Leaders Will Gain Better Insights and Make Better Decisions in an Era of Big Data
Leaders seek more than just reporting and dashboards, they expect to make real decisions. A recent Constellation Research survey identified key expectations from business analytics to include: supporting business strategy and planning; optimizing costs across the value chain; identifying hidden patterns and relationships in big data; providing context for relevant engagement; and predicting demand in networks.
The shift from transaction to engagement to experience depends on better business analytics. Success requires that new business analytical tools support the information supply chain as data moves from a cacophony of upstream data sources to new and innovative downstream modes of consumption.
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Changing Customer Engagements Demand New Strategy
At a time where social media conversations become a major source for customer opinions and purchases, it has become increasingly challenging to retain customers. Today’s customers have many options for engaging with a company and expect their vendors to fully support them across all channels.To keep pace with the market dynamics affecting customers companies need a firm commitment to focus on engaging their customers and delivering exceptional customer service. This means they must do a better job at understanding their customers and invest time and effort in creating a culture that makes customers’ experience a top priority.
Forward And Commentary
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Quarks
Huge Growth for Smartphones Reshape Support Models
The rapid proliferation of mobile apps is forcing companies to take a much closer look at their mobile strategy. Customer support operations also need to move quickly to add functionality to mobile apps that recognize the customer, capture the reason for the interaction and deliver context aware support. Additionally, companies need a clear vision for extending its traditional customer support organization to embrace its mobile customers and provide fully integrated cross-channel support.
Constellation Research, Inc. addresses the forces transforming the traditional work paradigm with new research theme.San Francisco, California - March 12, 2012 Constellation Research, Inc.
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Last year, Infor's CEO Charles Phillips took the stage with Salesforce.com's Marc Benioff to announce a partnership between their two companies. Coming in the midst of all the other announcements during Dreamforce, it would be easy to miss the significance of this one.
Analyst Blog
Michael Park, Corporate Vice President of Microsoft Business Solutions
Analyst Blog
Quarks
Software, Planning and Consulting Prove a Strong Combination
There is a constant battle in the marketplace among IBM, SAP and Oracle – giants in the EPM space. As these vendors battle each other, they are also challenged by smaller vendors playing the “nimble” card. As we interviewed two of IBM’s customers and one of their consulting partners, we observed that IBM was agile in its approach and could quickly muster resources to handle complex problems, both business and technical. This type of approach will serve it well against both large and small EPM vendors.
Alan Lepofsky, Frank Scavo, R "Ray" Wang, and Yvette Cameron discuss the Oracle-Taleo, SAP-Successfactors acquisitions. Originally aired February 14, 2012.
Video
Overview of Constellation's business-focused research theme. Yvette Cameron and Alan Lepofsky.
Video
CMO’s seeking to avoid the desensitization that comes with the adoption of new media will want to quickly deploy the Six C’s of Customer Engagement.
Analyst Blog
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Why Every Organization Should Consider Third-Party Maintenance, Shelfware Reductions and Unbundling Maintenance Contracts
On average, IT budgets are down from 1-5 percent year-over-year, yet software support and maintenance costs continue to escalate ahead of inflation. Hence, continued pressure on IT budgets and a growing need for innovation projects have top business and technology leaders reexamining their software support and maintenance contracts for cost efficiencies.
Based on experience from over 1500 software contract negotiations, Constellation suggests three approaches to reduce the cost of software support and maintenance. Key strategies include third-party maintenance, shelfware reductions and unbundling maintenance contracts as part of every organization’s tech optimization strategy. Successful implementation can lead to savings from 10-25 percent of the IT budget, freeing up cash to fund innovation initiatives.
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Waka Digital’s COO Discusses Managing Mobile Infrastructure Securely
In this report, Waka Digital Media COO Jacob Braun discusses mobility, adoption of mobile devices, and BYOD.
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SAP's CIO Discusses Managing Mobile Devices
In this report, SAP CIO Oliver Bussman discusses mobility, adoption of mobile devices, BYOD and ensuring that each of their enterprises preserves both enterprise security along with supporting users. This is not as simple as it might initially seem, especially when you have over 20,000 such devices.
New York, New York – March 5, 2012 Constellation Research, Inc. announced today that veteran sales executive Terence Vaughan has joined the company as VP of Sales for end user communities. Vaughan is responsible for driving the growth and expansion of Constellation’s North America sales and business development efforts.
Analyst Blog
Multiple Respected Research Survey Results Confirm Frequent Flyer Observations
It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in. Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have reached the abyss of United’s. While United Holdings may tout their most admired status in the airline industry by Fortune, the award is measured by corporate executives, airline executives, boards of directors and industry analysts – basically not the customers and passengers who fly United Holdings. On multiple flights this year, I’ve personally heard Continental flyers groan and boo out loud every time they see the welcome aboard video where Jeff Smisek touts how he’s out to help customers, tells them why they are going to like this merger, and brags about how many planes he’s painted in the new livery. Flight attendants and pilots roll their eyes as well.
Analyst Blog
Constellation’s Connected Enterprise brings together the brightest minds to discuss the present and future of innovation, technology, and society, and is quickly establishing itself as the must-attend conference for pioneers, innovators, and early adopters. Continuing this tradition, we have brought together an accomplished group of dynamic visionaries to deliver this year’s keynote addresses on November 9th thr
Analyst Blog
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Why Understanding the Breadth of Analytics is Crucial
Using quantitative methods is rapidly becoming not an option for competitive advantage, but rather – at the very least – barely enough to keep up. Everyone needs to understand what’s involved in analytics, what your particular organization needs, and how to do it.