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SuccessFactors Acquisition Puts SAP In Direct Competition With Workday And Taleo
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ClearPoint Strategy is an easy to use software package that is focused on strategy management only (i.e. no budgeting or planning software). Oddly enough (but rather effective), ClearPoint is owned by a parent company focused on strategy management professional services (called Ascendant Strategy Management Group). This overarching approach to consulting suits customers well.
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ActiveStrategy provides a broad set of offerings in strategy management, but lacks offerings in other EPM areas (like budgeting and planning). For companies focused on strategy management, ActiveStrategy’s software is comprehensive, and, as important, it provides customers with a well-designed methodology for strategy formulation and strategy
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Business Models Converge During Recessions
Is your technology provider a hardware vendor or a software vendor? Does your System Integrator now provide solutions in the cloud? These questions will continue as models converge. Hardware, software, and system integration vendors must reinvent new models of revenue. The economic recession has forced business model shifts at the major technology companies. The goal – own the largest share of both the business and IT technology budget. As these sellers attack new profit pools, buyers can expect continued convergence of business models because...
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This report provides guidance for CIOs on how to elevate their roles within the organization to one that has a meaningful influence on meeting strategic business objectives. In brief, we outline a personal development strategy for CIOs to optimize the IT infrastructure and lower ongoing support costs so that they can free up resources and focus on integration, intelligence, and innovation.
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New Paradigm Puts Emphasis on Customer Connection
Today’s customers expect companies to support them over any device, any time and resolve their issues quickly. Customer service organizations need to transform their traditional approach to customer support in order to support personalized service and customer intimacy across all touch points. Acquiring new technology is not the solution to create great customer experiences but it provides the means to support closer customer involvement and build loyalty. This report describes how companies must go beyond the ordinary and become a true business partner with its customers and support a two-way dialog that fully engages its customer.
Avaya announced its purchase of speech analytics firm Aurix to support its UC and contact center solutions. This acquisition indicates the growing need for companies to mine, analyze and understand their customers’ conversations. For too long contact center metrics focused on the agent’s conversation but were unable to categorize voice interactions of their customers to assess their concerns and attitudes. I believe it is an important shift for customer service organization to use speech analytics to better understand customers’ attitudes and improve their experience through analysis and interpretation of what they are saying.
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This report looks at key developments in order to: Understand how mobile devices are changing the enterprise environment. Describe three levels of solution that Constellation Research identifies which encompass the mobile device management market today, along with how these complement each other, are different and what customers should expect. Offer an Action Urgency Questionnaire to enable organizations to assess their degree of urgency about adopting a mobile management solution, and which level of solution may be most relevant. Examine the overall implications, what these mean, and recommend what enterprises should do.
Enterprises are actively expanding their use of video and consider it an essential component of their overall communication initiatives. Video conferencing has become pervasive, as technical improvements make it easier to use, less expensive and more manageable. Today’s diverse workforce creates a high demand for personalized contact with external locations and video conferencing promotes more intimate meetings. Sales managers also find video conferencing creates a closer relationship with prospective and existing customers.
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The world of mobile devices and their management within the enterprise is becoming ever more complex. Using Constellation Research’s own usage of these devices as a basis, we demonstrate that IT trying to ignore the issues that mobile devices raise will fail for three reasons.
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Two distinct approaches, departmental BI/BA and enterprise BI/BA, have entrenched themselves into the psyche of business analytics buyers. Both approaches bring strengths and weaknesses to the business. Unfortunately, most organizations lack the ability to move from one approach to the other with ease.
Many companies support social media sites to reach the millions of customers who actively network on their sites to communicate, publish comments and seek information. However, a major opportunity is often overlooked, which is to proactively use social media to reduce costs in their contact centers. Customer support centers are primarily reactive and rely heavily on expensive inbound telephone calls to support the needs of its customers. However, strategic use of social media sites can reach out to customers before they need to make a call and deliver value-added support for their customers.
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First Inaugural Awards Designed to Celebrate the Explorers, Pioneers, and Unsung Heroes Who Successfully Put Technology to Work
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The traditional CMO must overcome inertia and wear one or more of the four hats or roles for The Social CMO: Chief “Maintenance” Officer, Chief “Migration” Officer, Chief “Measurement” Officer, and Chief “MatrixMarketing” Officer. In our survey of 126 CMOs in the second quarter of 2011, Constellation Research uncovered the priorities for these next-generation CMOs.
After many years of moving contact center operations off-shore, either directly or through outsourcers, several companies have changed direction and are repatriating agents to onshore locations.Lower salaries and improved profit margins drove companies to off-shore locations, such as India and the Philippines but now a growing number of companies are reconsidering their decision. Bringing agents back onshore is not based on any new spirit of nationalism but on the fact that many customers complain about the quality of services received from off-shore agents.
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Unified Communications (UC) adoptions will continue to grow in NA in 2011 but future investment plans show a significant decline over the prior two years. Constellation Research partnered with Computer Economics to survey UC decision makers and found a steady growth in the adoption of UC among companies with earnings greater than fifty million dollars annually for the current year. This survey revealed a steady uptake in UC adoption from a 25% adoption rate in 2009, a 27% adoption rate in 2010 and a 34% adoption rate this year.
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Unified Communications is an enabling technology that integrates communication and collaboration applications and simplifies user access from an integrated desktop or mobile device. UC is central to building an effective communication infrastructure and links disparate and disconnected applications with common reporting and administration across the platform.
Last week at Dreamforce, Marc Benioff spent 2.5 hours of the opening keynote extolling the virtues of Chatter. A life-size iPad showcased the ease of collaborating on sales deals and other work. And, even more telling, a number of technology … Continue reading →
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With traditional performance processes under fire, but continued pressure to deliver a vehicle for measurement and feedback, leading organizations have incorporated calibration into the process. If done right, calibration can not only improve the value of reviews today, but create a foundation for business-centric performance management going forward. However, if done wrong, calibration only serves to exacerbate the complaints and frustrations of the business. Based on interviews with more than twenty organizations, this best practice report lays out the best methods for creating and running successful calibration sessions.
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This Social Business research report examines the overall vendor landscape, provides insights into early adopter trends, applies the Constellation’s DEEPR technology adoption framework, and highlights best practices in social business adoption.
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As HR organizations look to transform their performance management practice from an after-the-fact forced documentation to a driver of business outcomes, calibration can not only improve the perceived fairness of today’s process, but raise the value of performance management to the business.
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The arrival of the iPad initiated a phase-change akin to the mini-computer and the mainframe, the PC and the mini-computer, and client/server and host-based computing. “Good tablets” – not the sort that preceded the iPad – are increasingly opening up new ways of working, expanding the means of delivery of both applications and data, and introducing a level of integrated convenience that previously was absent. IT is already pushing back.
Time tracking has always been at the forefront of the internet of things – from the early days of punch cards fed to a mainframe to more recent advancements such as interactive voice response and biometric devices. How do advancements in SoLoMo technology open up even further possibilities?
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Recent weather events, such as earthquakes, floods, and fires remind organizations that they need an effective way of reaching employees with status updates and instructions on what actions to take during an emergency. This requires that every organization include in its disaster recovery plan an automated way to reach out to its employees. Organizations can deploy automated outreach through hosted providers, such as MIR3, SoundBite and Varolii and several other providers.
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