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SAN FRANCISCO -- August 19, 2013, Constellation Research, Inc.
Press Release
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Pragmatic Advice on How to Get Started on Your Social Business InitiativesDownload the report snapshotIn Constellation’s recent 2013 survey of 237 social business adopters, more than a majority (57.8 percent) of the market leaders and fast follower respondents had moved from experimentation to scaling social business initiatives to match demand. This trend signifies the successful growth of social business across a number of use cases.With over 50 use cases identified in the survey, organizations now have defined entry points to begin social business initiatives. Consequently, many businesses can learn from the experience of market leaders and fast followers. Constellation has curated eight mega-use cases for social business that cover key business processes.
Constellation Research, Inc. today announced the publication of "Demystifying Social Business: Optimizing the Issue to Resolution Process (Support and Service)” by Constellation Principal Analyst and CEO, R “Ray” Wang. This research report provides pragmatic advice on how organizations should get started on their social business initiatives for service and support teams.
Analyst Blog
Citrix (NASDAQ: CTXS) continues to successfully launch and manage products in the areas of cloud, desktop, mobile and networking, reporting net revenue of $730M for their latest quarter (Q2, 2013), up 19% from Q2, 2012. Product license revenue is up 21% from Q2, 2012 to $227M for the latest quarter as well. In the interest of full disclosure, I have never held a position in Citrix stock and do not today, and they have never been a client.
Analyst Blog
The Big Data hype engine rolls on but nothing ever gets any clearer. Let’s be serious, NASA has been playing with ‘lots and lots’ of data since the time of the Moon launches but it was just data back then, and now all of a sudden it’s this big concern for the CIO ? Of course what comes with a fancy new industry vertical is a fancy new job title to come with it; the Data Scientist.
According to yet another survey this time by NewVantage, 70% of organisations surveyed plan to hire Data Scientists, and 100% of them said it’s “somewhat challenging” to hire a competent one. But just what is a Data Scientist anyway?
Analyst Blog
Peter Schoof, Managing Editor of BPM.com, one of the largest Business Process Management resources on the web recently interviewed me on my recent appointment as Chief Evangelist at Software AG, my outlook on the BPM industry overall and the forces at work.
Analyst Blog
Over the past few weeks many have discussed the state of old media. Since Jeff Bezos announcement to buy the Washington Post, the theories have run wild. I thought I'd add to the analysis with a different point of view.
Analyst Blog
The job of Chief Information Officer has never exactly been easy. But massive disruptions in business models, technology, and the work force have been throwing up massive new challenges for CIOs and other technology leaders.
Analyst Blog
As a social media user, I expect a brand to hear what I have to say and respond to my questions that I ask via social channels. While I may receive a response, it most likely came from an stand-alone response team that is separated from the overall customer support organization. If I ask a phone service representative the same question, it is highly likely that the representative does not know that I posted this question on the company’s Facebook page or on its Twitter site. Isolated social channels often result in different responses given for the same question on traditional voice and web channels. Social channels offer a great opportunity to gain a deeper understanding of customers’ interests and behaviors and this information needs to be accessible from the customer data base.
Analyst Blog
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