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Monday’s Musings: The Controversy Surrounding Gartner’s CRM Market Share...
The Gartner Market Share Analysis:CRM Software Report Raises Questions On Accuracy of Market Sizing Reports The recent Gartner report “Market Share Analysis: Customer Relationship Management Software,...
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News Analysis: Kana Express 13 Addresses Omni-Channel Customer Service for...
Just 14 months after announcing the acquisition of Trinicom, Kana has revealed the latest release of its cloud customer service suite for the mid-market, Kana Express. Released on June 27, 2013, the...
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Research Summary And Speaker Notes: The Identity Manifesto – Why Identity Is...
Forward And Commentary Constellation Research keynoted at Ping Identity’s Cloud Identity Summit 2013 in July. Gathered in front of the Identerati, an Identity Manifesto was presented. The research...
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Event Report: CRM Evolution 2013 – Seven Trends In The Return To Digital...
Market Leaders Refocus On Digital Business and Customer Centricity The annual gathering of the industry’s top thought leaders, users, and vendors of CRM converged at the Marriott Marquis in New York...
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Event Report: Day 1 At Oracle Open World 2013: The Quest For Innovation #oow13
Past Oracle Open Worlds Have Disappointed Customers and Partners Let’s be frank. The past five years at Oracle Open World have disappointed even the faithful. The over emphasis on hardware...
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Trends: Real World Lessons In Optimizing The Customer Service Experience From...
Workshop On Optimizing Your Customer Service Experience Identifies Eight Strategies At the 2013 Kana Connect event from September 15th to 17th, 2013 in New Orleans, I had the pleasure of co-leading a...
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News Analysis: Salesforce 1 Signals Support For Digital Business at #DF13
Salesforce Seeks To Tackle Digital Business At Dreamforce Over 125,000 virtual and physical registrants descend on San Francisco the week of November 17th for Dreamforce 13, a future of technology...
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News Analysis: Sitecore Acquires Commerce Server In Quest Towards Customer...
Commerce Server Finds Its Logical Home On Wednesday November 20th, 2013, Copenhagen, Denmark based Sitecore acquired Ottawa, Canada based commerceserver.net for an undisclosed price. Originally known...
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News Analysis: Acumatica Raises $10M In Series C Funding, Aims For 1B In...
New Funding Round Fuels Road Map And Geographic Expansion On November 18th, privately held Acumatica announced Series C funding from Runa Capital and Almaz Capital. The Kirkland, WA based Acumatica,...
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Tuesday’s Tip: Seven Lessons Learned In Customer Experience Strategies During...
Every Brand Should Have A Plan For A Data Breach The confluence of centralized personally identifiable information, reliance on digital channels, ease of hacking of magnetic stripes, and the...
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News Analysis: Verint Announces Intent To Acquire Kana For $514M
Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA...
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News Analysis: Microsoft Dynamics CRM Acquires Parature For Customer Service...
Dynamics CRM Gains Key Technology and Team To Take Existing Customer Care Assets To Next Level On January 7th, 2014, The Microsoft Dynamics CRM team announced a definitive agreement to acquire...
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Event Report: Microsoft Convergence 2014 Day 1 Demonstrates Solid Momentum...
Microsoft Convergence Kicks Off In Atlanta The annual Microsoft Convergence customer event kicked off on March 4th, 2014. Far from the days of the Stampede in Fargo, North Dakota, the event shows how...
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Event Report: The Storify From #AdobeSummit
Market Leaders And Fast Followers Celebrate A Decade Of Digital Marketing Vision In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early...
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Event Report: #AdobeSummit Celebrates Digital Marketing From Creative To...
Market Leaders And Fast Followers Celebrate Over A Decade Of Digital Marketing Vision In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270...
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News Analysis: Vertical Solutions Extends Customer Experience And Field...
Vertical Solutions Partnerships Showcase Why Complex Field Service Is A Critical Glue Between ERP and CRM In Improving Customer Experience Announced March 4th, 2014 at the Microsoft Convergence event,...
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Event Report: Marketo Moves From Revenue Management To Customer Engagement...
Marketo Moves Beyond Revenue To Customer Engagement Platform A growing realization that funnels are dead again (and again) in sales, marketing, service, and commerce drives a big shift in the digital...
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Event Report: Customer Experience Management Alive and Well At Clarabridge...
Customers Celebrate Success With Customer Experience Management (CXM) Around 450 customer experience professionals gathered at the Fontainebleau Miami Beach resort at Clarabridge’s Customer...
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Research Summary: The Correct Way to Use Customer Data
My latest report, Customer Data: The Missing Link to Customer Success explains how successful organizations will utilize customer data to power their business initiatives in the digital era. Customer...
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Webinar Invite: Disrupting Digital Business – The Customer Experience Imperative
I’ve been talking about my new book Disrupting Digital Business a lot lately, and featuring key lessons here in my blog. My book tour has led to many conversations where it’s apparent that we stand at...
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Webinar Invite: Delivering on Continuity – The Future of Marketing
Marketing Begins With Continuity of Experience If you’re a regular reader of my blog, and have managed to take a look at my book, I think we can say that we’ve established that digital disruption...
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News Analysis: @Oracle Announces Agreement To Acquire Marketing Cloud A/B...
Oracle Marketing Cloud Customers Will Gain Channel Agnostic Customer Experience A/B Testing Solution Oracle announced the August 20th, 2015, agreement to acquire Maxymiser, a multivariate and A/B...
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