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Old Possum's Book of Practical Big Data
June 19, 2013
OK, the title's a cheap riff on the T.S. Elliot book of poems that inspired Cats -- but stay with me, this goes places. A big group of cats is called a "clowder." What if we could access a clowder of big data? Big Data has been taking up a big part of my conscious life lately, what with all the analytics vendors out there and so many companies trying to figure it all out.
Where CRM and BPM Meet
June 13, 2013
Pegasystems held PegaWorld in "PegOrlando" this week, and a good show it was. I have always wondered about the difference between CRM (social and otherwise) and BPM, or business process management, so I was happy to attend. Both CRM and BPM deal with the interaction between the vendor and customer, and each is involved in doing the things that make customers come back.
Bonitasoft Revs Its Execution Engine in Bonita BPM 6
June 07, 2013
It has been a busy three years for Bonitasoft. Since its launch, the company has: 1) commercialized its open source business process management technology, which it created out of the Bonita Project in the mid-2000s; 2) pulled in $28 million in venture funding; and 3) attracted some 600 customers. This week, the company hit a fourth milestone: the release of its first major upgrade.
Big Data on the Brain
June 04, 2013
I seem to be doing a lot of research and writing about Big Data this year. I am taking a lot of briefings from emerging analytics companies too, and I see it all as net good because the emphasis on data and analytics is really an emphasis on information, an economic indicator of sorts for me. The thirst for customer information tells me that more companies are working to discover new things.
Integration Plus Intelligence Equals Multichannel Campaign Success
May 23, 2013
The personality inventory known as the "Myers-Briggs Type Indicator" is premised on the idea that different people process information in different ways. Some people are verbal processors. Others are visual processors. Some people respond more strongly to images -- others to text. The most effective way to learn is to map the different learning styles to each individual's characteristic strengths.
From BI to KPIs to Benchmark Success in the Cloud
May 10, 2013
Organizations of all sizes across an assortment of industries are using a growing set of cloud analytics solutions to address their Big Data, business intelligence and data integration challenges. Escalating competitive pressures and customer expectations are forcing organizations to find new ways to tap internal and external data sources to achieve their business goals.
Tap CRM to Give Your Customers a Pleasant Surprise
May 07, 2013
So you have your CRM application in place and humming, collecting information about customers and potential customers and organizing it -- but how are you using it? Most companies pour it back into sales, marketing and support to keep feeding those machines, which is good. It's the way you realize the value from your CRM investment.
How to Ride the New Analytics Wave
April 24, 2013
I can't tell you how many emerging analytics companies have contacted me since January. Every day it seems there is another company -- smelling blood in the proverbial water -- wanting to brief me. I know why. Now that Big Data questions have transitioned from "how do we store all this stuff?" and "what's valuable in this pile?" to "how can we slice and dice this raw material," everybody wants a piece of the action.
Pegasystems App Susses Out Customers' Soft Spots
April 23, 2013
Pegasystems has rolled out the newest iteration of its marketing application. New or enhanced features include improved ability to perform real time event-triggered actions and new B2B recommendation functionality. The key to understanding this app is its name, "Next-Best-Action," said Steve Kraus, senior director of product marketing. "That is the concept behind our approach to marketing.
Doubling Down on Data
April 17, 2013
About ten years ago, I wrote a paper that predicted that analytics and social media would converge in CRM. I believed that for two reasons. First, I believed social media was inevitable, though I had no idea what form it would take. Facebook was not on my radar and had not officially launched, MySpace was something for kids, and Twitter had definitely not been invented yet.
Kana Adds Context, Subtracts Search
April 16, 2013
Kana Software on Tuesday debuted its next generation of Kana Enterprise, a multichannel customer service application with functionality for both the agent-based desktop and self-service. Its features include case management; Web self-service; mobile chat; co-browsing; social listening, analytics and community engagement; email, campaign and white mail management; and advanced knowledge management.
A Slam Dunk for College Basketball Stats
April 06, 2013
The contact page of Ken Pomeroy's website, kenpom.com, contains all the standard fare -- a disclaimer, an email address, a note for subscribers. Below that, however, there is a brief note for media members, and it's telling. It starts normal enough, with Pomeroy insisting he is happy to do interviews or help with stories and so on.
Race Against the Machine
April 03, 2013
Erik Brynjolfsson and Andrew McAfee of the MIT Center for Digital Business and the Sloan School of Management have written an interesting book for our times -- our economic times -- with an appealing metaphor that any technologist will appreciate. Race Against The Machine: How the Digital Revolution is Accelerating Innovation, Driving Productivity, and Irreversibly Transforming Employment and the Economy, is short and to the point.
CallCopy Lets Managers See What Customers Are Saying
April 01, 2013
CallCopy recently unveiled cc: Discover 5.1, an upgrade to its flagship workforce optimization suite. Many of the changes incorporated in this version were made at the behest of customers who provided feedback at the company's first annual User Conference last fall, said Patrick Hall, CMO of CallCopy. Taken as a whole, the upgraded application "provides a simple solution to solving complicated problems."
Big Data Spawns Big Ideas for Mobile CRM
March 29, 2013
If you have been thinking lately that the chief marketing officer has been driving CRM purchases more than the IT department, you're right. "This is the era of the CMO," Larry Bowden, vice president of portals and Web experience at IBM, told CRM Buyer. The reason for that is simple: The amount of information becoming available to the CMO through new technologies and Big Data offers huge potential.
Coremotives Has the Whole World in Its Plans
March 25, 2013
CoreMotives is a marketing automation platform that operates completely within Microsoft Dynamics CRM. Acquired by Silverpop about a year ago, CoreMotives remains a separate offering from its parent's flagship Engage platform, which features its own Microsoft Dynamics CRM integration. CoreMotives has been tweaking its feature set and steadily globalizing its product line since the acquisition.
KXEN's Predictive Offers Helps Agents Get Inside Customers' Heads
March 18, 2013
KXEN has launched Predictive Offers, a real-time next best action tool for customer service and call center agents, on Salesforce.com's AppExchange. The product's goal is to improve customer retention, boost upsell and cross-sell, and improve the overall customer experience by providing agents with the best recommendations for the customers they're speaking with in real time.
New IBM Lab Explores the Science of Personalization
March 15, 2013
IBM pushed deeper into the customer experience space with the launch on Thursday of its Customer Experience Lab. The lab brings together various elements of IBM's expertise, technology and staff to integrate mobile, social, cloud, Big Data and advanced analytics for its users.
The Time of a Mobile Ad's Life, Part 2
March 14, 2013
Does it matter what time of day a mobile ad is displayed? If a generation's worth of lessons learned from email marketing mean anything, the answer is... maybe. Truth is, there are coherent arguments to be made on both sides. However, as marketers intensify their aim at mobile devices, the balance is shifting to the side that believes timing matters.
Subscriptions, Social and CRM
March 13, 2013
"Who is the customer?" It's a great question, one that my managers liked to ask when I was a young sales representative. Like all great questions, it got to the meat of the matter with an economy of words that were impressive as much for their brevity as for thir meaning. The customer's identity is often far from obvious, and it's why professional sales and marketing people obsess over it.

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