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CPQ's Challenge
March 31, 2016
Virtually every CPQ -- configuration, price and quote -- software vendor on the planet has a credible solution for the processes from which the category gets its name. That's the good news. Unfortunately, the world has moved on. Most CPQ is effective for helping promote transactions, especially the sales transaction, in which a buyer or buying entity makes a one-time purchase of a bill of goods.
Commoditizing Software
March 24, 2016
For more than 50 years, the IT industry has followed a well-known script associated with emerging and evolving paradigms: First a product or category is introduced, then it gains wide acceptance (or dies on the vine), followed by a long period when vendors and customers seek out more efficient ways to produce the thing. Ultimately, the category becomes so important that all must have it.
GoDaddy Offers Small Businesses a Place in the Cloud
March 23, 2016
GoDaddy on Monday launched a pay-as-you-go cloud platform along with applications powered by Bitnami. The tools, Cloud Servers and Cloud Applications, are designed to help small businesses -- individual devs, tech entrepreneurs and IT professionals -- quickly build, test and scale cloud solutions. Provisioning takes 54 seconds or less, GoDaddy said.
IBM Gloves Up for Public Sector CRM Arena
March 23, 2016
IBM last week announced its acquisition of Optevia, a Software as a Service systems integrator specializing in Microsoft Dynamics CRM solutions. It will become part of IBM Global Business Services. Optevia specializes in the public sector market in the UK, where it is based. Its focus is on emergency services, central and local government, health authorities, and housing and social enterprises.
A Future Without Work?
March 17, 2016
Periodically, a blatantly silly idea gains currency, spreading throughout society, and it has one of two effects: Either it scares the heck out of people, or they become enraptured with its seeming plausibility. Last week, The New York Times published a piece set as a dialog between two economics writers, titled, "A Future Without Jobs?" I thought it fell into the silly category.
IDC Offers Insurance Companies New CRM Vision
March 16, 2016
IDC Health Insights on Monday outlined best practices for customer engagement strategies to help health insurance companies adopt a semiretail approach to interacting with members or patients. Health insurers need an integrated customer engagement strategy enabling automated interactions, shared communications, and appropriate transaction and information transparency, IDC said.
LiveOps Launches Contact Center as a Service Platform
March 10, 2016
LiveOps Cloud on Tuesday unveiled its enterprise-level CxEngage Contact Center as a Service, or CCaaS, platform. The omnichannel open framework, which was built from the ground up, integrates with standard APIs. It essentially links applications such as CRM, workforce management and business intelligence to help agents make better customer service decisions, according to the company.
Through the CRM Lens
March 9, 2016
This is delicate and I will be scrupulously neutral in these paragraphs so as to offend no one, but I thought it would be fun to attempt an interpretation of the current political climate from the perspective and sensibilities of CRM. It will be different from any other analysis you might have come across because I do not wish to discuss candidates. I am all about the customer.
Generation Customer: Defined by Attitude, Not Age
March 7, 2016
I hate the idea of chopping our population into generations: the Greatest Generation, the baby boomers, Generation X, Generation Y, millennials and so on. The assumption is that everyone born during an arbitrarily selected time period shares certain traits. It also results in people projecting ideas -- often romantic ones -- onto huge groups of people.
The Salesforce Health Cloud
March 2, 2016
Salesforce is opening a can of snakes with its new Health Cloud, which became generally available this week. Having worked in the healthcare software industry for many years in the last century, I have mixed feelings about the announcement. While I'm relieved that an innovative company is taking on healthcare software at last, part of me thinks it could be a long and expensive slog.
Mining the Customer Base
February 24, 2016
One of the biases inherent in CRM is its orientation toward new business. This might sound strange to most people, but really, I think of it as the startup echo chamber. It's a bias in part because CRM was invented by new companies for new companies. However, the "C" part, customer, involves more than simply acquiring new ones, especially for established companies.
The Right Sales Technology Buys Time to Turn B Players Into A Players
February 24, 2016
In sales, A-B-C does not simply refer to the Alec Baldwin scene in "Glengarry Glen Ross." It's the system that sales managers (and salespeople themselves) use to categorize performance. A players smash their quotas on a regular basis; B players battle to deliver results, and usually do; C players have a history of missed objectives and should consider work in another field.
Twitter Puts Some Eggs in Customer Service Basket
February 22, 2016
Twitter last week announced two tools designed to help businesses improve their customer service capabilities. One product would allow users to move from sending companies tweets to using Direct Messages, according to product manager Ian Cairns. Companies will be able to embed on their sites a Direct Messages link that would allow customers to send information directly.
February 17, 2016
I was gobsmacked when I read this in Robert Gordon's The Rise and Fall of American Growth: The U.S. Standard of Living Since the Civil War: "Electric light, the first reliable internal combustion engine, and wireless transmission ... were all invented within the same three-month period at the end of 1879." It's a book full of surprises emanating from an analysis of major inflection points.
Pegasystems Takes Customer Service Far Afield
February 12, 2016
Pegasystems has launched Pega Field Service, an application designed expressly to streamline and automate critical components of field service operations. The software's key components are a customer service dashboard and a mobile application that enables organizations to centralize distributed field service work. Pega Field Service keeps track of all aspects of the field service process.
Marketers Make Customer Experience More Personal
February 11, 2016
Marketers this year will ramp up their efforts at personalization, getting a 360-degree view of customers and improving the customer experience, and they will leverage multiple strategies, tools and solutions to do so, a study released Tuesday by the CMO Council found. Deploying digital analytics and life cycle management tools will take the lead, followed by personalization platforms.
Birth of the Modern
February 5, 2016
Nearly every generation sees the birth of what, for it, will define modern life going forward. As uncertain as the twenty-teens have been, in retrospect economists may point to this decade as being as important as the tipping points of the 1870s and 1920s. If so, there may be no better event to symbolize the beginning of the era than the Salesforce fiscal-year kick-off this week.
Why Is Sales-Marketing Alignment Getting Worse?
February 1, 2016
We're almost a quarter century removed from the coining of the phrase "sales and marketing alignment." Businesses have been wrestling with the idea of coordinating two teams of people with different skill sets, ideas and goals since the emergence of marketing as a profession. Meanwhile, business leaders often cite the need to use data to unite sales and marketing around a single mission.
An Idea Whose Time Has Come... Again
January 27, 2016
Whether you call it "industry CRM," "vertical CRM" or something else, the concept is gaining altitude. Not that it's new or ever been gone, but today's vertical CRM is different -- a constellation of quantitatively and qualitatively different and better CRM solutions than we've ever seen. Vendors like Veeva, Vlocity and Salesforce are getting into the act.
The Top 20 CRM Blogs of 2015, Part 2: The Top 10
January 25, 2016
Almost a decade ago, the first edition of this list was tough to compile. There simply weren't that many CRM blogs that were consistent (we set the annual minimum number of posts at eight), vendor-agnostic and -- most important of all -- high quality. That number has increased over the years, but one interesting phenomenon has been that the people at the top have held onto their spots.
Cloud Research
January 20, 2016
Last year, uber-analyst Esteban Kolsky and I did a research project to better understand cloud computing's uptake and related issues, and last week Financial Force, our sponsor, made the results public. The findings are interesting to me because they reveal a more or less typical adoption cycle for cloud, by which I mean that some of the downstream effects are only gradually becoming apparent.
Demandware Teams With eBay on Omnichannel E-Commerce Solution
January 19, 2016
Demandware and eBay Enterprise on Monday announced an alliance to develop a fully enabled omnichannel commerce solution that will provide integrated access to Demandware's Commerce Cloud platform and eBay Enterprise's suite of back-end and fulfillment technologies and services. The solution will let clients significantly reduce the complexity of managing their front- and back-end systems.
The Top 20 CRM Blogs of 2015: Part 1
January 15, 2016
What makes a great CRM blog? Generally, the same things that make a great CRM implementation: good planning, thoughtful responses to a changing market, consistent posting (the "adoption" part of blogging), the right technology, and people with the right personality. It's the classic "people, processes and technology" trilogy, really. The blogs that made our annual list of the best blogs and bloggers are one in a million.
Vendor of the Future
January 13, 2016
I spent part of last week listening to presentations about the customer of the future, and of course it made me think. As usual, I didn't think in a straight line. As you've heard from me before, customers are still the human beings that walked out of the ice age 10,000 years ago or even the Cro-Magnons of 35,000 years ago. It takes geologic time to observe changes in a species.
FordPass Aims to Engage Customers on Their Terms
January 12, 2016
Ford on Monday announced FordPass, a platform focusing on enhancing the customer experience. FordPass includes a Marketplace offering mobility services; 24x7 access to FordGuides, which are personal assistants to help customers with mobility challenges; membership loyalty rewards; and FordHubs -- select stores that let customers experience Ford's latest innovations.
The Cloud Complexity Challenge
January 12, 2016
Growing acceptance of cloud computing quickly is becoming a double-edged sword for the leading players in the SaaS, PaaS and IaaS marketplaces. As a broader set of customers adopts cloud-first strategies, even the biggest cloud players are being challenged to scale their operations to keep pace with escalating customer demands without becoming too complex.
Loyalty and Engagement
January 6, 2016
I've been trying to analyze modern rewards programs and customer loyalty recently for a project. It's a complex issue and so it is tricky to tease apart -- nothing like trying to defuse a bomb, but intellectually challenging for sure. At the heart of the issue is a body of research that says rewards, as currently configured, don't work in the ways we want.
CRM Predictions: Spotting the Critical Connections
December 22, 2015
At this time of the year, there's a clamoring among the business publishing class for predictions. That is partly because prediction stories are considered easy to write, and once they're done the staff can go celebrate the holidays while their publication continues to deliver content. However, having written a lot of prediction stories in the past, I can tell you that they are not easy to write.
CRM to Get Emotional in 2016
December 17, 2015
Temkin Group on Tuesday predicted 2016 will be the year of emotion. That's one of 11 customer experience trends to watch for in the coming year, managing partner Bruce Temkin wrote in a blog post. "Emotion is the component of customer experience that has the largest impact on loyalty, but it is also the area where companies are least adept and often seemingly ignore," he wrote.
Year-End Intelligence
December 16, 2015
There's always an aphorism about Santa, stockings and year-end funding news, but I am tired of them so I'll let you imagine one. However, the funding news is so good from so many sources that I thought it worthwhile to mention a few items -- there are patterns emerging. First, Salesforce bought MinHash. That's not a funding event proper, but it does provide some modicum of cash to the founders.
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Red: A deadly cyberwar will occur -- It's when, not if.
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