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Denis Pombriant
Social Marketing Grows Up
02/23/17 3:56 PM PT | CRM Buyer | 714 Words

For an article that lands on the social marketer like a proverbial ton of bricks, check out "What's the Value of...

Denis Pombriant
Oracle's DB Dilemma
02/17/17 10:00 AM PT | CRM Buyer | 985 Words

Seeking Alpha is an online outfit that offers investors good research and analysis on tech vendors, and it is especially well...

Denis Pombriant
Output vs. Outcomes
02/14/17 2:20 PM PT | CRM Buyer | 817 Words

I got a wakeup call from reading "You Need to Manage Digital Projects for Outcomes, Not Outputs," a Harvard Business Review...

Denis Pombriant
Tech Industry Gets Political
01/31/17 2:45 PM PT | CRM Buyer | 667 Words

In the last decade or so, the tech industry has become increasingly political, which is different from being politicized. If I...

Denis Pombriant
Oracle's Important Little Acquisition
01/23/17 4:08 PM PT | CRM Buyer | 503 Words

Oracle last week announced the acquisition of Apiary, a small company that tucks into its product line and will not...

Denis Pombriant
Adaptive Intelligent Applications
01/18/17 5:00 AM PT | CRM Buyer | 732 Words

At OpenWorld, Oracle jumped into the artificial intelligence and machine learning space for its customer experience products (aka customer relationship management)...

Denis Pombriant
Oracle's Cloud Strategy: A Fine Balance
01/11/17 3:24 PM PT | CRM Buyer | 932 Words

Oracle recently held a call for analysts to discuss its results for the last quarter, and there were multiple bright...

Denis Pombriant
Customer Service Takes a Turn
01/04/17 3:17 PM PT | CRM Buyer | 625 Words

There's an interesting article about customer service agents in the latest Harvard Business Review , authored by Matthew Dixon and associates...

Denis Pombriant
Looking Forward
12/13/16 10:26 AM PT | CRM Buyer | 836 Words

Traditionally in this year-end piece, I peer into my cloudy crystal ball and forecast the year ahead in CRM . Sometimes...

Denis Pombriant
2016: The Year in Review
12/06/16 11:45 AM PT | CRM Buyer | 792 Words

This year will go down as an important turning point in CRM . For the last decade and a half, we've...

Denis Pombriant
Qualitative Data - the Other Stuff
12/02/16 10:03 AM PT | CRM Buyer | 797 Words

We've become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue...

Denis Pombriant
Fact-Checking Social Content
12/01/16 5:00 AM PT | CRM Buyer | 440 Words

An opinion piece published this week in The New York Times gets something exactly wrong. In " Facebook Shouldn't Fact-Check ,"...

Denis Pombriant
Service in the IoT Era
11/29/16 5:00 AM PT | CRM Buyer | 715 Words

Oracle recently announced a new connection between its Service and IoT clouds. That makes total sense to me. I bet...

Christopher J. Bucholtz
Top CRM Blogs of 2016: Countdown, Part 2
01/24/17 3:22 PM PT | CRM Buyer | 2487 Words

Beagle Research
From trade shows to the presidential election, from artificial intelligence to acquisitions, Denis Pombriant's Beagle Research blog free-associates across the entire spectrum of customer relationships, customer experiences, and their impact on the business world and beyond. (Denis also makes...

Richard Adhikari
Salesforce Releases Texting Customer Service Chatbot
12/14/16 11:31 AM PT | CRM Buyer | 593 Words

However, chatbots "only do part of the job," remarked Denis Pombriant, principal at Beagle Research.

"At some point, you'll need to involve humans to do what machines or bots still can't," he told CRM Buyer.

LiveMessage both uses chatbots and...

Richard Adhikari
Clarabridge Delivers Retail Banking Package
01/17/17 1:13 PM PT | CRM Buyer | 552 Words

Both Salesforce and Microsoft Dynamics released their platforms for retail banking back in 2014, and "each of these larger companies has put a lot of investment into banking," noted Denis Pombriant, principal at Beagle Research.

"And don't forget Vlocity, a Salesforce partner,"...

Denis Pombriant
Beginning of a Paradigm
09/04/14 8:40 PM PT | CRM Buyer | 927 Words

I've been following the wearables space with great interest over the last year, from the first steps of products like Fitbit...

Denis Pombriant
Customer Experience Guru Joe Pine: Authenticity Is the New Quality
01/09/08 4:00 AM PT | CRM Buyer | 2044 Words

Denis Pombriant: You and your writing partner James Gilmore have been responsible for introducing some important ideas into the business world, like mass customization and the experience economy. How do you come up with ideas like that?

Joe Pine: Basically, we...

Denis Pombriant
'Well, I Am a Systems Guy'
12/15/10 5:00 AM PT | CRM Buyer | 909 Words

Denis Pombriant interviewed by John Taschek at Dreamforce.

Of Clouds and Forces
Nonetheless, if you look at the now eight clouds you are likely to miss -- or underestimate --...

Denis Pombriant
The On-Demand Call Center
08/30/06 4:00 AM PT | CRM Buyer | 1060 Words

Listen to Denis Pombriant (6:30 minutes)
Having the technology and the business model was not enough, however, especially in this market, because once a company made the big call center investment, it had to make the investment work out -- and...

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