Wednesday - May 14, 2008
I sometimes forget about the fact that people are trying to do business and that their business is top of mind -- not CRM. That point was brought home to me last week when I was on-site with a client. I won't give too many details, but the company has no CRM per se, just some spreadsheets they use for forecasting, a customer database shared with ERP and a few other databases written in a PC programming tool. The company is growing like a weed, and though CRM once looked out of sight for them, it now looks like a necessity.
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Wednesday - April 30, 2008
This is one of my favorite times of year because it's announcement season, the time when all sorts of vendors book briefings to tell me about what's new in their worlds. It has been a busy couple of weeks, and I expect the briefing deluge to continue for the rest of the quarter. I love this because I have a ringside seat to what's happening.
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Monday - April 28, 2008
Combining in-memory data management, visual analytics, social networking and rich Internet applications, Software as a Service and open source software development, companies such as Advizor Solutions, Fractal Edge, Greenplum, LucidEra and others are filling what was an open niche in the BI marketplace, Gartner's BI research team has found.
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Wednesday - April 23, 2008
Salesforce's announcement that it would partner with Google to integrate and deliver Google Applications said more about the software industry today than it said about either company or even about the propensity of software makers to deliver Software as a Service. The software industry, like many others before it, has always had a tendency toward bigness.
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Thursday - April 17, 2008
They may be still waiting for the first signs of the much advertised recession in the Bay Area. Everything I see here, especially this week, points to growth and all that goes with it. Multiple people have come up to me, phoned or e-mailed seeking introductions or support as they confess to having itchy feet or the promise of some capital to start a business.
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Friday - April 4, 2008
Integrating systems pays when it comes to serving customers, yet it took a project one of my students is working on to show how dramatically it saves lives as well. This concept hit home when one of my students from Indonesia brought in the data set he is going to use for his dissertation.
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Thursday - April 3, 2008
In recent years, First Call Resolution has emerged as a critical element for contact centers looking to become more customer centric. The FCR metric focuses on how well a contact center handles customer requests the first time, and most organizations agree that it is the only true metric that delivers a clear measurement of their effectiveness and customer satisfaction level.
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Wednesday - April 2, 2008
Active is much better than passive in most things, not just CRM. In writing, I am constantly reminded to write in the active voice because active voice is terse, to the point and more intelligible. Passive voice takes perfectly good sentences and turns them into gobbledygook.
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Wednesday - March 26, 2008
Sometime between Groundhog Day and the Final Four each year, we try to publish a short report that showcases some of the brightest emerging companies in front-office computing. We call it the "WizKids Report," and we present the companies in the report with a small award. At times, companies who have felt they deserved the recognition of a WizKids award but who did not receive one have referred to it as "Passover."
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Wednesday - March 26, 2008
Every year, Beagle Research Group scours the tech landscape in search of a few good companies that are developing technologies not only novel to the customer relationship management industry, but also likely to reinvent business processes in their particular niches.
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Thursday - March 20, 2008
Retailers in Japan and South Korea have been using image capture technology for several years now, and with the growing base of smartphones, companies in the U.S. are rolling out a wide range of new mobile applications, including some that use interactive digital symbols captured in photos to provide customers with product information, prices and incentives on the spot.
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