SAP's abrupt announcement that golden boy Shai Agassi was leaving the company last week hit like a proverbial ton of bricks. The initial announcement said all the right things about Agassi wanting to pursue other options, and board chairman Hasso Plattner made the usual remarks about still being fr...
I am still thinking about SAP's announcement last week that it would invest in a new business model to bring its new SOA mid-market products to the market place. I thought it was a significant enough announcement that I wanted to offer an opinion on it right away, which is why I did a piece last wee...
I always chafe at the saying, "The proof is in the pudding" in part because it is a truncation of a longer phrase, but mostly because it means nothing by itself. "The proof of the pudding is in the eating" is how the phrase really goes, and it is the one thing that came to mind when I heard about SA...
Salesforce.com is having a good year this quarter. That's not a typo, the company seems to be announcing a year's worth of new products in a very short time, though delivery for some of the announcements might stretch out to this time next year. This week, Salesforce announced what I think of as t...
Salesforce.com made another announcement this week. This time they have announced a new integration facility that is based in part on the announced, but as yet undelivered, Apex programming language. Not to quibble, Salesforce has had a good year but it is slowly beginning to get into a futures gam...
You have to take your hat off to Salesforce.com, I think. Last week's earnings call was a thing of beauty. It was the kind of thing that I bet every entrepreneur must dream of doing someday -- reporting to the investors on a great quarter for their newly public company. It wasn't so long ago that...
One of the benefits from the explosion of sales effectiveness solutions has been the effect on the marketing process. For too long, selling was regarded as a pseudo science while marketing was regarded as an art that needed to be tightly controlled to prevent waste. So it was no surprise to hear d...
Digital dashboards for the corporate world usually employ the typical "green light, yellow light, red light" motif, giving you an at-a-glance view of the company's bottom line (except, of course, for the color-blind -- like myself). However, the Holy Grail for metric gazers is not where the busines...
You have to give credit where it is due, and today that means kudos to Oracle. More than 40,000 customers, analysts, press and others have converged this week in San Francisco for Oracle Open World, the annual user conference. It is mind-boggling to think that the 40,000 people in San Francisco re...
I keep thinking about the idea of this incubator that Salesforce.com is launching. As you know, I am a student of inflection points and I think the incubator potentially represents a very big one. There is a popular trend in economics to look at economic systems on the same plane as living ecosyste...
In considering whether or how to reorganize customer service and back-office functions offshore, the option to open a captive subsidiary service center may not receive full consideration in comparison to outsourcing options. Here we look at the case for Western companies to establish their own dedi...
Someone recently asked me who I thought was ahead in the on-demand market. That's a hard one. As far as I am concerned, there are no right answers to a question like that, and though seemingly innocuous, it raises more questions than I can answer. For starters, I don't even think it is a single ma...
I had my annual meeting with my friends at Walker Information the other day when they were in Boston talking about their latest report. I have written about Walker before, and it gives me pleasure to do so again -- and to point out that I have no business relationship with them; I just like what th...
Friends in the call center software industry are telling me that they've noticed a decided pickup in their business. What's interesting about that tidbit is that these people are also saying that the interest is in on-demand solutions and that opens a lot of topics for discussion. For example, we ...
The service revolution in CRM -- and, in fact, throughout customer-facing strategies -- is well underway in many companies. The reason the remainder of the industry doesn't see it yet is because many CRM vendors' responses to the revolution are so slow that they make lagging economic indicators loo...
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CX Center Stage at Oracle CloudWorld
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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5 Ways Retailers Can Sell More Online With a Personal Touch
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Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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Subscription Sales Spur Superior Selling
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Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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The Price Retailers Pay for Flawed Product Information
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AI Is Already at a Tipping Point
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