Michael Fauscette
Enterprise software analyst, blogger, author, speaker and executive at IDC focused on emerging trends in the enterprise, which currently includes social, mobile, cloud and the networked business. Formerly a software executive at a wide range of software vendors including Autodesk, PeopleSoft and MRO, Inc and three silicon valley software startups, I moved to the analyst side in 2006. The group I lead at IDC covers CRM, EA, PPM, PLM, SCM, cloud and SaaS, pricing and licensing, and software partners, channels and alliances. Frequently quoted by the press on topics related to enterprise software, social business, enterprise mobility, cloud computing and other emerging enterprise trends. My IDC Profile.
Building a Customer Experience Strategy
This sounds like an ambitious post and I guess it is, but let me say up front that there is no “one size fits all” answer to how to build a customer experience strategy. There are though, some things that you should consider and some tips that are working for some of my clients. What [...]
Is there value in enterprise gamification? Part Three
In part one of this series we looked at gamification and built some understanding on what it is, and is not. In part two we look at the areas of business that could benefit from using gamification and now, in part three we’ll look at a few customer stories to get a better understanding of [...]
Is there value in enterprise gamification? – Part Two
In part one of this post we looked at what enterprise gamification is and some of the methods and techniques that can be used. In this post I am focusing on what types of things you can actually do with…
Is There Value in Enterprise Gamification? – Part One
Over the next few posts I’ll explore the growing use of enterprise gamification. I became interested in the topic after an interesting keynote at IBM Connect this year by Jane McGonagal, author of the book ‘Reality is Broken: Why games make us better and how they can change the world”. I have to admit that [...]
Technology and the Effective Marketer (Part 3)
In part three of this series I’ll focus on customer intelligence driven marketing and the proper use of data. In the “information economy,” data is created at an unbelievable pace, but to make some reasonable business use of that data is challenging. The concept of being a data driven business isn’t new, but there are [...]
Technology and the Effective Marketer (Part Two)
In part two of this series I’ll focus on the comprehensive marketing technology solution and then in part 3 we’ll look at customer intelligence driven marketing, the customer data value chain and the technology that underpins that approach. One of…
Technology and the Effective Marketer (Part One)
Marketing, more than most business functions, has seen a great deal of disruption and change over the past several years, fueled by the Internet, the social web, social media and social networks. The dramatic change in customer / prospect expectations…
ITization of Consumers
There continues to be a lot of discussion of the trend that’s sometimes called consumerization of IT. I wrote about it here, and to summarize that post, I think the trend is really about two things, changing expectations and the source of tech innovation. That’s may be an oversimplification, but I think it at least [...]
Productivity
Around the world of social software, particularly enterprise social networks (ESN), the discussion of value always gets back to a discussion of worker productivity. It’s a logical point of focus of course, I mean ESNs should increase productivity through reducing time to find correct information or expert(s); by reducing push email through a pull – [...]
Social Business Predictions for 2013
This year, for the first time, the IDC social business team produced a set of top ten predictions for social business as a part of the annual predictions cycle. We’re holding a webinar at noon ET today to discuss them,…
