customer experience management
By R "Ray" Wang on February 12, 2013
Behance Empowers The Creative Cloud To Make Ideas Happen On December 20th, 2012, Silicon Valley based Adobe Systems announced the $150M USD acquisition of Behance, a digital portfolio and community site for creative professionals. Founded in 2006, the SoHo, New York based company raised 6.5M in May 2012 from Union Square Ventures prior to the [...]
Posted in Business | Tagged acquisition, acquisitions, adobe, Behance, Cloud, Cloud Computing, Cloud options, CMO, Constellation Research, creative class, Customer Experience, customer experience management, digital marketing, Digital Marketing Transformation, enterprise applications, enterprise apps, Enterprise apps strategy, innovation, mergers, Mergers And Acquisitions, News Analysis, R "Ray" Wang;, rwang0, social business, Social Business Software, social technologies, Software Insider, SoftwareInsider, vendor strategy |
By R "Ray" Wang on December 3, 2012
Pace of Innovation Exceeds Ability To Consume Rapid innovation, flexible deployment options, and easy consumption models create favorable conditions for the proliferation of disruptive technology. In fact, convergence in the five pillars of enterprise disruption (i.e. social, mobile, cloud, big data, and unified communications), has led to new innovations and opportunities to apply disruptive technologies [...]
Posted in Trends & Concepts | Tagged #techoptimization, adoption, analytics, Apps Strategy, best practices, Big Data, BigData, Business Analytics, Business Outcomes, business strategy, change, Change Management, Cloud, Cloud Computing, CoIT, CoIT and the New CSuite, Constellation Research, Constellation SuperNova Awards, Consumer Tech, Consumerization of IT, Corporate Digital Divide, Corporate Strategy, Corporate Vision, Corporate Vision And Strategy, customer engagement, Customer Experience, customer experience management, Data to Decisions, Data2Decisions, Digital Divide, digital marketing, Digital Marketing Transformation, disruptive, Disruptive Tech Life Cycle, disruptive technologies, Disruptive technology, enterprise, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise class, enterprise software, future, future of business, future of work, innovation, innovation insights, innovation labs, management strategy, Monday's Musings, next gen cio, next gen CIO's, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, next gen enterprise, next gen IT leaders, next generation, Next generation apps, organizational strategy, outcome focused, People to People, public cloud, R "Ray" Wang;, rwang0, SaaS, socbiz, social business, Social Enterprise, Social Media, social technologies, Software Insider, SoftwareInsider, technology adoption, technology budgets, Technology Optimization, User Experience, ux |
By R "Ray" Wang on August 14, 2012
CRM Continues To Evolve In A World Of Engagement The CRM industry’s major non-vendor customer focused event kicked off at the Marriott Marquis in New York from August 13th to 15th. Conversations with prospects and practitioners at the event highlighted a few emerging trends: Shift from transaction to engagement. CRM traditionally focused mostly on the [...]
Posted in Trends & Concepts | Tagged Apps Strategy, B2B, B2B E-commerce, B2C, B2C E-commerce, best of breed, best practices, brand, Business Analytics, Business process management, CCM, cdi, CEP, Change Management, Chief Customer Officer, Chief Marketing Officer, Chief Sales Officer, Chief Service Officer, Cloud, Cloud Computing, cloud integration, Cloud options, CMO, complex event processing, Constellation Research, Consumer Tech, Consumerization of IT, Corporate Strategy, CRM, CRM Magazine, customer data integration, customer engagement, Customer Experience, customer experience management, Customer Hubs, customer relationship management, customer relationship management (CRM), customer service, customer service; -business, Customer Support, CXP, Engage, engagement, Engagement Apps, enterprise, enterprise applications, enterprise apps, event report, R "Ray" Wang;, rwang0, Software Insider, SoftwareInsider |
By R "Ray" Wang on July 25, 2012
The Real-Time Hype Is Filled With Flaws The hype around big data, social media, and mobility has many folks imagining the real-time enterprise in the future of work, next generation customer experiences, matrix commerce, or the data to decisions journey. While real-time theoretically leads to quicker information and faster response times, the reality requires closer [...]
Posted in Trends & Concepts | Tagged Business Analytics, business intelligence, customer engagement, Customer Experience, customer experience management, Decision Services, disruptive technologies, Disruptive technology, Engage, engagement, Engagement Apps, Enterprise 2.0, enterprise software, enterprise strategy, From Transaction To Engagement, future of work, R "Ray" Wang;, rwang0, socbiz, social business, Social Business Software, social business strategist, social commerce, Social CRM, social customer insights, Social Enterprise, social enterprise apps, Social Media, social support, Software Insider, SoftwareInsider, Tuesday's Tip |
By R "Ray" Wang on May 21, 2012
Social Media Moves From Ubiquitous Usage To Relevant Rationalization Have we hit a social media plateau? In recent client conversations on usage of social media, the trendsetters appear to be “socialed out”. Most early adopters seem to be overwhelmed with their personal (Facebook, Google+), corporate (Yammer, Jive, Chatter, SharePoint), and professional (LinkedIn) social networks. In [...]
Posted in Trends & Concepts | Tagged adoption, Apps Strategy, business drivers, business impact, business strategy, business technology, business value, Chief information officer, Chief Marketing Officer, Chief People Officer, CHRO, CIO, CMO, customer engagement, Customer Experience, customer experience management, customer relationship management, disruptive, Disruptive Tech Life Cycle, disruptive technologies, Disruptive technology, engagement, Engagement Apps, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, Enterprise Business Apps Vendors, enterprise class, Facebook, google, GooglePlus, Linked In, linkedin, Monday's Musings, R "Ray" Wang;, rwang0, socbiz, social analytics, social business, Social Business Software, social business strategist, Social CRM, social customer insights, Social Enterprise, social enterprise apps, social marketing insights, Social Media, social media monitoring, social sales insights, social service, social support, social support insights, Software Insider, SoftwareInsider |
By R "Ray" Wang on May 9, 2012
Lithium Technologies Shows Continued Customer Momentum And Success In Social Marketing And Support To the tune of 500 customers and prospects, Lithium kicked off LiNC on May 2nd, 2012, at the always stunning Intercontinental Hotel in San Francisco. Compared to previous years, the audience was not only bigger, but also more experienced and energized. Rob [...]
Posted in Business | Tagged Chief Customer Officer, Chief Marketing Officer, CIO, Cloud, Cloud Computing, Cloud options, CMO, Constellation Research, customer engagement, Customer Experience, customer experience management, customer relationship management, customer relationship management (CRM), customer service, Customer Support, CXP, disruptive, disruptive technologies, Disruptive technology, Enterprise 2.0, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise class, enterprise software, enterprise strategy, event report, Intercontinental Hotel, lithium, Lithium Technologies, Lyle Fong, R "Ray" Wang;, Rob Tarkoff, rwang0, SCRM, socbiz, social business, Social Business Software, Social CRM, social customer insights, social marketing insights, social media monitoring, social service, social support, Software Vendors, user conference, user event, vendor events |
By R "Ray" Wang on April 25, 2012
Acquisition Brings A Proven Multi-Channel Cloud Based Service Offering To The Growing Mid-market Sunnyvale, CA based KANA announced on April 24, 2012 it’s acquisition of Netherlands based Trinicom, a multichannel, customer contact software provider serving over 200 companies in the BeNeLux market. Trinicom’s flagship T5 all-in solutions addresses multichannel customer service through email response management, [...]
Posted in Technology / Software | Tagged Accel-KKR, acquisition, acquisitions, Apps Strategy, Chief Customer Officer, Chief Marketing Officer, CIO, Cloud, Cloud Computing, Cloud options, CMO, CoIT, Constellation Research, Consumerization of IT, CRM, customer engagement, Customer Experience, customer experience management, customer relationship management, customer relationship management (CRM), customer service, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise software, enterprise strategy, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, next gen enterprise, Next generation apps, NextGen, NextGenCXP, R "Ray" Wang;, rwang0, SaaS, SaaS strategies, software as a service, Software Insider, SoftwareInsider, Trinicom, vendor strategy |
By R "Ray" Wang on March 8, 2012
Forward And Commentary CMO’s seeking to avoid the desensitization that comes with the adoption of new media will want to quickly deploy the Five C’s of Customer Engagement. A. Introduction Social media effectiveness for brands and enterprises will rapidly mirror the trends that email and web sites experienced during the late 1990′s to early 2000′s. [...]
Posted in Business | Tagged Apps Strategy, B2B, B2B E-commerce, B2C, B2C E-commerce, Chief Marketing Officer, CMO, Constellation Research, CRM, customer engagement, Customer Experience, customer experience management, CXP, E-Commerce, E-commerce survey, early adoptions, Enterprise apps strategy, marketing, marketing agencies, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, Next Generation Customer Experience, NextGen, NextGenCXP, Quark Summary, Quarks, R "Ray" Wang;, Research Summary, rwang0, social analytics, social business, Social Business Software, social campaign tracking, social commerce, Social CRM, social customer insights, Social Enterprise, social enterprise apps, social event management, social marketing insights, Social Media, social media monitoring, social sales insights, social service, social support, social support insights, social technologies |
By R "Ray" Wang on March 2, 2012
Multiple Respected Research Survey Results Confirm Frequent Flyer Observations It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in. Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have [...]
Posted in Business, Featured Posts | Tagged airlines, Arrogant CEOs, Atmosphere Research, Bruce Temkin, CEO, Constellation Research, Continental, Customer Experience, customer experience management, CXP, Failures, From First To Worst, From Worst To First, Henry Harteveldt, Jeff Smisek, Next Gen Customer Experience, R "Ray" Wang;, rwang0, social business, Social CRM, Social Enterprise, Social Media, social media monitoring, social service, social technologies, socialytics, Temkin Group, travel, United, United Airlines, United Holdings |
By R "Ray" Wang on February 14, 2012
As with any maturing product category, CRM applications have evolved over time from point applications to best of breed solutions to end-to-end suites. This report examines some common styles of modernization as CRM emerges from the systems of transaction era to the systems of engagement era and beyond.
Posted in Business, Featured Posts | Tagged #techoptimization, Apps Strategy, best practices, business technology, business value, business value framework, BVF, Chief Customer Officer, Chief Marketing Officer, Chief Sales Officer, CIO, CMO, Constellation Research, CRM, Customer Experience, customer experience management, customer service, CXP, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise software, enterprise strategy, MIcrosoft Dynamics CRM, next generation, Next generation apps, Next Generation Customer Experience, NextGen, NextGenCXP, Oracle CRM On Demand, Oracle Siebel, R "Ray" Wang;, Research Summary, salesforce.com, SAP CRM, siebel, Siebel Systems, socbiz, social business, Social CRM, Technology Optimization |
