Monday’s Musings: The Controversy Surrounding Gartner’s CRM Market Share Analysis
The Gartner Market Share Analysis:CRM Software Report Raises Questions On Accuracy of Market Sizing Reports The recent Gartner report “Market Share Analysis: Customer Relationship Management Software, Worldwide, 2012” has generated some controversy among the enterprise software set. The report and other reports such as these, are often used for bragging rights by vendors and for [...]
2013 CRM Market Share Update: 40% Of CRM Systems Sold Are SaaS-Based
Last year, four out of every ten CRM systems sold were SaaS-based, and the trend is accelerating. In the recent Gartner report Market Share Analysis: Customer Relationship Management Software, Worldwide, 2012 published April 18, 2013 the authors provide insights into why the worldwide CRM market experienced 12% growth in 2012, three times the average of [...]
Looking at The Future of Customer Service
The best part of my job is that I get to talk to people; lots and lots of people. I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two [...]
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,…
How Many Software Companies Monitor Their Software as Well as Tesla Monitors its Cars?
The unfolding story of how the New York Times’ negative review of the Tesla Model S may have actually been faked is a cautionary tale for software vendors. Basically, there is enough instrumentation and feedback built into the Tesla S that Elon Musk was able to “shred” the review, as Dan Frommer writes. The graphical [...]
No office, no boss, no boundaries: The Life of a Bootstrapper
I loved this CNN article that I found courtesy of Hacker News, except for the sketchy spin on loneliness. It captures some of the lifestyle I’d like to have, though I’m not there yet. I have been able to quit my day job, but I’m still low enough in six figures and busy enough with [...]
Lessons in Customer Service: I Come to Praise United, Not to Bury It
United Airlines has hardly been a paradigm of excellent customer service. Most of the time they do what could only be called a nasty job of it. However, once in awhile, in adverse circumstances, in context, they get it right and it becomes a lesson in…
Market Maker 1:1: Steve Miranda, Oracle Fusion Applications Update – The Inside Story
The Inside Story On Oracle Fusion Apps At The End of 2012 Constellation sat down with Steve Miranda, Oracle’sExecutive Vice President of Oracle Applications Product Development to discuss the state of Oracle Fusion Apps in a no-holds barred honest conversation about what’s working, what’s not, and what to look forward to in 2013. R “Ray” [...]
Gaining the Wisdom of Crowds in a Bootstrapped SaaS Company
When you’re bootstrapping a small company, sometimes it’s hard to do the things larger organizations take for granted, like making sure you’re listening well enough to your customers. On the other hand, you can take advantage of your nimble nature and the availability of some great technology to do some things that even a lot [...]
Great Customer Service Is Simple!
Nothing exposes you more viscerally to great or lousy customer service than what you experience on a long-planned and much-needed vacation. And when you’re paying the bill, with your precious free time and money, all your senses are on full alert for any delta between what you need or want and what you get. So it’s no surprise [...]
