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 June 15, 2012
Mobility and Scheduling Play A Key Role In IFS Service Management Strategy On May 23rd, IFS acquired Metrix, a service management and mobility vendor headquartered in Waukesha, Wisconsin. IFS adds 90 customers with Metrix. Key highlights of the acquisition include: Expansion into new markets. Metrix Service Management provides a field service management and depot repair [...]
Posted in Business | Tagged #techoptimization, acquisition, acquisitions, Apps Strategy, Chief Customer Officer, Chief Service Officer, CIO, CustExp, Customer Experience, customer relationship management, customer service, Customer Support, Emerging Technologies, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise class, enterprise collaboration, enterprise software, enterprise strategy, Field service, IFS, IFS North America, mergers, Mergers And Acquisitions, Metrix, mobile, mobile enterprise, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, R "Ray" Wang;, rwang0, scheduling, service, Software Insider, SoftwareInsider, support |
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 March 29, 2012
Versytec Acquisition Addresses Growing Demand For JD Edwards Support Denver, Colorado based Spinnaker Management announced on March 6th, 2012 its acquisition of its competitor Versytec. For those who remember their third party maintenance (3PM) history, Versytec was among the first firms to announce third-party maintenance services within a year after PeopleSoft acquired JD Edwards in [...]
Posted in Technology / Software | Tagged #techoptimization, 3PM, 3rd party maintenance, Apps Strategy, best practices, bill of rights, budgets, business value, business value framework, BVF, CEO, CFO, Chief Financial Officer, Chief information officer, Chief procurement officer, CIO, CMO, Constellation Research, contract negotiations, contract strategy, COO, cost reduction, CTO, Customer Support, deployment options, enterprise, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise class, Enterprise Irregular, Enterprise Irregulars, enterprise software, Enterprise Software Licensee Bill of Rights, enterprise strategy, JD Edwards, license credits to new products, license fees, license management, license parking, license policy, license returns, lithium, maintenance, maintenance fees, Maintenance Hike, News Analysis, R "Ray" Wang;, rimini street, rwang0, software bill of rights, software contract reviews, software escrow, software licensing, software licesing and pricing, software maintenance, software ownership, software ownership lifecycle, software pricing, software trends, Spinnaker, Spinnaker Support, technology budgets, Technology Optimization, third party maintenancce, Third Party Maintenance, user strategy, users, Versytec |
By R "Ray" Wang on March 19, 2012
Forward And Commentary Software ownership costs continue to escalate as vendors accelerate their efforts to capture support and maintenance revenues. Some vendors have gone to the extreme to eliminate third-party options for their customers. This best practices report examines three strategies to free up unnecessary costs to fund innovation and new projects. A. Introduction On [...]
Posted in Business, Featured Posts, Technology / Software | Tagged #techoptimization, 3PM, 3rd party maintenance, Apps Strategy, best practices, Bil of Rights, bill of rights, BMC, budgets, business value, business value framework, BVF, CEO, CFO, Chief Financial Officer, Chief information officer, Chief procurement officer, CIO, Cloud, Cloud Computing, Cloud options, CMO, Computer Associates, Constellation Research, Consumerization of IT, contract negotiations, contract strategy, COO, cost reduction, CRM, CTO, Customer Support, deployment options, disruptive, disruptive technologies, Disruptive technology, E-Commerce, Emerging Technologies, enterprise, Enterprise 2.0, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise architecture, Enterprise Business Apps, enterprise class, Enterprise Irregular, enterprise software, Enterprise Software Licensee Bill of Rights, enterprise strategy, Epicor, erp, ibm, Infor, Infor Global Solutions GmbH, Jive, license credits to new products, license fees, license management, license parking, license policy, license returns, lithium, maintenance, maintenance fees, microsoft, oracle, QAD, R "Ray" Wang;, Research Report, Research Summary, rimini street, rwang0, sap, SAS Institute, socbiz, social business, Social Business Software, Social CRM, Social Enterprise, social enterprise apps, social media monitoring, social support insights, socialbusiness, software as a service, software bill of rights, software contract reviews, software escrow, software licensing, software licesing and pricing, software mainteance, software maintenance, software ownership, software ownership lifecycle, software pricing, software revenue recognition rules, software trends, Spinnaker, technology budgets, Technology Optimization, Third Party Maintenance, user strategy, users, vendor strategy |
By R "Ray" Wang on January 5, 2012
New Funding Shows Strength In Social Business Market And Lithium’s Business Model Emeryville, California based Lithum Technologies announced today that it raised $53.4M in financing. The lead round is from New Enterprise Associates (NEA). Other investors include SAP Ventures. NEA leads the round with Peter Sonsini joining the board. Peter‘s been active with ecommerce play [...]
Posted in Business | Tagged #socialenterprise, Apps Strategy, Benchmark Capital, CIO, CMO, Constellation Research, Constellation Research Inc., Customer Experience, customer experience management, customer service, Customer Support, DAG ventures, e20, e2conf, Emergence Capital, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise class, enterprise collaboration, enterprise software, enterprise strategy, Greenspring Associates, innovation, lithium, Lithium Technologies, marketing, Marketing Automation, New Enterprise Associates, Peter Sonsini, R "Ray" Wang;, R “Ray” Wang;, rwang0, sales, sales force automation, service, Shasta Ventures, socbiz, 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, socialbusiness, Tenava Capital |
By R "Ray" Wang on October 25, 2011
The Acquisition Machine Heads To The Public Cloud Users gathered at the Customer Summit 2011 at the Broadmoor Hotel woke up to the shocking announcement that Oracle (NASDAQ: ORCL) announced a $1.43B acquisition of leading SMB CRM vendor RightNow Technologies (NASDAQ: RNOW) today. According to Thomas Kurian, “Oracle is moving aggressively to offer customers a [...]
Posted in Business, Featured Posts | Tagged acquisition, acquisitions, Apps Strategy, Art Technology Group, ATG, CIO, Cloud, Cloud Computing, Cloud options, CMO, Constellation Research, CRM, customer engagement, Customer Experience, customer service, customer service; -business, Customer Support, enterprise applications, enterprise apps, Enterprise Business Apps, enterprise software, mergers, Mergers And Acquisitions, News Analysis, oracle, Oracle CRM On Demand, Oracle Fusion Apps, Oracle Fusion Middleware, R "Ray" Wang;, R “Ray” Wang;, RightNow, RightNow Technologies, rwang0, social business, Social Business Software, Social CRM, social technologies, vendor strategy |
By R "Ray" Wang on August 28, 2011
The Social Business (Social Enterprise) Moves Beyond The 18 Use Cases Of Social CRM As social media adoption continues to move from mainstream to pervasive ubiquity, enterprises will begin to benefit from these advancements in the consumerization of IT (CoIT). Just 18 months ago, early use cases identified 18 Use Cases for Social CRM (SCRM). [...]
Posted in Business, Featured Posts | Tagged #DF11, #socialenterprise, Apps Strategy, CIO, CMO, Customer Experience, customer experience management, customer service, Customer Support, e20, e2conf, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise class, enterprise collaboration, enterprise software, enterprise strategy, HCM, HR, HR Tech, Human Capital Management, Human resources, innovation, marketing, Marketing Automation, Monday's Musings, Monday’s Musings, PLM, product lifecycle, project based solutions, projects, Public relations, R "Ray" Wang;, R “Ray” Wang;, rwang0, sales, sales force automation, service, socbiz, 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 Zoli Erdos on August 17, 2011
The one thing a phone service can’t do is to simply disappear. And it is normally those times we realize how much of a lifeline it still is. Like I did, expecting a call from my Dad’s cardiologist re. his hospitalization. Waiting, waiting, I was getting p***d with the poor doc, when I noticed the [...]
Posted in Featured Posts, Technology / Software | Tagged Customer Support, Ooma, ooma outage, outages, phone service, telco, telecomm, voip |
