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 [...]
CRM Watchlist 2013 Winners: Customer Service Served Hot
We have three winners and four repeats. Huh? Well, 2012 winner Sword Ciboodle was acquired by KANA who also won last year. But this year our winners – KANA, Moxie and Parature – have far more daunting tasks than they ever did before. Herculean if you w…
Trends: The Battle For CMO Mind Share
Marketing and Advertising Budgets Are The New Land Grab Constellation Research, Inc. predicts that the global advertising market (paid search, display, and classified) will hit $125B by 2015. While IT budgets continue to stay flat, marketing budgets are up. Warc’s recent Global Marketing Index (GMI) entered positive territory in March 2012. Consequently, the heat [...]
KANA Acquires Sword Ciboodle: My Very Long (but Insightful) Take
First off, both companies are clients of mine – and fairly active clients. Second, I have a very long history with KANA; I covered them at Gartner and I worked for a wholly-owned subsidiary of KANA for about a year when I left Gartner (eVergance, later became KANA Professional Services). I continue to cover them [...]
KANA Acquires Trinicom; Enters SMB CRM Market
Today KANA announced it had acquired Trinicom a Nederlands cloud-based customer service provider. According to the company, this move was to complete their offer for all company sizes and delivery models – from small to large enterprise, and from on-premise to cloud-based. Terms of the transaction were not disclosed. On the surface, this may seem [...]
