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Most Marketing Advice Tells Us How to Market to Marketers

Most Marketing Advice Tells Us How to Market to Marketers

By Bob Warfield on August 18, 2014

Think about it–the experts out there writing marketing advice as part of their content marketing strategies are all selling something.  They’re either selling software, consulting, or some other product.  And the audience they’re selling to are marketers. Sure, many of them have practices or history that involved marketing to non-marketers, but right now what they’re […]

Posted in Business, Featured Posts | Tagged Facebook, google, Infographic, marketing, service, Social Media, Twitter | 1 Response

Authentication as a Service:  Slow Progress, But Are We There Yet?

Authentication as a Service: Slow Progress, But Are We There Yet?

By Bob Warfield on July 14, 2014

Authentication as a Service solves a problem every Cloud Developer, mobile or desktop, has to solve.  As one player in the space, AuthRocket, puts it: Do you really want to write code for users, forgotten passwords, permissions, and admin panels again? To that I would add, “Do you really want to have to be a world class […]

Posted in Featured Posts, Technology / Software | Tagged Amazon, Amazon Cognito, Authentication, bootstrapping, Cloud, google, mobile, platforms, SaaS, service, Software development

Vertical Solutions Extends Customer Experience And Field Service Footprint With Three Partnerships

Vertical Solutions Extends Customer Experience And Field Service Footprint With Three Partnerships

By R "Ray" Wang on April 7, 2014

Vertical Solutions Partnerships Showcase Why Complex Field Service Is A Critical Glue Between ERP and CRM In Improving Customer Experience   Announced March 4th, 2014 at the Microsoft Convergence event, Vertical Solutions, made three significant partnerships with Blue Horseshoe Solutions, Cincom, and Vidcie.  The Cincinatti, Ohio based customer experience software vendor provides cloud contact center […]

Posted in Business | Tagged 2014, Apps Strategy, Business Transformation, Chief Collaboration Officer, Chief Customer Officer, Chief information officer, Chief Sales Officer, Chief Service Officer, CIO, Cloud, CMO, Constellation Research, CRM, customer engagement, Customer Experience, customer relationship management, customer relationship management (CRM), customer service, Customer Support, CXO, CXP, Digital Disruption, Digital Strategy, DigitalBiz, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, Field service, microsoft, Microsoft Dynamics, Microsoft Dynamics AX, Microsoft Dynamics Convergence, MIcrosoft Dynamics CRM, MIcrosoft Dynamics ERP, Microsoft integration, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, NextGen, NextGenCXP, partnerships, Post sales service, R "Ray" Wang;, rwang0, service, Software Insider, SoftwareInsider, supply chain, suppy chain management, vendor strategy, Vertical Solutions, Video | 1 Response

Good Customer Experience Trumps Good Customer Service.  Bad CUX Trumps All.  A Tale of Chukka Boots and Photoshop.

Good Customer Experience Trumps Good Customer Service. Bad CUX Trumps All. A Tale of Chukka Boots and Photoshop.

By Bob Warfield on January 23, 2014

Good Customer Experience trumps Good Customer Service, even if you are Zappo’s.  My wife quit buying shoes from Zappo’s after they sent her the wrong pair of shoes for the third time and she had to return them.  They didn’t do it all on the same transaction, it happened over a fairly long period of […]

Posted in Business, Featured Posts | Tagged Amazon, customer service, marketing, service, strategy, user interface | 2 Responses

News Analysis: Microsoft Dynamics CRM Acquires Parature For Customer Service Capabilities

News Analysis: Microsoft Dynamics CRM Acquires Parature For Customer Service Capabilities

By R "Ray" Wang on January 7, 2014

Dynamics CRM Gains Key Technology and Team To Take Existing Customer Care Assets To Next Level On January 7th, 2014, The Microsoft Dynamics CRM team announced a definitive agreement to acquire Herndon, VA based Parature for an undisclosed sum.  This acquisition is Microsoft Dynamic’s CRM’s largest to date. Parature is an East Coast software start-up […]

Posted in Business | Tagged #msftdynamics, #msftdynamicscrm, acquisition, acquisitions, Apps Strategy, Bob Stutz, Chief Customer Officer, Chief Marketing Officer, Chief Service Officer, Ching-Ho Fung, CIO, Cloud, Constellation Research, CRM, CustExp, customer care, customer engagement, Customer Experience, customer experience management, customer relationship management, customer service, Customer Support, CXP, Digital Business, Duke Chung, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, Jujar Singh, mergers, Mergers And Acquisitions, microsoft, Microsoft Dynamics, MIcrosoft Dynamics CRM, News Analysis, Next Generation Customer Experience, NextGen, NextGenCXP, Parature, R "Ray" Wang;, rwang0, SaaS, service, social service, social support, Software Insider, Software Vendors, SoftwareInsider, support, User Experience, vendor strategy

Cloud Applications, Packaging for Simplicity and Value

Cloud Applications, Packaging for Simplicity and Value

By Michael Fauscette on August 12, 2013

A Salesforce.com announcement today on product packaging got me thinking about the way cloud vendors package and sell products. Actually I guess a better way to say that would be, I’m thinking about how customers want to consume cloud apps. The way we think about apps is in general, colored by a lot of legacy […]

Posted in Featured Posts, Technology / Software | Tagged applications, apps, bundle, Cloud, Customer, CX, sales, salesforce.com, service, SFDC, Technology / Software, value

Don’t Bury the Map With the Treasure:  Thin Clients Trump Apps in Walled Gardens

Don’t Bury the Map With the Treasure: Thin Clients Trump Apps in Walled Gardens

By Bob Warfield on July 9, 2013

One of the questions every SaaS company will have to be able to answer for their customers is, “What happens if you go under?”  It’s actually a fascinating question, and one you have a chance as a vendor to think about and turn to your advantage.  For example, one of my SaaS ventures was Helpstream. […]

Posted in Featured Posts, Technology / Software | Tagged apple, Cloud, Feedly, google, Google Reader, Helpstream, iOS, iPad, SaaS, Safari, service, strategy | 4 Responses

Building a Customer Experience Strategy

Building a Customer Experience Strategy

By Michael Fauscette on May 13, 2013

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 […]

Posted in Business, Featured Posts | Tagged CMO, Community, CRM, Culture, Customer, Customer Experience, CX, prospect, service, technology | 3 Responses

Technology and the Effective Marketer (Part Two)

Technology and the Effective Marketer (Part Two)

By Michael Fauscette on March 25, 2013

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…

Posted in Featured Posts, Trends & Concepts | Tagged applications, CRM, Customer, CX, marketing, SCRM, service, socbiz, solutions, strategy, techmarketer, technology

Big Data is a Small Market Compared to Suburban Data

Big Data is a Small Market Compared to Suburban Data

By Bob Warfield on February 4, 2013

Big Data is all the rage, and seem to be one of the prime targets for new entrepreneurial ventures since VC-dom started to move from Consumer Internet to Enterprise recently.  Yet, I remain skeptical about Big Data for a variety of reasons.  As I’ve noted before, it seems to be a premature optimization for most companies.  That post […]

Posted in Featured Posts, Technology / Software | Tagged Big Data, Cloud, data center, enterprise software, multicore, NoSQL, Object database, platforms, SaaS, service, Suburban Data | 2 Responses

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