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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

Why Companies are Using Social Software

Why Companies are Using Social Software

By Michael Fauscette on July 14, 2012

Twice a year, for over three years now, we have conducted a social business survey to look at adoption and usage trends in the enterprise. We recently completed this years survey and are now busy analyzing the data. There are…

Posted in Business | Tagged collaboration, Customer, e2.0, Innovation management, knowledge, SCRM, socbiz, Social, support, Survey | 11 Responses

News Analysis: IFS Acquires Metrix To Boost Mobility And Service Management

News Analysis: IFS Acquires Metrix To Boost Mobility And Service Management

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

Social Dynamx, Scaling Social Customer Support

Social Dynamx, Scaling Social Customer Support

By Michael Fauscette on May 29, 2012

Companies are learning that today customer service is a big part of effective marketing strategy. The concept that customers decide how, when and where they interact with a company could be an opportunity but for many companies it is challenging…

Posted in Technology / Software | Tagged CEM, Customer, SCRM, service, support

The Social Web as a Customer Support Channel

The Social Web as a Customer Support Channel

By Michael Fauscette on September 13, 2011

I just had an experience that to me, typifies what I expect out of companies these days for product support. I returned to my desk and noticed that my Evernote app on my Mac Mini had not synced (had an…

Posted in Business | Tagged Customer, customer service, Evernote, Facebook, SCRM, socbiz, Social, support, Twitter

The Evolution of Customer Service

The Evolution of Customer Service

By Michael Fauscette on April 22, 2011

I think that some (maybe a lot) of businesses are struggling to understand what customers want from their customer support organizations. Customer expectations seem to have changed over the last few years, or maybe what’s changed is the customers’ ability…

Posted in Business, Featured Posts | Tagged Community, experience, network, SCRM, social customer, social web, support

Your very own OpenStack Cloud – Quick Analysis

Your very own OpenStack Cloud – Quick Analysis

By Michael Coté on March 8, 2011

Rackspace announces a support plan for OpenStack, while Dell, Rackspace, and Opscode announce an OpenStack installer for quick cloud building.

Posted in Featured Posts, Technology / Software | Tagged Chef, Cloud, Cloud Builders, Cloud Computing, Dell, Open source, OpenStack, OpsCode, Private Cloud, Quick Analysis, Rackspace, redmonk, support, Systems Management, The New Thing

About that Second “S” in SaaS – Awesome Service

About that Second “S” in SaaS – Awesome Service

By Zoli Erdos on June 28, 2010

”There is an app for that” – say the Apple commercials.  “There is a plugin for that” – was my conclusion, while lookin for the rigth tools to move the Enterprise Irregulars blog to WordPress a few months ago.  Seriously.  The WordPress ecosystem is simply amazing, things that a few years ago required messing with […]

Posted in Business | Tagged blogging, Customer Support, Enterprise Irregulars, FeedBurner, feedwordpress, hybrid news theme, Hybrid Theme, Open source, plugins, pressharbor, support, Technical support, web hosting, wordpress | 2 Responses

Monday’s Musings: Decoupling Support From Maintenance - What Apps Vendors Can Learn From Microsoft Dynamics

Monday’s Musings: Decoupling Support From Maintenance – What Apps Vendors Can Learn From Microsoft Dynamics

By R "Ray" Wang on March 8, 2010

Who Says Support Has To Be Bundled With Maintenance?
About a decade back, vendors would offer support and maintenance as two separate line items on their contracts.  Support would run about 5 to 10% the license fee and so would maintenance.  Keep in mind, average support and maintenance fees were under 15% back then.  Here’s a […]

Posted in Featured Posts, Technology / Software | Tagged 3PM, 3rd party maintenance, Apps Strategy, choice, contract negotiations, contract strategy, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise collaboration, enterprise software, erp, maintenance, maintenance fees, Maintenance Hike, Microsoft Dynamics, Microsoft Dynamics AX, Microsoft Dynamics Convergence, MIcrosoft Dynamics CRM, MIcrosoft Dynamics ERP, Microsoft Dynamics GP, Microsoft Dynamics NAV, Microsoft Dynamics SL, predictability, software as a service, Software Ecosystems, software escrow, software licensing, software licesing and pricing, software maintenance, software ownership lifecycle, software pricing, support, Technical support, value | 2 Responses

Research Report: The 18 Use Cases of Social CRM - The New Rules of Relationship Management

Research Report: The 18 Use Cases of Social CRM – The New Rules of Relationship Management

By R "Ray" Wang on March 5, 2010

Analyzing The Demand For Use Cases In Social CRM

Since joining Altimeter Group, I’ve had the pleasure of collaborating with my colleague Jeremiah Owyang on Social CRM.  On a daily basis, the requests for Social CRM strategies escalated from all parts of the organization. In fact, requests reflected all facets of CRM including the usual sales, marketing, […]

Posted in Business, Featured Posts | Tagged Altimeter Group, Brent Leary, collaboration, collaboration insights, CRM, crowdsourced R&D, customer experience management, Dion Hincliffe, early adoptions, early movers, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise collaboration, enterprise software, enterprise strategy, Erin Kinikin, Esteban Kolsky, evangelizables, extended collaboration, groundswell, hollistic approach, innovation, innovation insights, John Lovett, John Ragsdale, Josh Weinberger, marketing, Marshall Lager, near tipping points, Nenshad Bardoliwalla, Oliver Marks, Paul Greenberg, peer-to-peer unpaid armies, proacitve social lead generation, rapid social marketing response, rapid social sales response, sales, seamless customer experience, service, Social Business Software, social campaign tracking, Social CRM, social customer insights, social event management, social marketing insights, social sales insights, social service, social support, social support insights, social technologies, support, Susan Scrupski, VIP experience | 6 Responses

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