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Rimini Street opens up a new front with first public incursion into Salesforce territory
"The first win of a Salesforce client and the signing of the biggest deal to date, but also increased full-year losses."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience 
2 days ago by jonerp
SAP Nation 3.0 – Manifest Destiny, a review and conversation
"SAP Nation 3.0 - Manifest Destiny provides the kind of call to action for both customers and SAP that has been missing in recent years. As such it is a solid read with something for everyone."
cloud  erp  financials  and  supply  chain  crm  customer  experience 
3 days ago by jonerp
Is digital transformation sticking to the wall, or losing its meaning? Debating digital data with Brian Solis
"Brian Solis is a good sport with interesting data. That's the ingredients for a fresh back-and-forth on the merits of digital transformation. Here's what The Altimeter Group has learned about how digital change happens, and the obstacles in the way."
analytics  planning  and  data  analysis  crm  customer  experience  digital  transformation  -  frictionless  enterprise 
9 days ago by jonerp
Retail transformation roundup – insights from the latest retail projects and earnings news
"Retailers walk a thin line between encouraging results and omni-struggles. Here's my top picks and lessons learned from diginomica's retail transformation coverage."
analytics  planning  and  data  analysis  crm  customer  experience  retail  e-commerce  the  omni-channel 
13 days ago by jonerp
What’s new at diginomica and fresh angst among independent industry analysts
"We have big plans to suck less. Check it out. Also, we're starting to see more public criticism of mega-vendors. Here's our round-up of recent tropes that get to the heart of what irks independent analysts."
cloud  erp  financials  and  supply  chain  crm  customer  experience  hcm  the  digital  future  of  work 
4 weeks ago by jonerp
What has the attention of marketers for 2019?
"It's a new year, but marketers are grappling with some classic problems. Here's Barb's rundown of the top issues marketing are reckoning with in 2019, from ABM to content marketing tools."
content  marketing  crm  and  customer  experience  digital 
4 weeks ago by jonerp
SAP restructures as it sets long term ambitions while meeting Q4 FY2018 expectations
"SAP announced an ambitious target for cloud earnings by 2023 as it sets to take an estimated €800-950 million restructuring hit, hits Q4 expectations."
cloud  erp  financials  and  supply  chain  crm  customer  experience  digital  transformation  -  frictionless  enterprise  earnings  reports 
7 weeks ago by jonerp
Zoho CEO – Amazon is coming to enterprise software
"Cloud application vendor Zoho believes enterprise software prices are set to fall as Amazon enters the market and says it's ready to take on the newcomer"
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  transformation  frictionless  enterprise 
7 weeks ago by jonerp
Infor on retail at NRF ’19 – C-level buy-in is fueling retail cloud adoption, and storefronts still count
"Next up in my NRF 2019 series - Infor speaks to the retail feedback on the show floor. Yeah, AI is hot, but customers are asking tougher questions. C-level buy in on retail change is higher - and that matters when transformation is called for."
crm  and  customer  experience  machine  intelligence  ai  retail  e-commerce  the  omni-channel 
8 weeks ago by jonerp
At the dawn of a new generation of enterprise applications
"Slack, Zendesk and a few others are a new generation of cloud-native vendors set to reinvent enterprise applications for a connected, frictionless future"
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  frictionless  enterprise  xaas 
8 weeks ago by jonerp
NRF to retailers, and Wall Street – we need better metrics to assess retail health
"Amidst all the next-gen tech at NRF's Big Show 2019, a different and vitally important debate ensued: are retailers even measuring the right things? Here's what I learned about NRF's push to broach a dialogue on new retail metrics."
analytics  planning  and  data  analysis  crm  customer  experience  retail  e-commerce  the  omni-channel 
9 weeks ago by jonerp
Why Is Open Source Not More Successful for Enteprise Applications?
"Although open source software now completely dominates some categories of software, this has not been true for enterprise applications, such as ERP or CRM? What is it about enterprise applications that makes them so resistant to open source as a business model?"
adempiere  compiere  consona  crm  erp  oodo  open  source  opentaps  sugarcrm 
9 weeks ago by jonerp
Infor CEO Charles Phillips on the $1.5bn that sets up a massive tech IPO
"Infor CEO Charles Phlllips gives us the lowdown on the $1.5 billion investment that primes the enterprise software giant for a massive tech IPO"
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  hcm  the  digital  future  of  work 
9 weeks ago by jonerp
NRF 2019 – All retailers are in the data business now; Chick-fil-A shows why.
"The big lesson from NRF 2019 is that you're not winning in retail without tackling your data problem - and turning it into an asset. Here's an illustrated view of how Chick-fil-A approached this problem, and how modern data analytics, in this case Tableau, fits in."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  retail  e-commerce  omni-channel 
9 weeks ago by jonerp
DataSelf on BI adoption – to move beyond the data geeks, we have to solve human problems.
"Getting results from data will be a burning question all year in my coverage. There's no one better to kick it off than Joni Girardi of DataSelf. He speaks to the problem of BI adoption, and the changes DataSelf has gone through."
analytics  planning  and  data  analysis  crm  customer  experience  frictionless  enterprise 
10 weeks ago by jonerp
Powerpoint-drenched events are legacy. Why unconferences and white board sessions are the way forward
"Stale slide decks, boring panels and cheesy motivational speakers have obscured the essence of enterprise events: peers learning from peers. Here's six proven formats you can use to make your event more interactive - and indispensable."
collaboration  sharing  and  digital  productivity  crm  customer  experience  skills  training  future  of  work 
10 weeks ago by jonerp
The Year That Was – the Stuart version
"A tough year for some in the retail sector, but progress on the omni-channel journey for others."
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  content  marketing  enterprise  in  the  real  world  retail  e-commerce  omni-channel  social 
11 weeks ago by jonerp
The Year That Was – the Phil version
"Frictionless enterprise, digital transformation, headless, serverless, XaaS, robots and scandal - Phil's look back on 2018 has it all."
collaboration  sharing  and  digital  productivity  crm  customer  experience  enterprise  in  the  real  world  frictionless  future  of  work  infrastructure  machine  intelligence  ai 
11 weeks ago by jonerp
The Year That Was – the @jonerp version - the rise of the best of breed cloue enterprise and the CX farce
"Jon's year brought him from AI hype overload to use case inspiration and back again. Hot topics include the digital skills gap, the farce of customer experience, and the return of the best of breed enterprise."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  hits  misses  machine  intelligence  ai  retail  e-commerce  omni-channel 
11 weeks ago by jonerp
The illustrated 2018 customer service fail awards – exclusive personal edition
"Companies work hard to earn the distinction of "worst customer service you received this year." It's only fair they get their just reward. Here's mine - complete with illustrations of services not rendered."
crm  and  customer  experience  service  management 
december 2018 by jonerp
Tech powers The Bike Project’s work in helping refugees navigate new lives
"The London-based charity is using CRM and an SMS alerting system in its work of reconditioning second-hand bicycles and donating them to new arrivals to the UK capital."
crm  and  customer  experience  digital  enterprise  in  the  real  world  social 
december 2018 by jonerp
CPQ Needs To Scale And Support Smarter, More Connected Products
"Industrial Internet of Things (IIoT) platforms has the potential of providing a single, unified data model across an entire manufacturing operation, giving manufacturers a single unified view of product configurations across their lifecycles. Producing smart, connected products at scale also requires a system capable of presenting a unified view of configurations in the linguistics each department can understand. Engineering, production, marketing, sales, and service all need a unique view of product configurations to keep producing new products. Leaders in this field include Configit and their Configuration Lifecycle Management approach to CPQ and product configuration."
business  featured  posts  technology  software  trends  &  concepts  cad  configit  configuration  lifecycle  management  configure  price  quote  cpq  crm  integration 
december 2018 by jonerp
Sales and marketing working in tandem – organizational Holy Grail or the new reality?
"Marketing and Sales working in harmony for the greater good...or fighting like a bag of cats. Salesforce's State of Marketing Report suggests progress."
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  crm  customer  experience  digital  content  marketing  iot  robotics  ai  machine  intelligence  social  user  ux  application  design 
december 2018 by jonerp
Hudson’s Bay – claiming retail uniqueness, but still struggling with omni-channel 101
"Hudson's Bay is a retailer that's still struggling to get to the foothills of omni-channel retail basics."
crm  and  customer  experience  digital  enterprise  in  the  real  world  retail  e-commerce  omni-channel  social 
december 2018 by jonerp
How Zendesk pursues frictionless collaboration with Zoom video conferencing
"You can't serve your customers if your employees are bogged down. SaaS customer service vendor Zendesk has to be frictionless inside their company to achieve that result for others. Here's how they've changed employee productivity with Zoom video conferencing."
collaboration  sharing  and  digital  productivity  crm  customer  experience  service  management  use  cases 
december 2018 by jonerp
Which CRM Applications Matter Most In 2018
"Marketing analytics continues to be hot for marketing leaders, who now see it as a key business requirement and a source of competitive differentiation. In my opinion and based on discussions with CMOs, interest in marketing analytics is soaring as they are all looking to quantify their team’s contribution to lead generation, pipeline growth, and revenue. I see analytics- and data-driven clarity as the new normal. I believe that knowing how to quantify marketing contributions and performance requires CMOs and their teams to stay on top of the latest marketing, mobile marketing, and predictive customer analytics apps and technologies constantly. The metrics marketers choose today define who they will be tomorrow and in the future."
business  featured  posts  technology  software  trends  &  concepts  ai  byline=louis  columbus  cloud  computing  cpq  crm  customer  relationship  management  enterprise 
november 2018 by jonerp
SAP and Qualtrics – how might this work and what are the barriers?
"A week following SAP's acquisition of Qualtrics, we take a deeper look inside the workings of Qualtrics to assess the opportunities and challenges."
crm  and  customer  experience  productivity 
november 2018 by jonerp
Two decades of online doesn’t guarantee the necessary omni-channel balance for Nordstrom
"Nordstrom reckons that two decades of online presence is validation of its digital investment and progress, but the omni-channel alignment is still elusive. "
analytics  planning  and  data  analysis  crm  customer  experience  digital  content  marketing  retail  e-commerce  the  omni-channel  social 
november 2018 by jonerp
Enterprise hits and misses – Black Friday looms, SAP splurges on Qualtrics as CX heats up
"In his latest travel-streamlined, road-punchy version of hits and misses, Jon picks the highlights from the week’s biggest shows, his best-of picks from the enterprise web, and, as always – your weekly whiffs. SAP's acquisition of Qualtrics gets special attention."
crm  and  customer  experience  hits  misses  retail  e-commerce  the  omni-channel 
november 2018 by jonerp
Qualtrics acquired – SAP’s high priced bid to solve customer experience
"SAP just poneyed up $8bn for Qualtrics, a company that provides analytics in the customer experience space. Does it make sense? Well yes - but only if companies actually care in the first place."
analytics  planning  and  data  analysis  crm  customer  experience  service  management 
november 2018 by jonerp
Inside the surprising Workplace by Facebook – what I learned from Workplace product leaders
"Workplace by Facebook has added complications to my already complicated relationship with Facebook. But Facebook's Simon Cross believes that Workplace can make a difference, by fueling the culture that good teams emerge from."
collaboration  sharing  and  digital  productivity  crm  customer  experience  hcm  the  future  of  work  social 
november 2018 by jonerp
Above the funnel no more
Full Circle won’t turn back the clock for vendors, and customers are still firmly in charge of purchase process. But by gathering what were once considered whispers of data and analyzing it appropriately, vendors can get a better sense of what’s happening in the market and plan accordingly. That’s a lot better than having to discount at the last minute because of shortened sales cycles."
crm 
november 2018 by jonerp
FinancialForce and the quest to remake midmarket ERP for a digital world
"The latest release from FinancialForce builds in analytics and billing in the quest to remake midmarket ERP as agile and connected for a digital world"
cloud  erp  financials  and  supply  chain  crm  customer  experience  frictionless  enterprise  professional  services  user 
november 2018 by jonerp
The state of Tableau 2018 – CPO Ajenstat on Tableau as a data platform, and the push for analytics ubiquity
"At last year's Tableau Conference, Tableau laid out its vision for AI/ML and its impact on data analysts. Tableau's platform ambitions were another crucial storyline. Time for a progress report."
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  crm  customer  experience 
november 2018 by jonerp
AirAsia lands on Google Cloud to build a frictionless digital travel business
"The buzzword is frictionless, says CEO Tony Fernandes, as AirAsia partners with Google Cloud in its aim to become a digital travel business"
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  frictionless  enterprise  use  cases 
october 2018 by jonerp
Jet-powering Walmart to go on the offensive – e-commerce chief Marc Lore has battleplans
"In the final part of our focus on Walmart's digital transformation, Marc Lore has some big questions to ask - and answer."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  e-commerce  machine  intelligence  ai  retail  omni-channel 
october 2018 by jonerp
Twilio proclaims a communications renaissance for frictionless enterprise
"Twilio proclaims a great communications renaissance and a new wave of flexible API-based software platforms with AI on top. We see frictionless enterprise"
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  frictionless  enterprise 
october 2018 by jonerp
Enterprise hits and misses – Sears goes on layaway and chatbots file lawsuits
In this streamlined, “Jon feels the road burn” version of hits and misses, he picks the event coverage that matters, the best of the enterprise web, and, as always – your weekly whiffs."
best  of  crm  and  customer  experience  retail  e-commerce  the  omni-channel 
october 2018 by jonerp
Twilio’s $2 billion for SendGrid says that email’s not dead
"Despite the rise of messaging, chatbots and voice assistants, Twiio's $2 billion purchase of SendGrid sends a message that email's far from dead"
collaboration  sharing  and  digital  productivity  crm  customer  experience  content  marketing  infrastructure  ux  application  design 
october 2018 by jonerp
Bank of America CEO – digital-only is not the way to go in banking
"Bank of America is investing in a combination of digital innovation, platform consolidation and branch expansion. "
analytics  planning  and  data  analysis  cloud  platforms  -  infrastructure  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  financial  services  fintech 
october 2018 by jonerp
Putting the customer at the heart of marketing – Salesforce CMO Stephanie Buscemi on how it’s done
"The recent Dreamforce conference was customer-rich; CMO Stephanie Buscemi explains how it's done."
crm  and  customer  experience  digital  content  marketing  social 
october 2018 by jonerp
Dreamforce 2018 – Keith Block on integration, innovation and life as a co-CEO
"As Dreamforce begins to wind down, I had the chance to sit down to chew the fat with co-CEO Keith Block on a variety of Salesforce-related topics."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  content  marketing  financial  services  fintech  hcm  the  future  of  work  iot  robotics  ai  retail  e-commerce  omni-channel  df18 
september 2018 by jonerp
Event Report - Salesforce Dreamforce 2018 - AI, Apple & Customer 360 - but where is the CRM thought leadership?
"It was the usual mega event for Salesforce, it’s partners and its users. Attendees were optimistic and looking forward on innovation to come in 2019. Good to see the shift towards more neural network-based AI, which at the moment is clearly the AI technology of choice. Good to keep Einstein’s voice efforts cross platform. But details were not shared – where does Salesforce plan to build all these models, where does the data have to be, etc. Good to see what MuleSoft is ultimately about, pulling off Customer 360 – if Salesforce managed to implement this architecture (and get customer to pay for it) – it may justify the princely cost of MuleSoft. To be fair – that is little of concern for Salesforce users, who they want to see value coming form their vendor overall, across the product suite."
ai  apple  cloud  constellation  research  crm  dreamforce  google  holger  mueller  learning  paas  platform  salesforce 
september 2018 by jonerp
Dreamforce 2018 – it’s all about integration, says Salesforce product chief Bret Taylor
"In an exclusive diginomica interview, Salesforce President and CPO Bret Taylor talks integration and Lightning, MuleSoft, Customer 360, Quip, Einstein Voice."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  machine  intelligence  ai  user  df18 
september 2018 by jonerp
Dreamforce 2018 – rethink how to budget for Salesforce, says Bluewolf
"As Dreamforce gets underway, the annual State of Salesforce report from Bluewolf sets the scene."
cloud  platforms  -  infrastructure  and  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  df18 
september 2018 by jonerp
News Analysis - Adobe, Microsoft and SAP announce the Open Data Initiative to empower a new generation of customer experiences - Good idea, good start...
"MyPOV – This has been the 20+ year promise of every CRM vendor – always desired – seldom achieved. But vendors traditionally only have taken an exclusive to their offering’s stance – which of course does not reflect enterprise reality, which spans multiple vendors… and left it to the enterprise to implement this use case.
adobe  cloud  constellation  research  crm  customer  success  holger  mueller  ignite  microsoft  nextgen  apps  sap 
september 2018 by jonerp
Microsoft soups up Dynamics 365 with AI and HoloLens add-ons
"Microsoft soups up its Dynamics 365 business applications with packaged AI for sales, service and marketing, plus HoloLens mixed reality apps"
crm  and  customer  experience  service  management  internet  of  things  machine  intelligence  ai 
september 2018 by jonerp
Has GDPR changed marketing?
"GDPR is a wakeup call to marketing and beyond - and not just those with business ties to Europe. Barb Mosher Zinck muses on fresh data from the CMO Council and looks at where we go from here."
crm  and  customer  experience  data  privacy  digital  content  marketing  governing  identity  security  gdpr 
september 2018 by jonerp
How are retailers winning? Stats and reflections from Shop.org
"I went to Shop.org 2018 with the goal of finding out how retailers are winning - and what stands in the way. I found some surprises, as well as fresh data from IHL Group that takes the sensationalism out of storefront closings."
crm  and  customer  experience  e-commerce  retail  the  omni-channel 
september 2018 by jonerp
Four SMB views on why you need a fast-moving business system
"Agility, speed and a fast-moving business system are key to SMB success, according to four Zoho customers who spoke at an event in London this week"
collaboration  sharing  and  digital  productivity  crm  customer  experience  transformation  -  frictionless  enterprise  use  cases 
september 2018 by jonerp
The High Cost of Anxiety in Negotiations
"Given how many agreements Oracle, SAP, Salesforce and other top-tier suppliers negotiate every year, it is no wonder they get anxious when it comes time to hammer out the final details of contract documents and statements of work. From delivering excessive data points on irrelevant topics, to building massive complexity into pricing and licensing policies, to making every offer a “special offer,” these companies know how to lean on potential clients and existing customers."
contract  negotiations  crm  enterprise  agreements  erp  licensing  negotiation  leverage 
september 2018 by jonerp
How to make sure your customer panel is boring and forgettable again this year
"It takes skill and determination to make a customer panel truly boring. But if you follow these seventeen tips, you too can roll out a truly yawn-inducing panel. After the satire is over, I reveal the keys to avoiding this fate."
content  marketing  crm  and  customer  experience  digital  social 
september 2018 by jonerp
Enterprise hits and misses – blockchain is a paradox; AI is a customer service automater
"This week - Blockchain is officially a paradox, and AI is a riddle for customer service teams to solve. Plus: diginomica gets critiqued, and personalization gets humanized (or does it?). Your whiffs go from rattlesnake bites to a big pile o' Skype."
crm  and  customer  experience  service  management  hits  misses  iot  robotics  ai  blockchain 
september 2018 by jonerp
C’mon now – the customer isn’t in control. On Google, Amazon and the algorithmic plight of the super-user
"The customer is in control? That's an extravagant universal claim - and a recipe for disillusionment. In this Friday roast-and-think, I lay out the true sources of customer power and the predicament of the super-user, who has been sold some Florida swampland."
crm  and  customer  experience  service  management  machine  intelligence  ai 
september 2018 by jonerp
Macy’s shows signs of omni-channel life, but needs to sell the idea harder to sceptical Wall Street - by @whostu
"Macy's CEO sees the omni-channel balance being achieved at last, but Wall Street investors remain unconvinced."
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  e-commerce  retail  omni-channel  social  use  cases 
august 2018 by jonerp
10 Ways To Improve Cloud ERP With AI And Machine Learning
"Cloud ERP platforms need to create and strengthen a self-learning knowledge system that orchestrates AI and machine learning from the shop floor to the top floor and across supplier networks. Having a cloud-based infrastructure that integrates core ERP Web Services, apps, and real-time monitoring to deliver a steady stream of data to AI and machine learning algorithms accelerates how quickly the entire system learns. The Cloud ERP platform integration roadmap needs to include APIs and Web Services to connect with the many suppliers and buyer systems outside the walls of a manufacturer while integrating with legacy ERP systems to aggregate and analyze the decades of data they have generated."
business  featured  posts  technology  software  ai  amazon  alexa  artificial  intelligence  cad  cloud  computing  erp  crm  enterprise  resource  planning 
august 2018 by jonerp
Yes, quality audits can help manufacturers stay customer-driven – and even change sales and marketing
"Audit is a loaded term, but as Louis Columbus of IQMS explains, it's time to take another look. Internal audits are a powerful tool for quality - and quality is the new marketing. Here's how an IQMS customer is using internal audits to earn a whole new level of customer trust."
analytics  planning  and  data  analysis  collaboration  sharing  digital  productivity  crm  customer  experience  iqms  partner  zone  social  manufacturing 
july 2018 by jonerp
Become an ML-savvy organization – a practical AI review with Brian Dennett of Enable.AI
"AI isn't necessarily dumb - we're just defining it wrong. That's what I took from my podcast chat with Brian Dennett of Enable AI. Here's his machine learning lessons pulled from their own projects."
crm  and  customer  experience  iot  robotics  ai  machine  intelligence 
july 2018 by jonerp
Enterprise hits and misses – IT dies and is resurrected, while personalization tries to scale
"This week - a worthy debate about the death and rebirth of IT stems back to Nicholas Carr. Also: the problem of personalization at scale and the Dante's Inferno of ERP. Your whiffs include a brazen GDPR violation and the absurd cure to AI's problems."
crm  and  customer  experience  frictionless  enterprise  hits  misses  the  new  professional  it  as  a  service 
july 2018 by jonerp
Criticism of Salesforce’s border protection deal highlights the million dollar question around corporate activism
"Salesforce has been under fire over its contract with Customs and Border Protection, but the criticism serves to highlight the new complexities of corporate activism."
crm  and  customer  experience  diversity 
july 2018 by jonerp
SAP shows healthy Q2 FY 2018 cloud revs, ups outlook – a call with Luka Mucic, CFO
"SAP comes off Q2 FY2018 in good shape and with a healthy outlook but there are still plenty of questions it needs to answer."
brexit  cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  hcm  the  digital  future  of  work  earnings  report 
july 2018 by jonerp
TrustRadius challenges software vendors to be more transparent in sales and marketing – but how?
"My last debate with TrustRadius on the impact of peer reviews on B2B buyers was certainly interesting. But their data raised a question we need to answer: how can vendors make their sales and marketing more transparent - and relevant to buyers?"
analytics  planning  and  data  analysis  content  marketing  crm  customer  experience  digital 
july 2018 by jonerp
Can vendors like Workday, Salesforce ever get enough AI?
"As Salesforce buys Datorama and Workday acquires stories.bi, we ask can enterprise application vendors ever get enough AI in their product portfolios?"
As  Salesforce  buys  Datorama  and  Workday  acquires  stories.bi  we  ask  can  enterprise  application  vendors  ever  get  enough  AI  in  their  product  portfolios?analytics  planning  data  analysis  cloud  erp  financials  supply  chain  crm  customer  experience  future  of  work  machine  intelligence  user 
july 2018 by jonerp
Finance organizations are biggest digital transformation fans – three exemplars
"Fujitsu reckons finance is ahead of the industry pack when it comes to digital transformation and three use cases back up the point."
crm  and  customer  experience  digital  enterprise  in  the  real  world  financial  services  fintech  productivity  social  use  cases 
july 2018 by jonerp
Why customer experience is so elusive, and AI is even trickier – a chat with the implausible Esteban Kolsky
"Ever wanted to corner analyst Esteban Kolsky and ask him why he's such a grouchy, err, inspiration? Well, at Salesforce Connections, I did just that. Here's a boiled down version, focusing on the elusive problems of customer experience and AI that matters."
crm  and  customer  experience  service  management  machine  intelligence  ai 
july 2018 by jonerp
What I learned at the conferences
"CRM doesn’t appear to be slowing down. As an industry it’s rated at about $35 billion in revenues up three-fold over where it was at the beginning of the century when I was a tenderfoot. One reason for the growth is the constant diversification led in no small part by Salesforce’s innovative culture. Big vendors like SAP have rededicated to CRM and I wish them well though I have a nagging feeling that’s an uphill path. Still many enterprise vendors seem to have entered CRM as a defensive move to secure their legacy customers. That’s not a recipe for sustained excellence. But what do I know? I’m just an analyst."
featured  posts  trends  &  concepts  crm  jaron  lanier  salesforce  utility 
july 2018 by jonerp
Are peer review sites impacting the large enterprise buyer? TrustRadius says yes
"The impact of peer review sites on B2B buyers is no longer debatable. But does that influence extend to the large enterprise? And is it fair to compare the role of analysts to the Kardashians? Those were some of the items I debated with the TrustRadius team."
crm  and  customer  experience  digital  transformation  -  frictionless  enterprise  user 
july 2018 by jonerp
Salesforce puts its money where its mouth is with $1 million pledge for families separated at the U.S. border
"Salesforce CEO Benioff moves to reassure staffers about the firm’s relationship with U.S. border agencies."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  diversity 
june 2018 by jonerp
Oracle’s cloudy “nothing burger” makes Wall Street suspicious
"Oracle turned in positive quarterly and full year numbers, but Wall Street got the vapors about a change in how earnings are reported."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  hcm  the  digital  future  of  work 
june 2018 by jonerp
Salesforce Connections 2018 – inside DoorDash’s plans to transform its customer support with AI
"For DoorDash, great customer support at high volumes is an absolute must. At Salesforce Connections 2018, I got their tips on migrating to Service Cloud, the impact of a 360 customer view, and what lies immediately ahead: Einstein service bots."
crm  and  customer  experience  service  management  e-commerce  machine  intelligence  ai  mobile  use  cases 
june 2018 by jonerp
Salesforce Connections 2018 – email marketing falls short without these email deliverability tactics
"One highlight of Salesforce Connections 2018 was a wonderfully practical session on getting email deliverability on pace with today's modern inbox. Beyond the tips, we heard about notable trends that will impact email engagement going forward."
analytics  planning  and  data  analysis  content  marketing  crm  customer  experience  digital 
june 2018 by jonerp
Couchbase CEO on the balancing act of creating an engagement database that caters to all
"Matt Cain has uniquely positioned Couchbase as the ‘engagement database’ to enable digital transformation. But as CEO he is having to finely balance investment priorities."
analytics  planning  and  data  analysis  crm  customer  experience  devops  nosql  the  open  source  stack 
june 2018 by jonerp
Salesforce keeps revenue pedal to the metal with another mammoth quarter
"Salesforce just keeps on growing revenue. In another remarkable quarter, the company announced 3.01 billion in revenue for Q1 2019 with no signs of slowing down. That puts the CRM giant on a run rate of over $12 billion with the company’s most optimistic projections suggesting it could go even higher. It’s also the first time they have surpassed $3 billion in revenue for a quarter."
cloud  earnings  enterprise  crm  marc  benioff  revenue  run  rate  salesforce 
june 2018 by jonerp
Rimini Street’s new model?
"Salesforce’s embrace of Rimini Street’s third-party support services is a significant departure that has transformed the support vendor from competitor to partner—at least with Salesforce. It might also offer insight into changing cloud business models."
crm  oracle  rimini  street  salesforce 
may 2018 by jonerp
Ascend London 2018 – don’t fear GDPR compliance, embrace it says a lawyer
"Episerver's Peter Yeung provided a refreshing and uplifting view of GDPR. Not too shabby for a lawyer."
crm  and  customer  experience  digital  content  marketing  gdpr 
may 2018 by jonerp
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