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The Golden Triangle of Great B2B Context
"With clarity around your customer, the concern, and the competitor, you can establish context in your communications—to be direct in your stories that put you in a position to tell what you do and what makes you special and different. Without that clarity, all you end up with is confusion.

This golden triangle is not just for sales and marketing, it is core to strategy. Without it, and without the story that follows, there is no strategy."
go-to-market  b2b  competition  context  differentiation  ideal  customer  profile  positioning  storytelling 
9 weeks ago by jonerp
What Matters Least to Line-of-Business Buyers
"If you help me innovate, help me differentiate, and don’t cause me pain from having to change everything else I’m doing (i.e. work with the stuff we have (integration)), then that is more important than being cheap. Oh, BTW, the “messy middle” of these factors is a collection of things that are very much “vendor risk” oriented."
go-to-market  customer  experience  decision  factors  innovation  integration  price 
10 weeks ago by jonerp
What’s New In Gartner’s Hype Cycle For CRM, 2019
"Four new technologies are on the Hype Cycle for CRM, reflecting enterprises’ need for greater integration of diverse systems and the demand for more predictive and prescriptive analytics-based insights. The four technologies include the following."
business  featured  posts  technology  software  trends  &  concepts  2019  gartner  hype  cycle  for  crm  sales  louis  columbus’  blog  partner  relationship  management  configure  price  quote  cpq  customer 
october 2019 by jonerp
The Vendor Conflict Between Closure and Continuous
"
Make sure that everyone embraces and understands the idea of Continuous Customers. They don’t care about internal hand-offs or phases. They see connections everywhere (experience with a current project impacts other buying efforts).
Find ways to enable continuous understanding and visibility of customer behaviors.
Don’t think of hand-offs as absolute “your problem/opportunity now” situations. We talk at Gartner about the concept of leadershift. Where employees fluidly shift into leadership roles, but stay continuously involved."
go-to-market  new  customer  acquisition  product  marketing  impact  success  hand-off  leadershift  mql  strategy 
october 2019 by jonerp
Vendors, Behave Like You Are Part of the Buying Team
"We know that trust is a big factor in a positive buying experience with the vendor (more on that later), what could be better to build trust the behaving like a member of the buying team that has the best interests of the team (and their organization)in mind. If you believe your products and services can have a positive impact, why behave any other way?"
go-to-market  new  customer  acquisition  b2b  buying  process  decision  making  trust 
september 2019 by jonerp
The Absence of Context
"The absence of context may be just a nuisance, but in some situations in can make the difference between success and failure. Clients ask for details on something that had been suggested, but no one is really sure what that is–or what was committed to them. The delivery team gets frustrated. A subscription is established for software, but users aren’t trained or given clear guidance on what the usage expectations are."
go-to-market  confusion  context  customer  experience  decision  making 
july 2019 by jonerp
Salesforce Now Has Over 19% Of The CRM Market
"72.9% of CRM spending was on software as a service (SaaS) in 2018, which is expected to grow to 75% of total CRM software spending in 2019.
Worldwide enterprise application software revenue totaled more than $193.6B in 2018, a 12.5% increase from 2017 revenue of $172.1B. CRM made up nearly 25% of the entire enterprise software revenue market."
business  featured  posts  technology  software  trends  &  concepts  adobe  marketing  crm  customer  relationship  management  hubspot  louis  columbus'  blog  oracle  salesforce 
july 2019 by jonerp
Integrating Different Perspectives
"But isn’t there a risk here? We also see challenges achieving consensus and managing through different objectives. Broad involvement could also derail projects, right?

Definitely.

But I think it can be managed. It requires, first and foremost, clear goals and objectives for the project to be declared and shared. These should be cast in “soft” stone–only to be revisited if significant business change has occurred."
go-to-market  new  customer  acquisition  product  marketing  impact  sales  effectiveness  and  enablement  b2b  decision  making  diversity  influence 
july 2019 by jonerp
Who Is Paying for the Value
"There is nothing wrong with providing benefits across value chains, but if you can’t connect to the compelling reason for the budget holders to act, then it doesn’t matter. If you can’t highlight the implications of the way they work today on not just their customers (or users or employees) but them specifically, then they may push back on change."
go-to-market  customer  experience  cx  storytelling 
june 2019 by jonerp
New Research: Many Enterprise Buyers Resigned to Failure
"We also asked the respondents about the satisfaction level with the buying experience and their lead vendor, again on a 7 point scale (7-very satisfied).

For this group, that basically say they aren’t being successful, 93% indicated that were satisfied with the buying experience and experience with the lead vendor (with 63% and 64%, respectively, providing a score of 6 or 7).

Really. Being fine with buying and vendor experience and then having a failing project is not good. It’s indicative of a culture of complacency."
go-to-market  b2b  buying  customer  success 
june 2019 by jonerp
Burning Down the (Messaging) House
"Why is that? Messaging Documents/Houses are consistently:

Narcissistic. They reflect what vendors want people to hear, but rarely provide the context as to why they should care.
Undifferentiated. They have so many messages, without any comparative quality, that it is hard to find what really matters. Even the top level messages suffer from this.
Forgettable. Again, the volume of messages “information’ in these documents is overwhelming. By the time you get to the end, it’s hard to remember anything (see “undifferentiated”).
Ignored. They usually get created around an ‘event’ (e.g. new product). And after a burst of energy, are quickly ignored (see “forgettable”). I’ve yet to find anyone who audits materials against their messaging documents. I’m pretty sure I know what the results would be."
go-to-market  new  customer  acquisition  product  marketing  impact  messaging  and  differentiation  portfolio  burning  down  the  house  positionings  stories  storytelling  talking  heads 
may 2019 by jonerp
Great Customer Strategies Look to Behavior
"As you think about your targets, always go deeper than “we have solutions for insurance companies” or “we target the mid-market.” Instead, say “we target insurance companies that want to be first to market with new products” or “we target mid-market companies that have internal development teams to build custom applications.” Or go even deeper. As you do so, use those refined perspectives to tailor your language, your stories, your marketing campaigns, and your sales efforts to make it clear “we understand your organization and we fit your organization.”
go-to-market  attitudes  behavior  ideal  customer  profile  personality  segmentation 
may 2019 by jonerp
Big Idea: Extreme Capitalism And The Dawn Of Digital Duopolies
"How could this happen despite the rhetoric and dire warnings? At precisely the wrong time, when they should have stepped up to invest to defend against this threat, most leaders pulled back to harvest. Even worse, most organization’s shareholders bet against them by stripping away their ability to invest and innovate for the long run with stock buy backs, share dividends, and a plethora of mergers and acquisitions."
@rwang0  2019  alliances  apps  strategy  artificial  intelligence  big  ideas  business  transformation  ceo  chief  customer  officer  data  digital  executive 
may 2019 by jonerp
Voice search is here – can you hear it?
"Voice search; voice answers; voice actions; are you there yet?"
crm  and  customer  experience  digital  content  marketing  iot  robotics  ai  machine  intelligence 
may 2019 by jonerp
Bill McDermott’s outsized SAP valuation ambition – a Rubicon crossed or a bridge too far?
"Can SAP pull off a doubling or more of its current market valuation? McDermott is making the case but it is hard to see how the numbers stack up."
cloud  erp  financials  and  supply  chain  crm  customer  experience 
april 2019 by jonerp
NICE Interactions ’19 review – MoneyGram’s call center cloud transformation sets the tone
"I wasn't sure what to expect from NICE Interactions. What I got was a memorable show that raised provocative questions. Customers like MoneyGram made a vivid case for call center transformation - plenty to debate and analyze here."
analytics  planning  and  data  analysis  crm  customer  experience  service  management  digital  enterprise  in  the  real  world 
april 2019 by jonerp
Qualtrics and SAP’s new mission as a ‘system of action’ – exclusive interview
"In an exclusive interview Qualtrics CEO Ryan Smith and SAP's Adaire Fox-Martin explain the software giant's new mission as a system of action for customers"
analytics  planning  and  data  analysis  cloud  erp  financials  supply  chain  crm  customer  experience  user  xaas 
april 2019 by jonerp
Bed, Bath & Beyond’s omni-channel transformation needs more proof points as “detached from reality” management comes under fire
"Activist investors are circling the CEO and management team at Bed, Bath & Beyond, with the retailer still moving too slowly on omni-channel transformation."
analytics  planning  and  data  analysis  crm  customer  experience  e-commerce  retail  the  omni-channel 
april 2019 by jonerp
Zoholics 2019 review – Zoho One customer Purolite shares lessons on cloud adoption and adapting to change
"Zoholics 2019 was a milestone event for Zoho, with important product announcements - and an upstart challenge to new rivals. Early highlights include these four lessons on cloud software transitions from Zoho One customer Purolite."
crm  and  customer  experience  digital  enterprise  in  the  real  world  use  cases 
april 2019 by jonerp
How Google Cloud aims to stay relevant as AWS momentum plows on
"Kurt Marko offers his analysis of the announcements coming out of Google Cloud Next and the performance of new head honcho, Thomas Kurian."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  internet  of  things  iot  robotics  ai  machine  intelligence  productivity 
april 2019 by jonerp
Putting Adobe’s partnership strategy to the test – Workfront’s view from the Adobe Summit
"In the era of customer experience, partnerships are high stakes. No single vendor has the data to deliver on CX promises. Here's my take on Adobe partners at the Adobe Summit 2019, from ServiceNow to Workfront."
analytics  planning  and  data  analysis  collaboration  sharing  digital  productivity  crm  customer  experience 
april 2019 by jonerp
Infor 3.0 is all about people and the future of work – an interview with CEO Charles Phillips
"I sit down with Infor CEO Charles Phillips to discuss how he’s tackling the next phase of Infor’s strategy, which places people at the centre of business systems."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  collaboration  sharing  digital  productivity  crm  customer  experience  future  of  work  hcm  the 
april 2019 by jonerp
You want AI with that? McDonald’s latest tech gambit gets highly personal
"McDonald's splashes out $300 million on its very own AI tech firm - personalised burger menus on the way!"
analytics  planning  and  data  analysis  crm  customer  experience  digital  enterprise  in  the  real  world  machine  intelligence  ai  retail  e-commerce  omni-channel  social  use  cases 
march 2019 by jonerp
Adobe Summit 2019 – how Avianca Airlines is facing the transformation challenge
"With all the hype around customer experience at Adobe Summit, it's time to put it to the test. Here's what I learned from the CTO of Adobe customer Avianca Airlines about their ambitious transformation project."
crm  and  customer  experience  digital  enterprise  in  the  real  world  transformation  -  frictionless  use  cases 
march 2019 by jonerp
Burgers, toothbrushes and flatpack furniture – Zuora CEO points to Subscription Economy transformation boom
"The Subscription Economy is booming and that means legacy business models need to be updated, says Tien Tzuo."
crm  and  customer  experience  financials  retail  e-commerce  the  omni-channel 
march 2019 by jonerp
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 
march 2019 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 
march 2019 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 
march 2019 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 
march 2019 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 
february 2019 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 
february 2019 by jonerp
The Missing Link for Effective Personalization
"It is really hard for content owners or creators to figure out how to create content for this user-centric world. Sure, I can “chunk” things up, but when the assembly is dynamic, it is hard to create a flowing coherent story. It also requires a significant investment in understanding the user.

When that is missing, what usually happens isleast common denominator results. The most impactful elements of the product don’t get leveraged, but some of the capabilities that were developed to deliver those capabilities do get used. For us, customers focused more on easy content contribution than role based tailoring. Or, we saw them create personalized content, but much of it was duplicated, creating a versioning nightmare (finding all of the “common elements” when a change or update was needed). Overall, we were moderately, vs. wildly, successful as a result."
go-to-market  content  creation  customer  centric  personalization  user 
february 2019 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 
january 2019 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 
january 2019 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 
january 2019 by jonerp
Customer experience disconnect is putting businesses at risk
"Research from Dimension Data shows that 70% of respondents said customer experience is not represented at board level. The research indicates that lower-level management or multiple managers often assuming responsibility. Furthermore, only 17% said their organisation takes a fully integrated, centralised approach to user experience."
erp  latest  news  ai  analytics  artificial  intelligence  customer  experience  cx  digital  integration  ecommerce  retail  user  visualsoft 
january 2019 by jonerp
Event Report: #WEF19 #Davos2019 Globalization 4.0 Under Fire As Global Leaders Fail The Populace
"While noble in intent, the forum drives deep discussion among its members. The research into political, societal, economic, and technology issues have raised public awareness. Despite the number of world leaders, business executives, non-profit pioneers, and other change agents, few major initiatives move from concept to commercialization and impact the general populace. Hence, many skeptics continue to criticize the WEF efforts."
@rwang0  2019  alliances  apps  strategy  artificial  intelligence  business  transformation  ceo  chief  customer  officer  data  digital  executive  financial 
january 2019 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 
january 2019 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 
january 2019 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 
january 2019 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 
january 2019 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 
january 2019 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 
january 2019 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 
december 2018 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 
december 2018 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 
december 2018 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
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
Three Tests to Assess Your Customer Centricity-Beyond Lip Service
"Customers are a rich source of information and feedback. But often, that feedback feels like a burden if your organization is prepared to embrace it. I’ve talked to many companies that are worried about customer communities, because of the concern that customers will share bad experiences."
go-to-market  advisory  board  advocacy  customer  centricity  communities  experience  cx  enterprise  persona  ideal  profile  product  strategy 
december 2018 by jonerp
US survey says shoppers want less automation, more human interaction with customer service
"The report revealed that, despite misconceptions of robots taking over, consumers still want human interaction while navigating digital assets. What’s more, they don’t expect, nor want technology to replace real people. It’s true consumers are open-minded about using technology like chatbots that save time and make life easier. But they still trust humans to help solve more complex problems and make experiences such as online shopping, filling a prescription or making a bank deposit — more enjoyable."
erp  latest  news  ai  artificial  intelligence  automation  brands  chatbots  customer  service  gartner  human  interaction  research  retail 
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
Elevating Customer and Influencer Marketing
"With these changes, create collaborative programs between these two functions. It is hard to imagine an activity that would build more trust and credibility than making it easy for customers and influencers to engage with each other—both in structured meetings and unstructured conversations and activities. Jon Reed from diginomica shared a story recently of one example of this that blew me away But, why are these things, that make so much sense when you hear about them, the exception rather than the rule?"
uncategorized  analyst  relations  customer  marketing  references  influencer  organization 
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
The Most Important Thing about B2B Personas-Common Ground
"The most important persona-style effort a B2B organization can invest in is the development of an ideal customer profile, something we coined as “The Enterprise Persona.” That profile can, and should include psychographics of the enterprise (among other dimensions)–something that Gartner is helping with via our Enterprise Technology Adoption Profiles. You can build 3 personas in this area. You start with the ideal customer. Then identify deviations from the ideal that would be viable as a good target–the acceptable customer profile. And, finally, identify deviations from ideal that would be a signal that a win, or the ability to make sure the client got value even if you win, would be unlikely–the unacceptable customer profile. Understanding this is most important."
go-to-market  enterprise  persona  technology  adoption  profiles  eta  ideal  customer  profile  personas  psychographics 
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
Key Takeaways from Dreamforce 2018
"Bundling products and going to market with product platforms and/or bundles is a common tactic of IT vendors and especially cloud vendors. Even cable companies use this tactic to strengthen vendor lock-in and increase adoption. If more companies purchase the bundled offering, the vendor has the ability to report higher adoption rates of the products that make up the bundle regardless of how many companies are actually using that particular product. Bundles like Salesforce’s Customer 360 also make it significantly harder for customers to walk away since multiple aspects of their business now depend on Salesforce to function."
salesforce.com  customer  360  platform  dreamforce  einstein  mulesoft  salesforce  sfdc 
october 2018 by jonerp
All Revenue Is Good Revenue Attitudes Force Compromises
"This discussion is almost always a short term vs. long term perspective. Short term, there is pressure to “make the number.” And that scales across the company as you go from sales rep, to manager, to team, to division, etc. But long term, I believe that most, but not all, of these questionable deals to more harm than good."
go-to-market  ideal  customer  profile  revenue  strategy 
october 2018 by jonerp
Journeys in big data and AI across the transport networks of London & Paris
"We should take notice of the pioneering work in big data and AI done by digital innovators at public transport networks - two examples from London and Paris"
customer  service  management  frictionless  enterprise  machine  intelligence  and  ai  mobile  social  use  cases 
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
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