Posts Tagged ‘CIO’

Event Report: Marketo Moves From Revenue Management To Customer Engagement Platform #MKTGNation14

Marketo Moves Beyond Revenue To Customer Engagement Platform


A growing realization that funnels are dead again (and again) in sales, marketing, service, and commerce drives a big shift in the digital business disruption.  In front of 6000 customers, prospects, influencers, and employees, Marketo’s CEO Phil Fernandez put to bed some myths about the mix of Marketo’s key customer industries, showcased significant customer success stories, and announced new product features including the new customer engagement platform.  An analysis of the news from Marketing Nation 2014 in San Francisco includes:

  • Launch Of A New Customer Engagement Platform. The new Engagement Platform includes three signature features: Real-Time Personalization, Marketing Calendar, and Search Engine Optimization.  Real-Time Personalization enables a campaign to personalize across multiple channels including email, web, and mobile.   Marketing Calendar provides an interactive visual interface to manage campaigns.  Search Engine Optimization includes tools to analyze keyword rankings, suggest new key words, and optimize web page rankings.

    Point of View (POV):
    The shift from revenue management and marketing automation to a broader scope of customer engagement is critical.  Customers expect category leaders such as Marketo to anticipate customer needs and set vision.  The shift to digital transformation requires brands and organizations to design traditional marketing activities as part of a larger customer experience continuum.  Real-time personalization plays a key role in ensuring relevancy across channels.  The Marketing Calendar improves collaboration among internal and external teams.  The SEO optimization is one of many tools required to optimize existing campaigns and programs.  In speaking to over 50 customers at the event,  the general consensus was that the new product announcements would move Marketo from one-trick departmental pony to broader CMO platform.
  • Partnership with Axciom To Deliver Mass Personalization At Scale. Marketo announced a partnership between the new customer engagement platform and Axciom’s Audience Operating System (AOS).  AOS brings a rich stack that includes an applications layer, audience operations layer, and data layer to help organizations engage in a single view of customers across multiple channels.  Using Acxiom’s AbiliTag™ Real-Time Insight organizations can take relevant segmentation information to craft personalized marketing messages.

    (POV):
    Customer engagement systems must deliver massive contextual relevancy at scale, create role-tailored communication styles, deliver bionic user experiences, and move at the right time More…

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

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 Cincinnati, Ohio based customer experience software vendor provides cloud contact center and service management solutions that bridge the worlds of physical goods with customer experience.  The analysis of the three announcements show:

  • Where after market sales and service creates a strategic differentiator for Cincom. Cincom signed a reseller partnership with Vertical Solutions for integrated Field Service Management and Maintenance Repair Operations.  Cincom is a global Microsoft ISV for manufacturing. The partnership allows Cincom to resell VSI’s Service Lifecycle Management Solution with Cincom’s Business Suite for Microsoft Dynamics AX.

    Point of View (POV):
    In the current digital business transformation, manufacturers realize that product margins can no longer sustain growth.  While service revenues, warranty management, and installation can provide additional revenues, organizations must move from selling products to keeping brand promises.  Post sales service is a key component to ensuring that the brand promise is kept for manufacturers.
  • Why supply chain and post sales service should team up to improve customer experience in the Blue Horseshoe partnership. Blue Horseshoe provides a Supply Chain Suite for Microsoft Dynamics AX.  The partnership ties customer support, field service and mobile environments with logistics, supply chain, transportation management, advanced warehousing, and order completion.

    (POV):
    While the Blue Horseshoe solution provides a robust capability in supply chain, Vertical Solutions provides post sales and complex field service requirements.  These requirements enable customers to deliver on the complete order management cycle.  In speaking with several Blue Horseshoe and Microsoft Dynamics AX customers, they have a need to reduce warranty costs and improve customer satisfaction through improved first visit resolution programs.  Constellation believes that customers do not care what department resolves the issue, just that the issue is resolved across the continuum of customer engagement.
  • How video streaming can provide real-time access to experts through the Vidcie partnership. The partnership with Vidcie allows customers to integrate video streaming technology into the VSI enterprise Service Lifecycle Management solution VServiceManagement.  Vidcie is a Silicon Valley based hands free live streaming, mobile, and wearable technology provider.  Vidcie is More…

Event Report: #AdobeSummit Celebrates Digital Marketing From Creative To Commerce

Market Leaders And Fast Followers Celebrate Over A Decade Of Digital Marketing Vision

In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early adopters and converted.  Fast forward eleven years to 2014, an estimated 5600+ customers, partners, influencers, and prospects gathered at the Salt Palace in Salt Lake City, Utah, March 25th to March 28th, 2014, in search of reinvention in digital marketing (see Figure 1).  Since that time, Adobe Summit has emerged as a must attend event for those looking at the entire digital experience from creative to commerce.  Despite the size, this year’s event remained equally intimate.  At almost every venue, restaurant, or session, attendees remarked on how easy it was to meet people and discover, connect, and engage on the future of digital marketing.

Figure 1. Adobe CEO, Shantanu Narayen Opening The General Session on the Need for Reinvention In Marketing

Source: Adobe

Adobe Summit 2014 Announcements Focus On Needs Versus Wants

New product enhancements, a new release, and a few key partnerships highlight advancements in Marketing Cloud which includes a number of organically developed products and acquisitions of Omniture, Day Software, Efficient Frontier, and Neolane.  Today, the Adobe Marketing Cloud includes Adobe Social, Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Media Optimizer, and Adobe Campaign (see Figure 2).  This year’s announcements reflect a need to improve integration among the acquisitions and deliver core needs versus nice to have capabilities.  Main announcements from this year’s summit include:

Figure 2. The Six Components Of The Adobe Marketing Cloud

Source: Adobe

  • Adobe Marketing Cloud Core Services Improve Suite Value.  Adobe announced new cores services for Marketing Cloud.  These services include a key master marketing profile, shared assets, marketing mix planning, identity, contextual activation, tag management, integration, and collaboration.

    Point of view (POV):
    The core marketing services are much needed to bring not only the acquisitions together, but also future partner integrations.  The Master Marketing Profile allows marketers to aggregate profiles information from multiple sources.  Shared assets put the power of the Adobe Creative Suite to work allowing marketers to create once use everywhere.  Marketing mix planning enables marketers to tie together attribution, analytics, media planning and execution to analytics and campaign activation.  The new identity capabilities are a good start, but much more will be required to support commerce apps entering a digital business world where trust is the new currency and transparency must balance privacy.

Event Report: The Storify From #AdobeSummit

Market Leaders And Fast Followers Celebrate A Decade Of Digital Marketing Vision

In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early adopters and converted.  Fast forward eleven years to 2014, an estimated 7000 customers, partners, influencers, and prospects gathered at the Salt Palace in Salt Lake City, Utah March 25th to March 28th, 2014 in search of reinvention in digital marketing (see Figure 1).  Since that time, Adobe Summit has emerged as a must attend event for those looking at the entire digital experience from creative to commerce.  Despite the size, this year’s event remained equally intimate.  At almost every venue, restaurant, or session, attendees remarked on how easy it was to meet people and discover, connect, and engage on the future of digital marketing.

Enclosed is the Storify of Tweets from #AdobeSummit:

Figure 1. Storify from #AdobeSummit


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Research Report: Digital ARTISANs – The Seven Building Blocks Behind Building A Digital Business DNA

Shift to Digital Businesses Requires A Transformation Of Leadership And Organizational DNA

The discussion about digital business often goes deep into the five pillars of digital technologies.  In fact, the convergence of these pillars have spawned the latest and trendiest iterations of technology from enabling the sharing economy to 3D printers to wearables that drive sensor and analytical ecosystems.  As organizations contemplate how these broad based digital business trends will disrupt existing business models, leaders can apply Constellation’s Futurist Framework [Download the report snapshot] and consider dimensions from the political, economic, societal, technological, environmental, and legislative (PESTEL) angles.  However, even after much planning, astute CXO’s from market leading and fast follower organizations quickly realize that technology and process alone is not enough to transform their organization’s DNA inside the organization.

It’s Still The People, Stupid!

Despite robots potentially taking over by 2020 (snark), people still play a key role in the success of digital business transformation.  In the shift from selling products and services to promising outcomes and experiences, information flows faster.  Every node and person in the digital network must react more quickly, yet also needs to be more intelligent.  Success comes faster but so does failure.  Thus, both the seduction of massive success and the fear of facing massive failure provides a great catalyst to design, influence, infuse, or transplant the proper digital DNA.

The DNA Of Digital Artisans Blend The Intelligence Of Quant Jocks With The Co Innovation Skills Of The Creative Class

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Event Report: Microsoft Convergence 2014 Day 1 Demonstrates Solid Momentum and Mindshare ( #CONV14 )

Microsoft Convergence Kicks Off In Atlanta

The annual Microsoft Convergence customer event kicked off on March 4th, 2014.  Far from the days of the Stampede in Fargo, North Dakota, the event shows how far the Microsoft Dynamics customers, partners, and products have progressed.  Over 12,000 attendees including customers, partners, staff, and prospects gathered in Atlanta, GA for the largest Microsoft Enterprise Applications conference.  The sold out event featured a volunteer program on Day 0 and a good number of partner meetings the weekend before.  Analysis from four key announcements on Day 1 include:

  • Microsoft Dynamics gaining momentum on the large enterprise and divisions of large enterprises. Key customers presenting in the opening keynote include Chobani, City Harvest Inc, Delta Airlines, Lotus F1 Team, New Belgium Brewery, and Weight Watchers.  These presenting customers share a key theme of customer centricity and a Microsoft enterprise backbone.  Moreover, many showcase the devices and services theme set by former CEO Steve Ballmer.

    Point of View (POV):
    Constellation sees a growing trend where organizations and brands move to Dynamics for both CRM and ERP.  The ability to integrate back to other Microsoft technologies such as SharePoint, Office 365, and Azure Services provides both a pull and a push.  As organizations think about consolidating vendors and moving to the cloud, the Microsoft Dynamics team provides some compelling options in manufacturing, retail, distribution, public sector, professional services, and travel and entertainment.  The launch of a Microsoft Dynamics CRM Online Enterprise License at $200 per user per month show cases the move upmarket.
  • Dynamics CRM users gain key marketing and social capabilities. Microsoft announces the next release of Dynamics CRM in Q2 of 2014.  Microsoft Dynamics Marketing, which was formed from the Marketing Pilot acquisition , debuts to assist with campaign management.  The service and support offering gains new features such as Unified Service Desk along with closer integration to recently acquired Parature.  Newly launched Microsoft Social Listening launches at no additional charge for Dynamics CRM Online professional license holders.

    (POV):
    The rewrite of acquired entity Marketing Pilot provides some improvement to the original product.  Parity at the Exact Target and Hubspot level will take at least two to three more releases.  Release of unified service desk paired with Parature, provides a powerful combination in customer service and support.  Microsoft Social Listening finally provides customers with a social tool that has been sorely missing in the line up.  More importantly, in CRM and customer experience, the mobile access options have not forced customers onto Windows Phone and instead have provided native support of iOS and Android..
  • Dynamics ERP users prepare for new releases. Dynamics GP gets a release for Q1 2014 that includes identity management, workflow, and self service companion apps.  Dynamics NAV shoudl receive an update in Q4 2014.  More importantly, the team announced the availability of Microsoft Dynamics AX 2012 R3 for May 1st 2014.  Key themes include mobile enablement, support for deployment on Windows Azure in the Infrastructure as a Service (IaaS) layer, and an end to end apps and services framework.  .  The cross offering with the Windows Azure team is the Microsoft Dynamics Lifecycle Services which improve implementation times and enable agile updates.

    More…

News Analysis: FinancialForce.com ERP Arrives To Signal The Era Of Best Of Breed Cloud Suites

FinancialForce Debuts Its Full ERP Suite


On February 19th, San Francisco headquartered, FinancialForce.com announced the launch of its full suite of ERP offerings built on the Salesforce1 platform.  Backed by investments from UNIT4 and Salesforce.com, the cloud based vendor began as a single ledger financial management system built on the Salesforce.com Force.com platform.  The announcement and product launch shows how FinancialForce:

  • Delivers a full ERP suite on the Salesforce1 platform. The platform brings together a series of organic products and recent acquisitions in HR, supply chain, and project management (see Figure 1).  The December 2010 acquisition of Appirio’s professional services automation assets form the Professional Services Automation offering.  The 2013 acquisitions of Vana Workforce and Less Software brought the human capital management (HCM) and supply chain management (SCM) capabilities.

    Point of View (POV):
    The management team at FinacialForce.com was smart to bring in acquisitions built on the original Force.com platform.  Post merger integration was greatly simplified as the products shared a common architectural base.  More importantly, the acquired solutions were easily upgraded to the Salesforce1 platform to create an end to end ERP cloud based ERP suite.  Customers gain the full advantages of the Salesforce 1 platform and integration with the core Salesforce CRM offerings.
  • Demonstrates focus on long term growth and viability .  FinancialForce.com showed 80% year over year growth in revenue run-rate compared to 2012.  Headcount grew 62% year over year with over 260 global employees.  Furthermore, customers represent a global base with 27 countries and users in 45 countries.

    (POV):
    Cloud has gone mainstream and customers now expect their cloud companies to demonstrate viability.  The mergers and acquisitions required to build a full cloud ERP suite signal a maturity by FinancialForce.com and the market.  Early customers of the full suite provide positive references on both the synergies of the ERP offering and the flexibility of the Salesforce1 platform for extensibility.

Figure 1. FinancialForce.com Launches A Full Integrated ERP Suite

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Research Summary: Next Generation CIOs Aspire To Focus More On Innovation And The Chief Digital Officer Role

Executive Summary

Constellation shares with its clients the fourth annual groundbreaking survey of CIOs later this week.  The 2014 survey interviews respondents about their priorities by CIO persona.  Constellation identified infrastructure, integration, intelligence, and innnovaiton as the four personas of the next gen CIO in 2011.

Survey results show that while CIO’s prefer to spend more time on innovation projects, most CIOs must spend their time battling the reduction of cost in IT delivery.  In the shift towards dominating digital disruption, CIOs can only move as fast as their organization’s DNA will allow while driving transformation. Using Constellation’s organizational DNA framework, CIOs can understand how much change they can expect their organization to consume and gauge their ability to impact the thought process and culture.  An excerpt of some of the findings can be found below:

A. CIOs Must Battle Keeping The Lights On Despite A Desire To Focus On Innovation

In Constellation’s recent CIO survey of 119 respondents, over 44% expressed that reducing the cost of IT delivery remained the number one priority (see Figure 2).  However when asked what should be the number one priority almost 44% expressed that bringing innovation to the business was the number one requirement (see Figure 3).

Figure 1. CIOs Still Prioritize Reducing IT Costs

Figure 2.  Bringing Innovation to the Business Is Top Of Mind On The CIO Agenda

B. CIOs Must Overcome Three Barriers To Bringing Innovation To The Business

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Quips: Good Technology Data Validates That Apple iOS Is Still King of Enterprise Class Mobile in The US

Apple Grows In Net Activations In Q4 As Well As Overall

The February 12th, 2014 Good Technology Mobility Index report validates what many North American based enterprises know – Apple iOS is dominating Google Android inside the enterprise in the US markets.   While this data is limited to the Good Technology customer base, which has a strong US following, anecdotal inquires and formal polling by Constellation Research, Inc. validate that this data is directionally accurate.  Here are three graphics that illustrate the point:

  1. Net Activations By Type of Device Show iOS up in Smart Phone and Tablets While Android Drops
  2. More…

News Analysis: Rimini Street Vs Oracle Ruling Has No Negative Impact on Third Party Maintenance Rights

Recent Oracle vs Rimini Street Ruling Is About Customer Software License Rights Not Third Party Maintenance

On February 13th, 2014, the United States District Court , District of Nevada Judge Larry Hicks issued a partial summary judgment in the Oracle vs Rimini Street Case. Here’s the executive summary to key questions about the ruling*:

Is Third Party Maintenance still valid for Oracle products or anyone else? Yes.  Users should make sure this right is explicit in all future software deals.

Can a customer give a copy to a third party? Yes if you have this in your license agreement.   Users should negotiate this in  contracts to ensure this right exists and remains as part of the ownership experience.

Do you have to read every contract detail before a third party maintenance provider can host the software? Yes. If there are site restrictions  and if you want to host it in a vendor’s own data center.  Make sure you have the right to a site change or site license change.

Can copies of software from customers that are loaded onto the server that are identical to what another customer’s rights be used or reloaded. Yes, the software license goes to intellectual property not to the media.  Third party maintenance vendors can use the same instance in setting up their clients and this will drive down the cost.

Does this ruling impact other businesses? Yes.  If you have no site specific rights, you can’t have a third party outsource or host.  This could have major legal ramifications for Oracle and other vendor’s existing hosting and outsourcing businesses.

Four Customer Cases End In A Draw For Oracle and Rimini Street Based On Contract Law Technicalities

The ruling includes cases from four customers each with unique contract language:

  • City of Flint – US District Court rules In Oracle’s favor. “Based on the court’s ruling s above, none of Rimini’s asserted license provisions (Sections 1.2(b), 1.2( c), or 14.2) expressly authorize Rimini ’s copying of Oracle’ s copy righted PeopleSoft branded software a s a matter of law. Therefore, the court finds that Oracle is entitled to summary judgment on Rimini’s express license affirmative defense as it relates to the City of Flint, and the court shall grant Oracle ’s motion accordingly.

    Point of View (POV):
    The City of Flint’s PeopleSoft contracts were pre-Internet and did not allow for third parties to copy licenses onto other servers on their behalf.  In fact, the licenses only allowed for the City of Flint to provide “access to and use of the Software” to a third party.  The ruling makes sense and is based on how the license contract is written.
  • Pittsburgh Public Schools – US District Court rules In Oracle’s favor. “Based on the rulings above, the court finds that none of Rimini’s asserted license provisions (Sections 1.1, 1.2, or 10.2) expressly authorize Rimini’s copying of Oracle’s copy righted PeopleSoft branded software as a matter of law. Therefore, the court finds that Oracle is entitled to summary judgment on Rimini’s express license affirmative defense as it relates to the Pittsburgh Public Schools, and the court shall grant Oracle’s motion accordingly”.

    (POV):
    Despite Oracle granting the Pittsburgh Public Schools “a nonexclusive, nontransferable license to make and run copies of the Software, “the right to access and use the Software is a separate right from the right to copy or reproduce software”.  The ruling makes sense as with City of Flint based on the language in the original PeopleSoft contract.

Trends: [VIDEO] The Digital Business Disruption Ahead Preview – NASSCOM India Leadership Forum (#NASSCOM_ILF)

A 10-Minute Preview Video Interview Of The Digital Business Disruption Ahead From The #NASSCOM_ILF Team

On January 17th, 2014, the NASSCOM team interviewed Constellation Research about the digital disruption ahead.  The short 10 minute video covers key topics including:

  • Convergence of the five pillars of digital business drive the current digital disruption. The end of social, mobile, analytics, cloud, and UC (i.e. SMAC) as you know it.
  • The new ecosystems of digital business bring new opportunities. From GE’s industrial internet to mass personalization at scale, to augmented humanity, Constellation sees a new future beyond the traditional software ecosystems.
  • Everyone vs Amazon is becoming a reality. Insights on why everyone is competing with Amazon not only in retail, but also in the cloud, physical distribution, and media.
  • Mergers and acquisitions in software signal a maturing industry category. Large enterprise software companies no longer innovate fast enough and have to purchase startups for IP and growth.
  • Mobile first and cloud first drive key success factors. Constellation sees the need to move to mobile first in order to innovate and move at the speed of digital business change.
  • Service providers must focus on a higher stack. IT services firms traditionally deliver operations, maintenance, and transfer.  However the value add and higher margins are in design and build.
  • Preview of the Constellation Futurist Framework. Using a PESTEL model, Constellation provides a sneak peak in some of the big 2014 futurist trends.

VIDEO: The Digital Business Disruption Previw

Source: NASSCOM

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The Bottom Line: The Shift To Digital Business Disruption Will Forever Transform The Service Provider Landscape

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Quips: What the Google Motorola – Lenovo Deal Is Really About

Google Enters China Via Lenovo While Counter Balancing Samsung

On January 29th, 2014, Mountain View based Google announced it would sell it’s Motorola Mobility unit to Chinese based Lenovo for $2.91 in cash and stock.  The deal cuts across many spectrum including mobile OS, computing wars, and search.  Here’s 12 talking points:

Source: Not sure, but not mine

  1. Google keeps most of the 17,000 patents which it purchased for $12.5B.  This patent trove allows it to compete on Internet of Things (IoT), sensor analytical ecosystems, and other key mobile technologies.
  2. Google needs a counterweight to Samsung who’s been looking at swapping OS.
  3. Google now gains a China strategy.
  4. Google takes a 5.94% stake with a $750M investment in Lenovo
  5. Google has a less than 2% search market share in China as they pulled out in protest, but with Lenovo, they gain an ability to enter mobile search through Lenovo as a back door.
  6. Lenovo is a perfect mid and long-term competitor to Samsung
  7. Lenovo now has the key technology to launch into mobile and cut down the time to market by 3 to 5 years.
  8. Lenovo can build the end to end hardware platforms required for a full line of servers, laptops, tablets, and mobile devices.
  9. Lenovo gains a trusted partner on OS in Google Android and can plug into the ecosystem
  10. Microsoft continues to be isolated in market share and ecosystem and faces a distribution problem.
  11. Apple faces more pressure from Google through Lenovo and Samsung for OS operating share and from multiple price points.
  12. Dell faces more competition from Lenovo across all product lines given the acquisition of IBM’s mid range business.

The Bottom Line: Google Gains A Key Partner With Sale Of Motorola To Lenovo

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