Posts Tagged ‘Cisco’

Monday’s Musings: A Working Vendor Landscape For Social Business

Confusion Persists In The Social Business Market

As with any new disruptive technology, the social business solution landscape faces a dynamic, confusing, and converging market. As vendors seek to grab mind share and market share, customers and prospects remain confused as to what are the right business problems to address with social business. However, rampant confusion among users hampers efforts to solve business issues. Three key factors accelerate this level of confusion:

  1. Early adopter market. Constantly changing conditions force customers to alter original plans as executive sponsorship fluctuates from intense to pensive and back to intense in short cycles. Projects remain secretive for competitive advantage reasons. Consequently, prospects lack strong case studies to build off of despite peer groups, adoption networks. Prospects seek metrics that matter and relevant use cases.
  2. Consumerization of IT. With increased social media penetration, success in consumer grade products highlight the potential for enterprise adoption. However, most enterprise class products remain one to two generations behind in achieving similar capabilities. As business users gravitate towards simple, scalable, and sexy attributes; IT departments seek to rein in shadow IT efforts with safety, security, and sustainability requirements.
  3. Marketing mayhem. Fast paced markets always generate hype in marketing messages. Hence, legacy collaboration, community platform, CRM, unified communications, integration platform, and office productivity vendors seek to reposition themselves and address the emerging and trendy social business use cases customers seek.

Social Business Vendors Converge Towards Business Value Sweet Spot

The vendor landscape for social business market represents a diverse and broad collection of solutions.  Vendors approach the market from multiple heritage points, technologies, and markets.  Four key criteria cut across two axes (see Figure 1):

  1. External facing vs internal facing.  External facing includes customers, partners, and suppliers.  Internal facing include employees and trusted networks within the corporate firewall.
  2. Platforms and infrastructure vs purpose built solutions.  Platforms and infrastructure referred to core technology solutions.  Purpose built solutions address specific applications.

Figure 1. Social Business Vendors Converge Towards Business Value Sweet Spot (Working Draft)


Monday’s Musings: Reflections On Obama And The False Hope For A Tech Halo

President Obama’s Visit Reflects The Importance Of Silicon Valley To The US Economy
By now everyone’s seen and re-seen the photo showing the tech-centric dinner at John Doerr’s house in Woodside, CA on February 17th, 2011 (see Figure 1).  With a guest list that included most of the “Captains of the Tech Industry” it would have been great to be a fly on the wall that night to hear what was the secret to innovation and how we could improve education.  On many levels, the dinner and the publicity surrounding the visit did emphasize:

  • The President’s desire to rub off the tech halo. For the White House, here was a chance to highlight an area of the economy that has managed to survive the global meltdown by out innovating the competition.  President Obama’s State of the Union talked about how a tech led job creation would be a key component of recovery.  The valley served as a great backdrop to show where this was already happening.
  • How lobbying does pay off for the Valley. For tech leaders in the valley, here was a chance to bend the President’s ear on a number of policies and reap the benefits of all the money spent lobbying.  In fact, among the 10 guests, showed $735,000 given to the President’s party among the overall $913,000 contributed to all political candidates.  I would expect more official economic delegations and trade missions to come from the renewed focus on tech.  Many tech firms pondering the need for strong government affairs teams regained religion.
  • The state of Steve Jobs’ health. Good news!  Steve seemed healthy enough to dine with the President. After all the trash talk in the papers, a picture proved enough to quiet the critics.  Yes, that wasn’t a stunt double like Kim Jong Il!  In fact, the picture quelled all rumors.

Figure 1. President Obama’s Tech Centric Dinner Photo Op

Credits: White House Press Office.  Attendees include: Carol Bartz, President and CEO, Yahoo!; John Chambers, CEO and Chairman, Cisco Systems; Dick Costolo, CEO, Twitter; John Doerr, Partner, Kleiner Perkins Caufield & Byers; Larry Ellison, Co-Founder and CEO, Oracle; Reed Hastings, CEO, NetFlix; John Hennessy, President, Stanford University; Steve Jobs, Chairman and CEO, Apple; Art Levinson, Chairman and former CEO, Genentech; Eric Schmidt, Chairman and CEO, Google; Steve Westly, Managing Partner and Founder, The Westly Group; Mark Zuckerberg, Founder, President, and CEO, Facebook

Success In The Valley Stems From The Hard Work And Investment From…<GASP> Other Countries

One can only imagine the reasons punted around that night on why Silicon Valley is successful in delivering on concept to cash.  It’s true – the valley enjoys many of the assets that bring out innovation and helps the US lead with high tech jobs.  We have a top notch workforce.  We have several great universities.  We have a history of entrepreneurship.  We have access to funding and capital.  Many would think these elements were endemic to Silicon Valley.  Unfortunately, that’s not true.


Research Report: How The Five Pillars Of Consumer Tech Influence Enterprise Innovation

Most Enterprise Software Vendors Fail To Deliver Innovation

Despite hundreds of billions wasted on failed research and development projects, most market influencers would agree that enterprise software vendors have produced a dearth of innovation over the past decade.  Vendors often cite UI re-skins, major functionality additions, integration of acquisitions, technology re-platforms, and weak attempts at faking cloud computing as innovations.  In fact, let’s call it what it is.  Only a handful of enterprise software vendors have truly innovated.   Many enterprise software vendors are fast followers.  Most are innovation laggards living off fat maintenance revenue streams.  Ask any product strategist where they gain their inspiration and they will all cite advancements in consumer technology; and not peer enterprise competitors.

Innovative Enterprises Push Forward Mostly On Their Own

During this year’s Information Week 500 event, conversations with over 50 leading business technology leaders highlighted the growing gap in innovation.  These next gen leaders demonstrated how they were turning to consumer tech advancements to influence their custom development efforts; and/or seeking emerging vendors with innovative offerings.

For example, Bill Martin, the CIO of Royal Caribbean showed how design thinking coupled with real-time analytics and on-board mobility could improve the cruise experience on the largest ship ever built.  Shawn Kleim, Director of Development at WetSeal, provided proof points on mobility and social convergence in driving retail sales and eCommerce in the highly competitive teen apparel market.  Dave Bent, Senior VP of eBusiness services and CIO of United Stationers, proved how a company could deliver cloud services to partners and create competitive advantage across a value chain.

A number of CIO’s showcased how they were taking advantage of the cloud with SaaS apps and private clouds. Others discussed their efforts to optimize costs using third party maintenance to pay for innovation.  The common lessons learned – most did not expect to gain market advantage from their existing and legacy vendors.  Innovations came from the consumer tech side and next generation solution providers.  Consumer tech advancements influenced business driven technology advancements.

Software And Tech Vendors Rush To Incorporate The Five Pillars Of Consumer Tech

Ten elements drive key design points for next generation apps.  These design points showcase how advancements in consumer tech now permeate the enterprise.  Design thinking concepts drive dynamic user experiences, business process focus, and community connectedness.  Based on existing research, deep dives into major vendor road maps, and validation with clients, five pillars of consumer tech have emerged as the foundation for future inspiration in the enterprise (see Figure 1):

Figure 1.  Five Pillars Of Consumer Tech Will Influence Enterprise Software Throughout The Next Decade


News Analysis: New HP Leadership Indicates Interest In Enterprise Software

Two Seasoned Software Veterans Join Hewlett-Packard

On September 30th, 2010, Hewlett-Packard (HP) announced two significant changes in its leadership structure.  Former SAP CEO Léo Apotheker was named as CEO; and Kleiner Perkins partner and former Oracle COO, Ray Lane was named as non-executive Chairman.  These two appointments signal a seriousness to shake things up for the better at HP because:

  • Cloud computing and consolidation forces hardware companies such as HP to seek higher margins. Most hardware vendors face single digit margins in their core business.  To bolster margins, many vendors acquired system integration and BPO firms.  For example, HP purchased EDS and Dell acquired Perot Systems.  The next logical step requires the hardware vendors to get into software (see Figure 1).  Software margins hover from 10% to 50% depending on the market.  Expect a hardware vendor such as Cisco, Dell, or HP to acquire a cloud based company such as or Rackspace to move into the software business.  HP should go on the SaaS/Cloud offensive if they want to deliver rapid innovation to customers and break the cycle of dependence on packaged apps vendors such as Oracle and SAP.  HP can challenge Oracle through a complete cloud stack of SaaS, Paas, DaaS, and IaaS by investing in white spaces in the solution road map with verticals and other pivot points that have not been well served.  In addition, expect forms of SaaS BPO to emerge as clients seek best of breed SaaS and hybrid deployments.
  • Oracle’s acquisition of Sun follows the 1970′s IBM playbook and HP will compete with Oracle in the long run. Oracle’s going after the “golden age of computing”.  The impact — the tech industry reverts back to the beginning of a 40 year innovation cycle.  For example, mainframe time sharing manifests as SaaS/Cloud.  AS/400 and integrated computing evolves into appliances or cloud in a box.  Oracle’s strategy takes silicon to software and signals a need to deliver turnkey verticalized, integrated offerings.  Should HP continue to just serve in the commoditized infrastructure market, Oracle will beat HP in joint accounts for thought leadership and mind share.  Oracle’s going after the high end server market and the verticalized appliances market.  HP must have something to offer business leaders other than faster, better, cheaper boxes.  Software solutions are admission to the party.  HP could and should partner more closely with SAP in the short term to double up and battle Oracle.

Research Report: The Upcoming Battle For The Largest Share Of The Tech Budget (Part 2) – Cloud Computing

Welcome to a part 2 of a multi-part series on The Software Insider Tech Ecosystem Model.  Part 2 describes how the cloud fits into the model.  Subsequent posts will apply the model to these leading vendors:

      The aggregation of these posts will result into a research report available for reprint rights.

      Cloud Computing Represents The “New” Delivery Model For Internet Based IT Services

      Technology veterans often observe that new mega trends emerge every decade.  The market has evolved from mainframes (1970′s); to mini computers (1980′s); to client server (1990′s); to internet based (2000′s); and now to cloud computing (2010′s).  Many of the cloud computing trends do take users back to the mainframe days of time sharing (i.e. multi-tenancy) and service bureaus (i.e cloud based BPO). What’s changed since 1970?  Quite plenty — users gain better usability, connectivity improves with the internet, storage continue to plummet, and performance increases in processing capability.

      Cloud delivery models share a stack approach similar to traditional delivery.  At the core, both deployment options share four types of properties (see Figure 1):

      1. Consumption – how users consume the apps and business processes
      2. Creation – what’s required to build apps and business processes
      3. Orchestration – how parts are integrated or pulled from an app server
      4. Infrastructure – where the core guts such as servers, storage, and networks reside

      As the über category, Cloud Computing manifests in the four distinct layers of:

      • Business Services and Software-as-a-Service (SaaS) – The traditional apps layer in the cloud includes software as a service apps, business services, and business processes on the server side.
      • Development-as-a-Service (DaaS) – Development tools take shape in the cloud as shared community tools, web based dev tools, and mashup based services.
      • Platform-as-a-Service (PaaS) – Middleware manifests in the cloud with app platforms, database, integration, and process orchestration.
      • Infrastructure-as-a-Service (IaaS) – The physical world goes virtual with servers, networks, storage, and systems management in the cloud.

      Figure 1. Traditional Delivery Compared To Cloud Delivery


      Research Report: The Upcoming Battle For The Largest Share Of The Tech Budget (Part 1) – Overview

      Welcome to a multi-part series on The Software Insider Tech Ecosystem Model.  Subsequent posts will apply the model to these leading vendors:

      • Overview
      • Cloud Computing
      • Cisco
      • Dell
      • HP
      • IBM
      • Microsoft
      • Oracle
      • SAP

      The aggregation of these posts will result into a research report available for reprint rights.

      Business Models Converge During Recessions

      Is your technology provider a hardware vendor or a software vendor? Does your System Integrator now provide solutions in the cloud? These questions will continue as models converge.  Hardware, software, and system integration vendors must reinvent new models of revenue.  The economic recession has forced business model shifts at the major technology companies.  The goal – own the largest share of both the business and IT technology budget,  As these sellers attack new profit pools, buyers can expect continued convergence of business models because:

      • Hardware companies seek higher margins. Most hardware vendors face single digit margins in their core business.  To bolster margins, many vendors acquired system integration firms.  For example, HP purchased EDS and Dell acquired Perot Systems.  The next logical step requires the hardware vendors to get into software.  Software margins hover from 10% to 50% depending on the market.  Expect a hardware vendor such as Cisco, Dell, or HP to acquire a SaaS based company to move into the software business.
      • Service providers build differentiated intellectual property (IP) using the Cloud. Service providers should go on the SaaS/Cloud offensive if they want to deliver rapid innovation to customers and break the cycle of dependence on packaged apps vendors.  Service providers can take market share through SaaS by investing in white spaces in the solution road map with verticals and other pivot points that have not been well served.  In addition, expect forms of SaaS BPO to emerge as clients seek best of breed SaaS and hybrid deployments.
      • Software companies use Cloud to transform into information brokers. SaaS and Cloud deployments provide companies with hidden value and software companies with new revenues streams.  Data will become more valuable than the software in the Cloud.  Three areas of growth will include benchmarking, trending, and prediction.
      • Companies by-pass software vendors for competitive advantage. Roper Industries acquisition of iTrade Networks on July 26th, proves a key point.  Smart and innovative companies will put custom development in the cloud to meet last-mile solution needs that packaged apps vendors or system integrators fail to deliver.  Companies may also acquire software vendors if they can’t build the solution.


      Research Report: Microsoft Partners – Before Adopting Azure, Understand the 12 Benefits And Risks

      It’s All About The Cloud At WPC10

      Attendees at this year’s Microsoft Worldwide Partner Conference 2010 in Washington, D.C. already expect Windows Azure development to be a key theme throughout this annual pilgrimage.  Microsoft has made significant investments into the cloud.   Many executives from the Redmond, WA, software giant have publicly stated that 90% of its development will be focused on the Cloud by 2012.  Delivery of the Cloud begins with the Azure platform which includes three main offerings:

      1. Microsoft Windows Azure
      2. Microsoft SQL Azure (formerly SQL Services)
      3. Microsoft Windows Azure Platform: AppFabric (formerly .NET Services).

      Therefore, Microsoft partners must determine their strategy based on what part of the cloud they plan to compete in and which Azure services to leverage.  As with any cloud platform, the four layers include infrastructure, orchestration, creation, and consumption (see Figure 1):

      • Infrastructure. At a minimum, Windows Azure provides the infrastructure as a service.  Data center investments and the related capital expense (capex) is replace with oeprational expenses (opex).  Most partners will take advantage of Azure at the infrastructure level or consider alternatives such as Amazon EC2 or even self provision hosting on partner servers and hardware.
      • Orchestration. Microsoft Windows Azure Platform: AppFabric delivers the key “middleware” layers.  AppFabric includes an enterprise service bus to connect across network and organizational boundaries.  AppFabric also delivers access control security for federated authorization.  Most partners will leverage these PaaS tools.  However, non-Microsoft tools could include advanced SaaS integration, complex event processing, business process management, and richer BI tools.  The Windows AppFabric July release now supports Adobe Flash and Microsoft SilverLight.
      • Creation. Most partners will build solutions via VisualStudio and Microsoft SQL Azure (formerly SQL Services).  Other creation tools could include Windows Phone7 and even Java.  Most partners expect to use the majority of tools from Microsoft and augment with third party solutions as needed.
      • Consumption. Here’s where partners will create value added solutions for sale to customers.  Partners must build applications that create market driven differentiators.  For most partners, the value added solutions in the consumption layer will provide the highest margin and return on investment (ROI).

      .NET:.NET (tongue and cheek here) – Microsoft partners and developers can transfer existing skill sets and move to the cloud with ease, once Microsoft irons out the business model for partners on Azure.

      Figure 1. Partners Must Determine Which Layer To Place Strategic Bets



      Event Report: Sapphire 2010 Brings Customers Back To A Sense Of Normalcy

      (Credit: R “Ray” Wang, Insider Associates, LLC)

      Co CEO’s Stabilize The Company

      Both SAP Co-CEO’s Bill McDermott (Orlando) and Jim Hagemann Snabe (Frankfurt) took stage on May 18, 2010, in a simulcasted keynote.  While Bill highlighted SAP’s future vision and commitment to customers, Jim focused on communicating the SAP product strategy to match the corporate vision.  Customers, partners, and influencers sought an understanding of their road map 100 days into their jobs.  The two leaders demonstrated good synergy and gained confidence among the attendees.  In addition, CTO, Vishal Sikka took stage throughout many sessions and asserted his role as the key technologist.  Some of the main messages from the keynote include:

      • Articulating acquisition strategy in key themes.  Bill McDermott discussed three key themes for SAP: real time, unwired, and sustainable.  Each of the themes tied back to a changing shift in industry trends on business requirements and shifts in customer adoption.  Each of the themes reflected a revenue stream for SAP.  A global energy concern CIO expressed, “We’ve been waiting for SAP to get mobility to work.  We can’t wait to see mobile field service become a reality in our sustainability initiatives”

        Point of View (POV):
        While the themes accurately describe SAP’s direction, the crafting of this strategy seems reactive.  In fact, it appears that this strategy builds on past acquisition decisions not concerted proactive strategy.  The good news – each of these trends represents the hot issues of the day and have finally been articulated together.   For example, real time addresses Business Objects, unwired ties back to Sybase, and sustainable supports Clear Standards.  Despite whether the strategy makes sense reactively or proactively, it does set the future direction for SAP.
      • Providing choice in deployment options.  SAP plans to offer customers choice in on-premise, on-demand, and on-device.  On-premise remains the same with new enhancement packs (EhP) adding additional capabilities.  On-demand offers both a suite offering in Business By Design (ByD) and point solutions in the On-demand offerings.  On-device will include the Sybase capabilities such as mobile CRM.  The ERP director of a large high tech manufacturer noted, “We’ll be deploying a two-tier ERP strategy for subsidiaries and SAP now makes the short-list with ByD”
        Jim Hagemann Snabe’s demonstration of Sales On Demand through the iPad highlights the convergence customers face going forward.  Choices in deployment options and platforms will guide customers on what to buy from SAP.   Users may face SAP to SAP scenarios, SAP to heterogeneous SaaS environments and complex hybrid deployments. For SAP on-premise to SAP on-demand scenarios, users will find a dependency requiring an upgrade to EhP 5 for more seamless integrations.  Others will turn to SaaS integration players such as Boomi, Informatica, SnapLogic, and Pervasive. More…

      Wednesday’s Whispers: People Whispers – August/September 2009


      Congratulations to all!  Good to see that the job scenarios have improved as a number of individuals made organizational changes and promotions.  As always, thanks for your emails and alerts. If you’ve got a change or know of a promotion, keep dropping me a line! If you need a referral, and we’ve worked together in the past, don’t hesitate to reach out to me via Linked In.

      Jim Anderson is now Sr VP Client Services Operations at Analysts International.  Recent executive roles include serving as a Partner at Element Consulting Group, EVP at Lawson Software, Group VP – Services at PeopleSoft, and Group VP at J.D. Edwards

      Kamal Ajitsaria is now Chief Consultant – Manufacturing Solutions at Cognizant Technology Solutions.  Other professional service roles include business head – manufacturing solutions at Geometric Ltd., Head of SAP Adaptive Manufacturing Practice at TCS.

      Martha Bennett became Business Development Director at eBenchmarkers in May 2009.  Martha’s a Star Analyst in the financial services industry with roles including FS Research Director at Datamonitor, VP, Research Director at Forrester, VP at Giga Information Group, and Head of Advanced Technology at Prudential.

      René Bonvanie is now Vice-President of Worldwide Marketing at Palo Alto Networks.  Renee has served various senior marketing roles at Serena Software, Inc.,, SAP, Business Objects, Veritas Software, Oracle, Ingres Corporation, and Relational Technology

      Shankar Borkar became Head – IT Management Consulting at L&T Infotech in July 2009.  Previous roles over the past 5 years include other senior management positions as the GM and Center Head for the Manufacturing business unit and JGM.

      Samuel Bright is now Associate – Tech M&A at Bank of America Merrill Lynch.  Sam served as a research analyst at Forrester prior to graduating at Harvard Business School.

      Paul Ellis became Director, Marketing at CA in June 2009.  Paul’s served various roles at CA.  Other industry positions include senior marketing manager at Selectica and Director of Marketing at IBM.

      Lindsay Euller is now Manager, Product Strategy at Ultimate Software.  Prior roles include Sr. Account Manager and Team Leader at Forrester Research and Account Manager at WGBH.

      Killian Evers became Principal User Experience Architect at PayPal in April 2009.  Other roles include senior manager at eBay/Paypal, Director of Program Management and Group Manager of Program Management at Oracle.

      John Ferguson became Operations Director at SynCom Electronics in June 2009.  John previously served as the CIO at Optical Cable Corporation, President and Foudner of IntegriSoft LLC, and Director of Channel Systems and Strategy and Microsoft Business Solutions – Great Plains.

      Mette Søs Gottlieb is now Partner at Herman & Company. Sos has served as Nordic Director at Forrester Research, Senior Consultant at Telenor, Client Sales Executive at EDS, Customer Account Manager at Baan Company. and Senior Consultant at Maconomy.

      Lenley Hensarling is now Vice President for Business Development at stealthy startup C3.  Lenley brings deep technology experiences with roles such as Group Vice President at Oracle, VP of Product Strategy at JD Edwards/PeopleSoft, Senior Vice President at Enterworks, and Vice President of Engineering at Novell.

      Kip Heuertz became Principal Consultant at Market Progress International in July 2009.

      Tuyen Ho became VP Sales & Marketing at Sakhr Software in June 2009.  She served as the Vice-President for Dial Directions for the past 2 years prior to the acquisition by Sakhr Software.  Other senior positions include VP of channel sales at Voxify and VP for client services at Personify.

      Chi Hoang is now Data Architect at Cisco. Chi’s a software development pro with experience at Netflix as the Business Intelligence Lead at Netflix, Senior Principal Consultant at Oracle, and Software Development Manager at Oracle.

      Daniel Hong is now Lead Analyst at Ovum.  Daniel now heads up Ovum’s Customer Interaction (CI) practice. Prior to the acquisition by Ovum, he served as a lead analyst at Datamoniotor and prior to that he served as a Research Associate at Columbia Institute for Tele-Information.

      Kunal Kant became Consultant at Capgemini in June 2009.  Kunal served Business Development APJ and Project Manager roles with Wipro Technologies.

      Marshall Lager became Managing Principal at Third Idea Consulting LLC in June 2009.  Marshall’s been an active voice and thought leader in the CRM and press community with roles including a 4 year run as a Senior Editor at CRM Magazine and contributing editor at

      Anne Lapointe became Media Consultant at Yellow Pages Group in April 2009.  Ms Lapointe’s served many roles including Director of Industry Analyst Relations at Bell Canada, Director of Industry Analyst Relations at Equant, Director of Marketing Communications at Global One, and Director of Marketing Communications at France Telecom North America.

      David Levine became General Counsel at Japan America Society of Washington, DC in June 2009.  Mr. Levine currently is a Principal at Groom Law Group and the Director at DC Arts and Humanities Education Collaborative.

      Warren Lewis is now Legislative Director for for NJ Assemblyman Wayne DeAngelo. Previous influencer relations roles include associate director at Capgemini and account executive at Mindstorm Communications.

      Sean Loiselle is now Sales Executive at  Previously, he served as the General Manager for Oracle‘s Financial Services Industry business unit.  Other roles include Senior Director, Human Capital Management Solutions at Oracle.

      Pete Marston is now Web Strategy Consultant at Verndale.  Prior to Verndale, Pete served as senior analyst covering CRM at Forrester Research.  Other roles include Partner at Horstman Builders, Program Manager at Molecular, and Senior Consultant at KPMG Consulting / Peat Marwick.

      Phil Morris is now Business Technical Analyst, Web Portal Team at McDonald’s. Phil’s served other roles in IT at McDonald’s including Business Technical Analyst — Enterprise Architecture and IT Research Analyst — Global IT Strategy over the past decade.

      Nancie Norman is now Client Development Director at AnswerLab.  Nancie’s served senior sales roles as an Account Manager at Forrester Research, Account Executive at OneSource Information Services , and Account Executive at Giga Information Group

      Michael O’Kelly is now Owner at SysTechPlus.  Prior to starting out his own consulting, Michael spent almost 11 years with International Aid as their IT director.  In July 1, 2009, the non-profit ceased operations.

      Dominic Pannell is now an independent Consultant.  Former roles include heading up UK Analyst Relations at Hill and Knowlton, serving as a Principal Consultant at Serendipp Ltd, and consulting for Sunesis Analyst Relations.

      Jyoti Kharb Phogat became ES – Sales Effectiveness Manager at Infosys in May 2009.  Prior roles include AM- Marketing at Infosys, marketing manager at Pronto Networks, and marketing at Indscape Softech Pvt Ltd.

      Udayraj Prabhu became Head of Supply Chain Development & CNO Planning at Marico in June 2009.  Mr Prabhu has built a 9 year career at Marico with roles as Head of Business Applications, Head of Buying (Edible Oils), Manager of ERP, and Manager of buying

      Sarah Reed joined BMC Software as the Lead Analyst Relations Manager in August 2009.  She most recently served at Eloqua as the Director of Corporate Communications.  She brings a wealth of experience from similar roles at Vignette and IONA Technologies.

      Jaci Robbins is now PR/AR/Marketing consultant at JR Communications.  Previous marketing roles include work with companies such as UST Global, Entropia, and Telogic.

      J Rollins became Vice President, Retail Sales at RedPrairie in July 2009. J’s 25 year tech company management experiences include tours of duty as the CEO at Ascend Software Inc, VP of netASPx Inc, and President and CEO at SalesTactics, Inc.

      Subhojit Roye is now North America – Alliances Management at Infosys BPO.  Mr. Roye brings significant professional services expertise with roles as a Director at Trianz, Practice Manager – North American Enterprise Apps at Wipro Technologies, Director at iGATE Global Solutions, Director of Oracle Business at Solix Systems, Inc. and Business Manager at Oracle Corporation.

      Jeremy Suratt is now Product Design Manager at Aspen Technology. Jeremy brings a wealth of tech marketing experience serving as a Director for Technology Marketing at Infor, Solution Marketing Manager of Technology at SSA Global, Software Engineer at Marcam, and Technical Presales Consultant at Wonderware Solutions.

      Katherine Teitler is now VP of Strategic Accounts at IANS. Ms. Teitler has served senior sales role including Senior Account Executive at izmocars, Forrester,, and The Employment Guide.

      David Anthony Wilkins is now a Managing Director at ICI in Dubai, UAE.  Previously roles include Senior Consultant at indigo – pure ICT recruitment solutions and Senior Contract Recruiter at Computer People

      Lisa Whelan is now Business Development Consultant at Offbeat Guides.  Lisa provides business development, strategy, and marketing services in technology and consumer products with a focus on mobile and Social Media.

      Alex Wong is now CIO at Endeca Technologies, Inc.. Previously, he served as the Vice President, Project Management Group, Information Technology at Eaton Vance

      G. Oliver Young is now Senior Product Manager at Jive Software. Oliver served various research roles at Forrester looking at the technology industry including Web 2.0 and tech industry economics.

      Your POV

      Got a scoop or something to share? Please post or send on to rwang0 at gmail dot com and we’ll keep your anonymity.

      * Not responsible for any factual errors or omissions.  However, happy to correct any errors upon email receipt.

      Copyright © 2009 R Wang. All rights reserved.

      Event Report: Pushes Social CRM Technology — But Don’t Expect Companies To Be Successful With Tools Alone

      This post was co-written with Jeremiah Owyang, Partner and Colleague at Altimeter Group

      Mark Benioff and Jason from TwitterWonder what your high school mascot guy did when he grew up? He went to enterprise software.Salesforce Demo AreaMarc Benioff of SalesForce

      Service Cloud 2 Answers IntegrationService Cloud 2 InStranet Knowledge IntegrationService Cloud 2 Google IntegrationService Cloud 2 Twitter Integration

      Above: Pictures from Salesforce’s event launches a new set of social apps that make CRM connected to the social web. So what does it mean?’s Twitter integration and application launch helps brands monitor what’s being said. Yet despite the fanfare, the application lacks a pre-determined way to identify the profiles of Twitter profiles and primary keys within the CRM database. Secondly, the system doesn’t provide a default setting to prioritize the influence (such as more followers) vs a profile with few followers -limiting the ability for brands to prioritize their support offerings.’s “Answers” product is a threat to community platforms that offer support-heavy features. Vendors like Lithium (although a SF partner) Jive, Telligent, Awareness, and Mzinga are impacted. Brands that have a strong implementation will first look to their CRM vendor for social support offerings -reducing the pipeline for community platform new comers. The newly minted “Knowledge” product, which harvests the IP from customer service reps, and customers themselves is also a direct threat to wiki creators such as SocialText, Atlasian. Those vendors should quickly bolster their marketing efforts to demonstrate how they are differentiated. Client server based contact center products such as Amdocs, Cisco, and Genesys, will face increased competition as business users choose to move to platforms that deliver provide greater social aspects tied to user generated content.

      Despite’s technical announcement, this doesn’t mean success for their customers. Technology is only 20% of any enterprise change, the other 80% is culture, process, roles, and strategy change -key requirements that is not equipped to provide. As a result, don’t expect customers that don’t have the right program in place to take advantage of these technology offerings -instead expect vendors with a heavy professional service offering to empower a company to truly embrace customers in the social web.

      Overall, is above and beyond other CRM vendors in terms of connecting to the social web. Yet despite their ability to connect with new channels, they lack a full solution to empower brands to make the cultural changes within their organizations. Expect other CRM vendors such as Oracle’s Social CRM offerings and Microsoft Dynamics CRM to do a “me too” in coming months as others jump on the social CRM bandwagon.

      For the CIO: Ray’s Take: The coming wave of social CRM initiatives and cloud based service solutions require CIO’s to rethink about their overall apps strategies to support hybrid deployment options. Rapid proliferation of SaaS solutions inside the organization requires strong CIO leadership in coordinating data, business process, and meta data integration strategies. Moreover, now will be the time to begin master data management activities that will support social CRM initiatives and resolve profile identification and entity resolution issues. Take control now or lose control forever.

      For the CMO: Jeremiah’s Take: Marketing has spread beyond awareness and lead generation -support IS marketing. Yet to be successful, your internal processes must quickly meld PR and support to provide a seamless experience to the customer. Be proactive, not reactive: Use brand monitoring technologies to head off issues before they volcano into PR disasters.

      Your POV

      Ready to put your service strategy to the test with’s Answers product or another social CRM tool? Where are you today in your efforts?  Post your comment here or reach me direct at r at altimetergroup dot com or r at softwareinsider dot org.

      Copyright © 2009 R Wang. All rights reserved.

      Wednesday’s Whispers: The Word On The Street – March 2009


      Congratulations to all!  Thanks for your emails and alerts.  If you’ve got a change or know of a promotion, keep dropping me a line!  If you need a referral, don’t hesitate to reach out to me via Linked In.

      Nigel Alcock is now the new Sales Director for the UK and Ireland at Lawson Software.   Nigel joins Lawson from previous roles at SAP.

      David Boulanger is now GLG Educator at Gerson Lehrman Group.  David was formerly an industry analyst and research director for CRM at Aberdeen Group.

      Eric Chow became an International Business Consultant at the University of San Francisco – Massagung School of Business in September 2008.  His past positions include serving as a Senior Project Manager at Williams Sonoma and a Systems Project Manager at Providian Financial.

      Oliver Claude became Program Director at InfoSphere MDM Product Management at IBM in October 2008.  Msr. Claude formerly served as a Worldwide Business Unit Executive for the InfoSphere Sales Consulting In a Product Strategy Role.  Prior to IBM, he was a Lead Architect in Sales Consulting, CRM, CRM Analytics, and CDI at Siebel Systems.

      Steve Cole is now a VP of Marketing at Gladson Interactive. Steve brings a rich history of marketing experiences serving as a former VP of Solutions Marketing at SPSS, SVP of Marketing and Strategy at Click Commerce, and VP of Marketing at ClearCross.

      Robert C. Cresanti was named Vice President of Government relations at SAP America Inc., a subsidiary of SAP AG.  In his new role, he will lead SAP’s federal and state government relations activities, support and advise SAP’s public sector group, and manage SAP’s non-profit relationships in DC.   Rob joins SAP from the Gray Company, a public relations and lobbying firm.  He was the former Under Secretary of Commerce for Technology during the Bush Administration.

      Rob Enselin was appointed as President, SAP North America. Enselin has served at SAP for 16 years. Previous roles include President and Chief Executive Officer of SAP Japan and Interim President and CEO for SAP Latin America.

      Mohammed Ghadyali is now Senior Manager at North Highland Group.  Mo brings a wealth of healthcare consulting experience from powerhouse consultancies such as IBM, PriceWaterhouse Coopers, Booz Allen and Hamilton, Ernst and Young, and Deloitte.

      Michael Hickins is now an independent Journalist/Blogger/Editor for a variety of technology media including Bnet.  Michael has served roles including the Executive Editor at Webscanner, Executive Editor at eWeek, and Executive Editor at Ziff Davis Enterprise.

      Jessica (Sweeten) Hood is now Senior Account Executive at AlertSite She was formerly a Senior Account Manager at Forrester Research. 

      Thanh Huynh became President at Mercury Tax Service in November 2008.  Thanh bring a strong tax perspective from experiences as a Director at KLA-Tencor Corp and Oracle Corporation.

      Sandeep Kumar now serves as a Senior Advisor with TPI after spending more than a decade and half being at service providers such as SAP, Wipro and PwC.

      Rob Lloyd named as Executive Vice President, Worldwide Operations at Cisco. Rob will run Cisco’s Worldwide Sales, Worldwide Channels, Internet Business Solutions Group and Strategic Alliances organizations.

      Fred McClimans became CIO at DTECH LABS in January 2009.  Fred’s served roles as Founder and Chairman of the Board at Current Analysis and as an Editorial Contributor at Network World.

      Robert McNeill has been an Advisory Board Member at Saugatuck Technology. He’s also the Founder at ThoughtBright.

      Peter Quinn has been named Chief Customer Officer at Lawson Software.  Peter will lead Lawson’s new Customer Experience Office.  He formerly ran marketing operations and is a tech  industry veteran in customer experience.

      Sarah Reed joins Eloqua as the Director of Corporate Communications.  She brings a wealth of experience from similar roles at Vignette and IONA technologies.

      Tom Rubenak is now a Technology Advisor Gartner Group.  Tom has served in many technology roles at leading advisory and analyst firms such as a manager at Forrester Research, Business Analyst at Dun & Bradstreet, and Sales Director at META Group.

      Benjamin Wan is now Vice President of Sales and Business Development at TheBroth, a FaceBook Apps company, and on the Board of Advisors at Motally, a firm focused on mobile analytics.


      Hearing from investment bankers, venture capitalists, and enterprenuers the following:

      • A growing fear among the innovative class that the current political climate may deter innovation.  As the public sector continues to increase in size and presence, there seems to be an inclination to decrease incentives that support entrepreneurial activities.
      • US health care costs are out of control but will not necessarily drive an enmasse shift away from Silicon Valley to other countries like Canada or China.
      • Merger and acquisition market will continue to be led by the last vendors standing.  IPO market, well, that’s pretty much dead.
      • Clean tech looks promising but lacks a good coordinating body.

      Got a scoop or something to share? Please post or send on to rwang0 at gmail dot com and we’ll keep your anonymity.

      * Not responsible for any factual errors or omissions.  However, happy to correct any errors upon email receipt.

      Copyright © 2009 R Wang. All rights reserved.