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Event Report: Microsoft Biz Apps Analyst Day Highlights Strategic Transformation #MSBizApps

Microsoft Dynamics 365 Seeks End To End Coverage Of Business Apps On February 10th to 12th, 2018, industry analysts converged onto Building 92 at the Microsoft Campus in Redmond, WA, for an update on the Microsoft Business Applications.  The Business Applications Analyst Forum was hosted by key executives including: Source: © 2018 R Wang and […]

Posted by R "Ray" Wang on February 14, 2018

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Research Report: What’s Top Of Mind From SAP Customers

Relevance And Value Lead The Inquiries About SAP From the criticism about indirect access to SAP Leonardo, the 2017 SAP landscape has been both gut-wrenching and transformational for clients. Rounded out by conversations at Americas’ SAP Users’ Group (ASUG), SAP Australia User Group (SAUG) and UK and Ireland SAP User Group (UKISUG) events, the top […]

Posted by R "Ray" Wang on December 19, 2017

2 Comments

News Analysis: @Adobe @Microsoft Partner Up For Marketing Cloud, Azure and #AI #MSIgnite

Adobe Move To Microsoft Azure Signals Closer Partnerships Ahead On September 26th, 2016 at the Microsoft Ignite conference in Atlanta, Adobe CEO Shantanu Narayen, and Microsoft CEO, Satya Nadella, announced a strategic partnership between the two companies.  Constellation sees the announcement from three points of view: Adobe makes Microsoft Azure the preferred cloud platform.  Adobe […]

Posted by R "Ray" Wang on September 26, 2016

0 Comments

Event Report: Business Transformation Top Of Mind For Microsoft Envision #ENV16 Attendees

Inaugural Microsoft Envision Event Seeks To Capture The Hearts and Minds Of Business Leaders An estimated 1800 paid attendees, 4200 partners and employees converged into New Orleans, Louisiana, for Microsoft’s inaugural business decision makers conference.  The three day event which also drew 100,000 online viewers, started April 4th, 2016 and concluded April 6th, 2016.  The […]

Posted by R "Ray" Wang on April 7, 2016

1 Comment

News Analysis: @Oracle Announces Agreement To Acquire Marketing Cloud A/B Testing Firm @Maxymiser

Oracle Marketing Cloud Customers Will Gain Channel Agnostic Customer Experience A/B Testing Solution Oracle announced the August 20th, 2015, agreement to acquire Maxymiser, a multivariate and A/B testing solution used to improve customer experience.  Here’s the quick video analysis of the deal (see Figure 1). (A blog post may follow given time constraints) Figure 1. […]

Posted by R "Ray" Wang on August 20, 2015

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Event Report: Insights From #NRF15 Retail’s Big Show Highlight Need For Continuity Of Experience

Attendees Buoyed By Economic Recovery Optimism At This Year’s Big Show The 2015 annual big show brought 33,000+ attendees to New York to explore the future of retail.   From the movers and shakers in the brand world to the hot retail technology vendors, the mood was buoyant and the outlook more positive than in year’s […]

Posted by R "Ray" Wang on January 13, 2015

2 Comments

News Analysis: SalesLogix Given New Life With Infor Acquisition

Infor Acquires SalesLogix To Expand Vertical CRM Footprint On August 14th, New York City headquartered, enterprise software giant, Infor, announced the intent to acquire the assets of Scottsdale AZ, Saleslogix for an undisclosed sum.  For those keeping track of CRM history, Saleslogix was last owned by Sage Group and sold off to Swiftpage, an existing […]

Posted by R "Ray" Wang on August 14, 2014

2 Comments

News Analysis: Understanding The Microsoft and Salesforce Partnership From The Customers POV

Microsoft’s Platform DNA and Salesforce.com Quest For User Productivity Drive The Strategic Partnership On May 29th, 2014, the Redmond based mega vendor Microsoft and the San Francisco based Cloud pioneer salesforce announced a partnership.  From the teleconference call with CEOs Satya Nadella and Marc Benioff; and in conversations with over 50 key executives, partners, and […]

Posted by R "Ray" Wang on May 31, 2014

5 Comments

Event Report: Customer Experience Management Alive and Well At Clarabridge Customer Connections #C3Rocks14

Customers Celebrate Success With Customer Experience Management (CXM) Around 450 customer experience professionals gathered at the Fontainebleau Miami Beach resort at Clarabridge’s Customer Connections Event April 28th to April 30th, 2014.  The event brought together professionals passionate about best practices, trends, and techniques in improving customer experience management.  Key customers at the event include major […]

Posted by R "Ray" Wang on May 3, 2014

0 Comments

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 […]

Posted by R "Ray" Wang on April 6, 2014

0 Comments

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, […]

Posted by R "Ray" Wang on March 4, 2014

4 Comments

News Analysis: Microsoft Dynamics CRM Acquires Parature For Customer Service Capabilities

Dynamics CRM Gains Key Technology and Team To Take Existing Customer Care Assets To Next Level On January 7th, 2014, The Microsoft Dynamics CRM team announced a definitive agreement to acquire Herndon, VA based Parature for an undisclosed sum.  This acquisition is Microsoft Dynamic’s CRM’s largest to date. Parature is an East Coast software start-up […]

Posted by R "Ray" Wang on January 6, 2014

3 Comments

News Analysis: Verint Announces Intent To Acquire Kana For $514M

Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software.  Verint is a software vendor with a core in analytical software.  Verint’s core offerings provide enterprise intelligence and security intelligence.  The acquisition is significant […]

Posted by R "Ray" Wang on January 6, 2014

7 Comments

Tuesday’s Tip: Seven Lessons Learned In Customer Experience Strategies During A Data Breach (such as Target’s)

Every Brand Should Have A Plan For A Data Breach The confluence of centralized personally identifiable information, reliance on digital channels, ease of hacking of magnetic stripes, and the application of the Willy Sutton rule ( a.k.a. you rob banks because that’s where the money is) improve the odds that many organizations will face a […]

Posted by R "Ray" Wang on December 24, 2013

1 Comment

News Analysis: Sitecore Acquires Commerce Server In Quest Towards Customer Experience Management

Commerce Server Finds Its Logical Home On Wednesday November 20th, 2013, Copenhagen, Denmark based Sitecore acquired Ottawa, Canada based commerceserver.net for an undisclosed price.  Originally known as the Microsoft Siteserver and Commerce Server 2000, the product was orphaned by Microsoft,  then Ascentium, the key development partner were given the rights to further develop and market […]

Posted by R "Ray" Wang on November 22, 2013

2 Comments

News Analysis: Salesforce 1 Signals Support For Digital Business at #DF13

Salesforce Seeks To Tackle Digital Business At Dreamforce Over 125,000 virtual and physical registrants descend on San Francisco the week of November 17th for Dreamforce 13, a future of technology meets SXSW event.  One day in advance of the largest enterprise software event of its kind, Salesforce.com announces Salesforce 1 (see Figure 1).  The Salesforce […]

Posted by R "Ray" Wang on November 17, 2013

4 Comments

Trends: Real World Lessons In Optimizing The Customer Service Experience From Kana Connect

Workshop On Optimizing Your Customer Service Experience Identifies Eight Strategies At the 2013 Kana Connect event from September 15th to 17th, 2013 in New Orleans, I had the pleasure of co-leading a workshop with Scott Hays a Sr. Director, Product Marketing for KANA Software.  The goal of the session was to explore eight strategies to […]

Posted by R "Ray" Wang on October 20, 2013

0 Comments

News Analysis: Clarabridge Raises $80M in Funding For Expansion

General Catalyst, Summit, and Yuchun Lee To Take Clarabridge To Next Phase Of Growth Rapidly growing Reston, VA based Clarabridge, announced on September 10, 2013 a $80 million round of capital.  Founded in 2006, Clarabridge is a leading provider of customer experience solutions.  The funding announcement is significant as Clarabridge: Invests into global expansion and […]

Posted by R "Ray" Wang on September 10, 2013

2 Comments

Event Report: CRM Evolution 2013 – Seven Trends In The Return To Digital Business And Customer Centricity

Market Leaders Refocus On Digital Business and Customer Centricity The annual gathering of the industry’s top thought leaders, users, and vendors of CRM converged at the Marriott Marquis in New York this past August 19th to 21st.  As with any good conference, the speaker tracks and the corridor conversations provided a glimpse of where market […]

Posted by R "Ray" Wang on August 23, 2013

10 Comments

News Analysis: Kana Express 13 Addresses Omni-Channel Customer Service for Mid-Market

Just 14 months after announcing the acquisition of Trinicom, Kana has revealed the latest release of its cloud customer service suite for the mid-market, Kana Express.   Released on June 27, 2013, the new product reflects the company’s mission “To provide leading customer service solutions that empower our customers to create experiences that count, for their […]

Posted by R "Ray" Wang on June 29, 2013

3 Comments

Monday’s Musings: The Controversy Surrounding Gartner’s CRM Market Share Analysis

The Gartner Market Share Analysis:CRM Software Report Raises Questions On Accuracy of Market Sizing Reports The recent Gartner report “Market Share Analysis: Customer Relationship Management Software, Worldwide, 2012” has generated some controversy among the enterprise software set.  The report and other reports such as these, are often used for bragging rights by vendors and for […]

Posted by R "Ray" Wang on May 6, 2013

12 Comments

Executive Profiles: Kirill Tatarinov, President Microsoft Business Solutions

Welcome to our series of market maker 1:1 interviews with business leaders in the world of enterprise software  The interviews provide insightful points of view from a customer, industry, and vendor perspective. Kirill Tatarinov, President of Microsoft Business Solutions (@KirillTatarinov) Kirill Tatarinov is president of the Microsoft Business Solutions Division (MBS) with responsibility for MBS […]

Posted by R "Ray" Wang on April 22, 2013

8 Comments

Event Report: Microsoft Dynamics Convegence 2013 (#conv13)

Customer Success, Acquisition, And New Features Drive Day 1 Headlines Almost 12,000 Microsoft faithful converged in New Orleans for the flagship Dynamics event.  Wayne Morris (@WayneMorrisOz), CVP kicked off the event reiterating the theme of “A World Ahead”. Meanwhile, Kirill Tatarinov (@KirillTatarinov), President of Microsoft Business Solutions Division, led the session with a series of […]

Posted by R "Ray" Wang on March 19, 2013

5 Comments

Trends: Seven Priorities In The Shift From CMO to Chief Digital Officer

Shift From CMO to CDO Is In Progress Today’s marketing strategies increasingly depend more on digital and on data than in the past.  With more data, marketers can measure against a new set of metrics that matter including: calculating return on promotional investment (ROPI), performing multivariable testing (beyond A/b) driving conversion rates and optimizing efforts, […]

Posted by R "Ray" Wang on March 6, 2013

8 Comments

Event Report: #InforSummit Reveals More Than A Redesigned Infor

Changes at Infor More Than Cosmetic Analysts and tech watchers gathered on Valentine’s Day, February 14th, 2013, for Infor Summit, a progress check on Infor, the third largest independent applications vendor in the market.  While many customers may not have heard of Infor, most have heard of the brands it has acquired over the last […]

Posted by R "Ray" Wang on February 17, 2013

1 Comment

News Analysis: Aptean Six Months After The CDC Software And Consona Merger

Mergers Continue In The Enterprise Software Space On August 7th, 2012, CDC Software and Consona Corporation merged to form Aptean.  Over the past six months, Monte Ford, the president of Aptean has made key executive hires, committed to new product investments, and rationalized overhead.  Key points in the acquisition include: Merger creates economies of scale. […]

Posted by R "Ray" Wang on January 27, 2013

5 Comments

Market Maker 1:1: Steve Miranda, Oracle Fusion Applications Update – The Inside Story

The Inside Story On Oracle Fusion Apps At The End of 2012 Constellation sat down with Steve Miranda, Oracle’s Executive Vice President of Oracle Applications Product Development to discuss the state of Oracle Fusion Apps in a no-holds barred honest conversation about what’s working, what’s not, and what to look forward to in 2013. R […]

Posted by R "Ray" Wang on December 31, 2012

7 Comments

Event Report: The Tweet Stream From #DF12

Enjoy the tweet stream from #DF12.  It’s all in here. The Storify Tweet Stream

Posted by R "Ray" Wang on September 23, 2012

4 Comments

Event Report: Dreamforce X (#DF12) Emerges As The South By Southwest (#SXSW) For The Enterprise

Dreamforce Represents The Mecca For The “Art Of The Possible” In The Enterprise Whether Salesforce.com’s flagship conference at Moscone Center was the most attended conference (~48,000) or the most registered for event (~90,000), matters not.  When examined in context of the magnitude of what was accomplished, the impact of this 10th annual event transcends attendance […]

Posted by R "Ray" Wang on September 23, 2012

15 Comments

Market Maker 1:1: Beyond #BigData, The Shift To Decision Management w/ James Taylor (@jamet123)

From Data to Decisions – The Shift To Decision Management Organizations have faced a constant technology arms race to achieve basic levels of decision management.  From data warehousing, to data marts, to reporting tools to BI, and now Big Data, organizations and leaders have been inundated with technology fads.  While the the latest buzz in […]

Posted by R "Ray" Wang on September 13, 2012

4 Comments

Press Release: Gavin Heaton Joins Constellation Research to Provide Digital Marketing Research and Advisory Services

Digital Media Luminary to Launch Constellation’s Newest Research Theme, Digital Marketing Transformation SYDNEY, AUSTRALIA – Constellation Research, Inc., the award-winning research and advisory firm focused on helping clients navigate emerging and disruptive technologies announced today the addition of esteemed digital media pioneer, Gavin Heaton to the research team as Vice President and Principal Analyst. Heaton […]

Posted by R "Ray" Wang on September 6, 2012

0 Comments

Event Report: CRM Evolution 2012 #CRME12

CRM Continues To Evolve In A World Of Engagement The CRM industry’s major non-vendor customer focused event kicked off at the Marriott Marquis in New York from August 13th to 15th.  Conversations with prospects and practitioners at the event highlighted a few emerging trends: Shift from transaction to engagement. CRM traditionally focused mostly on the […]

Posted by R "Ray" Wang on August 14, 2012

13 Comments

Trends: The Battle For CMO Mind Share

Marketing and Advertising Budgets Are The New Land Grab Constellation Research, Inc. predicts that the global advertising market (paid search, display, and classified) will hit $125B by 2015.   While IT budgets continue to stay flat, marketing budgets are up.  Warc’s recent Global Marketing Index (GMI) entered positive territory in March 2012.  Consequently, the heat […]

Posted by R "Ray" Wang on August 2, 2012

15 Comments

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

Mobility and Scheduling Play A Key Role In IFS Service Management Strategy On May 23rd, IFS acquired Metrix, a service management and mobility vendor headquartered in Waukesha, Wisconsin.  IFS adds 90 customers with Metrix.  Key highlights of the acquisition include: Expansion into new markets. Metrix Service Management provides a field service management and depot repair […]

Posted by R "Ray" Wang on June 13, 2012

1 Comment

Monday’s Musing: Avoiding Social Media Fatigue Through Engagement

Social Media Moves From Ubiquitous Usage To Relevant Rationalization Have we hit a social media plateau?  In recent client conversations on usage of social media, the trendsetters appear to be “socialed out”.   Most early adopters seem to be overwhelmed with their personal (Facebook, Google+), corporate (Yammer, Jive, Chatter, SharePoint), and professional (LinkedIn) social networks.  In […]

Posted by R "Ray" Wang on May 21, 2012

22 Comments

Friday’s Features: Using Attensity Analyze 6.0 To Compare Customer Sentiment For @united @southwestair @virginamerica

A Travelers’ Tale of Two Airlines (@united vs @southwestair) A hurried shower, followed by a hastily packed bag.  Then, the race to the taxi stand (Figure 1).  Should be easy to get a cab at 5:45 am in Las Vegas, right? Only the late night crew roll into a casino this late or early in […]

Posted by R "Ray" Wang on May 18, 2012

8 Comments

Event Report: Lithium Network Conference 2012 #LiNC

Lithium Technologies Shows Continued Customer Momentum And Success In Social Marketing And Support To the tune of over 500 customers and prospects, Lithium kicked off LiNC on May 2nd, 2012, at the always stunning Intercontinental Hotel in San Francisco.  Compared to previous years, the audience was not only bigger, but also more experienced and energized.  […]

Posted by R "Ray" Wang on May 9, 2012

10 Comments

News Analysis: KANA Enters MidMarket With Trinicom Acquisition

Acquisition Brings A Proven Multi-Channel Cloud Based Service Offering To The Growing Mid-market Sunnyvale, CA based KANA announced on April 24, 2012 it’s acquisition of Netherlands based Trinicom, a multichannel, customer contact software provider serving over 200 companies in the BeNeLux market.   Trinicom’s flagship T5 all-in solutions addresses multichannel customer service through email response management, […]

Posted by R "Ray" Wang on April 25, 2012

2 Comments

Event Report: Clarabridge Customer Connections 2012 #cbc312

Clarabridge “Turns Up The Heat” On Delivering Context For Customer Experience CEO, Sid Banderjee, opened up Clarabridge‘s 4th annual user conference to 350 customers at the Doral Golf & Spa in Miami, FL on March 5th, 2012.  Clarabridge, a sentiment and text analytics software provider helps companies discern insight from their text based customer feedback […]

Posted by R "Ray" Wang on April 9, 2012

0 Comments

Research Summary: Best Practices – Three Simple Software Maintenance Strategies That Can Save You Millions

Forward And Commentary Software ownership costs continue to escalate as vendors accelerate their efforts to capture support and maintenance revenues. Some vendors have gone to the extreme to eliminate third-party options for their customers. This best practices report examines three strategies to free up unnecessary costs to fund innovation and new projects. A. Introduction On […]

Posted by R "Ray" Wang on March 18, 2012

9 Comments

Quark Summary: What Every CMO Needs To Know About The Six C’s Of Customer Engagement

Forward And Commentary CMO’s seeking to avoid the desensitization that comes with the adoption of new media will want to quickly deploy the Six C’s of Customer Engagement. A. Introduction Social media effectiveness for brands and enterprises will rapidly mirror the trends that email and web sites experienced during the late 1990’s to early 2000’s.  […]

Posted by R "Ray" Wang on March 8, 2012

3 Comments

Monday’s Musings: Why Customers And Prospects Expect Clearer Rules About Content Marketing

Original Mission Improves Engagement Through Relevancy Content marketing re-emerges as a hot topic and trend in improving engagement with existing customers and prospects.  Marketers can improve the likelihood of engagement through the creation and sharing of relevant information.  Typical delivery formats include advertorials, emails, branded websites, white papers, webinars, podcasts, and field marketing events.  Content […]

Posted by R "Ray" Wang on February 20, 2012

3 Comments

Research Summary: Best Practices: Consolidated CRM Deployments Drive Paths to Modernization And Social CRM (SCRM)

Forward And Commentary As with any maturing product category, CRM applications have evolved over time from point applications to best of breed solutions to end-to-end suites. This report examines some common styles of modernization as CRM emerges from the systems of transaction era to the systems of engagement era and beyond. A. Introduction With the […]

Posted by R "Ray" Wang on February 13, 2012

1 Comment

News Analysis: Lithium Technologies Adds $53M in Financing

New Funding Shows Strength In Social Business Market And Lithium’s Business Model Emeryville, California based Lithum Technologies announced today that it raised $53.4M in financing.  The lead round is from New Enterprise Associates (NEA). Other investors include SAP Ventures. NEA leads the round with Peter Sonsini joining the board. Peter‘s been active with ecommerce play […]

Posted by R "Ray" Wang on January 5, 2012

8 Comments

Research Summary: Demystifying Enterprise Gamification For Business

Purpose and Intent Much hype surrounds the topic of gamification. Often seen as a technique to add engagement to existing tasks, projects, marketing campaigns, and initiatives, the term gamification unfortunately lacks the seriousness it deserves. This report seeks to change the point of view and demonstrate where gamification plays a role in the enterprise. More […]

Posted by R "Ray" Wang on December 7, 2011

15 Comments

Executive Profiles: Disruptive Tech Leaders In Social Business – Kelly Pennock, Visible Technologies

Welcome to an on-going series of interviews with the people behind the technologies in Social Business.  The interviews  provide insightful points of view from a customer, industry, and vendor perspective.  A full list of interviewees can be found here. Kelly Pennock, CEO of Visible Technologies Biography Kelly Pennock is Chief Executive Officer for Visible Technologies. […]

Posted by R "Ray" Wang on November 15, 2011

0 Comments

News Analysis: Oracle Buys RightNow For $1.43B

The Acquisition Machine Heads To The Public Cloud Users gathered at the Customer Summit 2011 at the Broadmoor Hotel woke up to the shocking announcement that Oracle (NASDAQ: ORCL) announced a $1.43B acquisition of leading SMB CRM vendor RightNow Technologies (NASDAQ: RNOW) today.  According to Thomas Kurian, “Oracle is moving aggressively to offer customers a […]

Posted by R "Ray" Wang on October 24, 2011

18 Comments

Executive Profiles: Disruptive Tech Leaders In Social Business – Rob Tarkoff
, Lithium Technologies

Welcome to an on-going series of interviews with the people behind the technologies in Social Business.  The interviews  provide insightful points of view from a customer, industry, and vendor perspective.  A full list of interviewees can be found here. Rob Tarkoff, President and CEO Lithium Technologies Biography Rob Tarkoff is president and CEO of Lithium […]

Posted by R "Ray" Wang on October 4, 2011

0 Comments

News Analysis: Infor Launches New Era With Infor 10

After 11 months of behind the scenes work, CEO Charles Phillips and the Infor management team unveiled the launch of Infor 10 in New York City on September 13, 2011, to customers, industry analysts, media, and investment analysts.  The new Infor has kept busy with key management team hires, the $1.84 B acquisition of Lawson, […]

Posted by R "Ray" Wang on September 26, 2011

4 Comments

Research Summary: Introducing The 43 Use Cases For Social Business (Social Enterprise)

The Social Business (Social Enterprise) Moves Beyond The 18 Use Cases Of Social CRM As social media adoption continues to move from mainstream to pervasive ubiquity, enterprises will begin to benefit from these advancements in the consumerization of IT (CoIT).  Just 18 months ago, early adopters identified 18 Use Cases for Social CRM (SCRM).  These […]

Posted by R "Ray" Wang on August 28, 2011

32 Comments