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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

News Analysis: Bunchball Gamifies Salesforce.com And Delivers Simplified Applets

Two New Products Improve Entry Points for Gamification Adoption Bunchball, a leading gamification vendor in the Silicon Valley, is best known for its Nitro gamification platform which organizations use to implement game mechanics across social networks, mobile applications, and websites.  Today the solution reaches more than 70 million unique users and creates 2.3 billion actions […]

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

6 Comments

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 […]

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

4 Comments

Monday’s Musings: Real Time Versus Right Time And The Dawn Of Engagement Apps

Different Flavors Of Real-Time Result In Significant Implications. Many pundits, research insight folks, bloggers, and hand wavers keep talking about the need for real time in social business, analytics, mobile, and other disruptive technologies.  Given the volume of data, bandwidth constraints, and magnitude of business processes to be supported, is the notion of real time […]

Posted by R "Ray" Wang on June 20, 2011

10 Comments

Tuesday’s Tip: Three Quick Steps To Capture Social Customer Data

Organizations Must Overcome Four Fears To Master Social Customer Data Over the past few weeks, I’ve been criss-crossing the country on a multi-city speaking tour talking about the strategic value of customer data. (In full discloure, the tour is sponsored by Informatica).  As we talk about the implications of social media and customer data, inevitably […]

Posted by R "Ray" Wang on May 17, 2011

0 Comments

Monday’s Musings: Using MDM To Build A Complete Customer View In A Social Era

Customers Have Evolved… Has Your Organization? Right now customers and prospects probably ignore your organization’s marketing messages because mass marketing campaigns lack relevancy. Right now most customers answer each other’s questions because your customer service and support agents lack the authority or knowledge to resolve issues. Right now prospects ask each other what they think […]

Posted by R "Ray" Wang on May 9, 2011

36 Comments

Vendor Event: Informatica Customer Data Forum

Are you… A sales or marketing operations executive who’s struggling to get a single customer view across divisions or channels to make relevant cross-sell offers and increase revenue? A customer service or support manager who’s struggling to get a complete view of your customer’s relationship with your company to speed response times and boost customer […]

Posted by R "Ray" Wang on May 8, 2011

0 Comments

Vendor Event: Informatica Customer Data Forum

Are you… A sales or marketing operations executive who’s struggling to get a single customer view across divisions or channels to make relevant cross-sell offers and increase revenue? A customer service or support manager who’s struggling to get a complete view of your customer’s relationship with your company to speed response times and boost customer […]

Posted by R "Ray" Wang on May 1, 2011

0 Comments

Event Report: The Sentiment At Microsoft Convergence 2011

Refresh Cycle Reflects Bullish Outlook By Partners and Customers Microsoft Convergence kicked off over the weekend in Atlanta, GA at the Georgia World Congress Center.  With an anticipated increase in attendance, many new product announcements, and a technology refresh cycle in play, attendees seemed upbeat.  The event kicked off in true tradition including the must […]

Posted by R "Ray" Wang on April 10, 2011

11 Comments

Press Release: Customer Experience Expert And Veteran CIO, Jim Huser Joins Constellation Research, Inc.

Pacific Palisades, CA – March 8, 2011 12:25 PM (GMT -8:00) Pacific Standard Time Constellation Research Inc, an emerging and disruptive technologies research and advisory firm, announces the addition of Jim Huser as a VP & Principal Analyst in the research team.   Jim will focus on building the customer experience research agenda and driving […]

Posted by R "Ray" Wang on March 8, 2011

0 Comments

Monday’s Musings: Q1 2011 State of Social CRM and CRM From An EMEA Point Of View

Greeting from London!  It’s been a great surprise to enjoy the sunny and warm weather (by UK standards) as I readjust my body clock.  Thankfully, I’ve had a chance to catch up with a few new and old clients, several analysts, media moguls, and in real life meetups w/ close relationships (i.e. @grahamhill and @buchanla) […]

Posted by R "Ray" Wang on January 31, 2011

6 Comments

Best Practices: Applying Social Business Challenges To Social Business Maturity Models

Early Adopters Cross Through Five Phases Of Social Business Maturity Interviews with over 100 early adopters of social business (i.e. social crm, E2.0, social media marketing, etc.) reveal 5 phases of social business maturity (see Figure 1): Discovery. A few individuals begin the process of discovering new tools.  Individuals identify consumer tech innovations that impact […]

Posted by R "Ray" Wang on January 22, 2011

13 Comments

Research Report: Constellation’s Research Outlook For 2011

Organizations Seek Measurable Results In Disruptive Tech, Next Gen Business, And Legacy Optimization Projects For 2011 Credits: Hugh MacLeod Enterprise leaders seek pragmatic, creative, and disruptive solutions that achieve both profitability and market differentiation.  Cutting through the hype and buzz of the latest consumer tech innovations and disruptive technologies, Constellation Research expects business value to […]

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

4 Comments

Best Practices: Five Simple Rules For Social Business

Early Adopters And Pioneers Have Benefited From Social Across executive board rooms and even in living rooms, social business is all the rage.  In 2010, social crm (SCRM) and Enterprise 2.0 (E20) rose into mainstream conversation.  Despite the mindshare and awareness, a majority of business leaders have yet to begin these initiatives.  The good news […]

Posted by R "Ray" Wang on December 16, 2010

27 Comments

Event Report: Oracle Open World 2010 – The Wrap Up

Oracle Continues To Demonstrate Benefits From An Effective M&A Strategy A quick poll of 61 attendees at Oracle Open World 2010, revealed that 57.4% (35/61) of Oracle customers were positive, 29.2% (19/61) were neutral, and 10.8% (7/61) were negative about Oracle’s application strategy to date.  A continued stream of product enhancements and releases may be […]

Posted by R "Ray" Wang on September 26, 2010

3 Comments

Event Report: Oracle Open World 2010 – Beyond The Day 1 Hype

(Photo: Copyright © 2010 R Wang and Insider Associates, LLC. All rights reserved.) Oracle Day 1 Focused On Showcasing Both Software And Hardware Prowess The Day 1 keynote kick-off from Oracle’s CEO, Larry Ellison, touched on the wide spectrum of Oracle’s broad software and hardware portfolio.  Despite an over-emphasis on hardware and appliances, Oracle also […]

Posted by R "Ray" Wang on September 21, 2010

8 Comments

Research Report: Next Gen B2B and B2C E-Commerce Priorities Reflect Macro Level Trends

Recessionary Forces Challenge Organizations To Not Only Right Channel, But Also Personalize Organizations with e-commerce initiatives face a flurry of competitive forces that challenge existing assumptions put in place a decade ago.  On the operational efficiency front, organizations must battle reduced product margins, shorter product life cycles, greater pricing transparency, and increased friction in multi-channel […]

Posted by R "Ray" Wang on September 6, 2010

6 Comments

News Analysis: Lithium’s Acquisition of Scout Labs Ups The Ante in Social CRM

Social Media Monitoring Addition Adds Social Customer Insight To Lithium’s Community and Social CRM Offerings Lithium, a social CRM (SCRM) and community platform vendor announced today it had acquired Scout Labs, a social media monitoring (SMM) provider.  According to a variety of sources, the estimated purchase price for the deal ranged between 20 and 25 […]

Posted by R "Ray" Wang on May 11, 2010

12 Comments

News Analysis: Biz360 Acquisition Signals Attensity Group’s Move Into Social CRM

eService Meets Social Media Monitoring, A Natural Evolution To SCRM On April 28th, Attensity Group, an eService and semantic analytics provider announced its acquisition of Biz360, a social media monitoring (SMM) and community platform player.  Conversations with Attensity’s CMO, Michelle DeHaaf, highlight the importance of listening platforms in Attensity’s overall social CRM (customer relationship management) […]

Posted by R "Ray" Wang on May 4, 2010

2 Comments

Trends: Forget Parallel Computing…The Money is in Parallel Servicing

I know this will be hard to believe, but I am a nerd, a geek, a lover of all things technology.  Why, in the old days when Windows 3.x was just beginning I made a few extra dollars building computers from spare parts for fellow students (hey, it was way cheaper and popular back then), […]

Posted by Esteban Kolsky on January 8, 2009

4 Comments

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