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News Analysis: Going Deeper Into The Apple And IBM New Business Model Alliance

Global Partnership Signals Expansive View Of Digital Business Disruption On July 15th, 2014 IBM’s Ginni Rometty and Apple’s Tim Cook announced in Cupertino, CA a strategic partnership to transform enterprise mobility (see Figure 1).  IBM has committed up to 100,000 employees to the initiative.  Apple has not disclosed its investment effort.  The announcement, made at […]

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Posted by R "Ray" Wang on July 23, 2014

0 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 […]

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

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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 […]

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

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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, […]

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

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News Analysis: HootSuite Acquires uberVU For Analytics And Enterprise Growth

HootSuite Prepares For Enterprise Growth On January 22nd, 2014, Hootsuite announced its acquisition of analytics provider uberVU for an undisclosed sum. The Bucharest, Romania and Cambridge, MA based software company brings 42 employees and over 200 customers to HootSuite. Key insights for customers and prospects include: uberVu provides Hootsuite with enterprise class analytics. uberVU’s technology […]

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Posted by R "Ray" Wang on January 22, 2014

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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 […]

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

1 Comment

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 […]

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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 […]

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

1 Comment

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 […]

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

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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 […]

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

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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 […]

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

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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 […]

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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 […]

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

12 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 […]

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

6 Comments

Event Report: The Tweet Stream From #DF12

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

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

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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 […]

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

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