Posts Tagged ‘EMEA’

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) built over Twitter.  Nothing beats in-person conversations and I’m thankful we could connect on the state of disruptive technologies such as Social CRM, CRM, Cloud optimization, gamification, and mobile enterprise.  A few trends from some great discussions and debates:

  • Social CRM (SCRM) adoption picking up in the UK for marketing and support/service. Conversations with Laurence Buchanan, CapGemini’s chief dude on CRM and Social CRM, indicated that clients are interested in SCRM for both an offensive and defensive strategy.  Offensive strategies focus on social media monitoring and marketing.  Defensive strategies mitigate risk in public relations disasters from support and service incidents.  Talking to a few utility and public sector prospects and clients, it became quite apparent that Laurence’s experiences proved out true.  A regulated industries CIO confided in me and said, “We’re doing this b/c we don’t want to end up as the top BBC story.”  Talks with a retail prospect focused on shifting marketing budgets to digital marketing.
  • Design thinking a key differentiator in successful SCRM adoption. Over some great Earl Grey and Matcha GreenTea latte’s, rockstar strategist and CRM guru, Graham Hill, discussed some of the key elements of successful implementations.  The introduction of services design thinking presents a key factor in success.  Success requires balancing the left brain and right brain points of view.  Moreover, his experiences from working at Toyota and other quality focused enterprises prove out why it’s better to get the design right the first time.  Good design embodies input in organizational culture, business processes, and of course technology.  One of the memorable quotes from the day stuck with me – “Consume as little technology as you need”.
  • The cloud will play a key role in social media monitoring. As media monitoring evolves from a highly paid, skilled craft to a high volume mathematical data crunching exercise, BPO offerings will emerge to address big data crunching.  Companies such as Wipro and Capgemini are already building such service lines.  Also, these Cloud BPO services such as CapGemini’s Immediate gain traction with clients who want a set of unified CRM and Social CRM services delivered in the cloud.  It’s also healthy to note that the EMEA clients have gained confidence in privacy controls and cloud security provisions by EMEA providers.
  • and Microsoft Dynamics CRM gaining traction in UK. In 29 conversations over the past 2 quarters, CRM discussions lead with and Microsoft Dynamics CRM. dominates the CRM replacement buy-side decisions among large enterprise CIO’s.  Meanwhile Microsoft Dynamics CRM leads discussions among net new buyers in small and medium sized businesses, public sector, and divisions of large enterprises with Microsoft centric IT shops.

Your POV.

Are you in EMEA and deploying Social CRM?  What’s working? What lessons have you learned?  Share your thoughts here or send a private email to rwang0 at gmail dot com or r at softwaresinsider dot org and we’ll keep your anonymity.

Please let us know if you need help with your Social CRM/ Social Business efforts.  Here’s how we can assist:

  • Assessing social business/social CRM readiness
  • Developing your social business/ social CRM  strategy
  • Vendor selection
  • Implementation partner selection
  • Connecting with other pioneers
  • Sharing best practices
  • Designing a next gen apps strategy
  • Providing contract negotiations and software licensing support
  • Demystifying software licensing

Resources And Related Research:


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Analyst Firm Event: 2009 Forrester IT Forum EMEA

Title: Analyst Firm Event: Forrester IT Forum EMEA
Location: Maritim Hotel, Berlin, Germany
Link out: Click here
Description: IT starts and ends with the bottom line — always has. And in a climate where cost-cutting can come easier than double-digit revenue growth, a bottom-line focus has never been more important. But it\’s also a time for IT to excel and position itself to emerge from this period in much better shape than when it entered.

To do so, business and IT leaders need to broaden their expectations from IT, not reduce them. Join us at IT Forum 2009 to see how you and your peers can move beyond the oft-cited, overly simplistic mantra of \”keep the lights on, and do it for less\” to one of creating substantive, lasting value for the enterprise.

Your potential for real contribution to the business is more multifaceted than ever, based on the ability of IT to play a lead role in supporting bottom-line drivers like globalization, business resiliency, flexibility, sustainability, and risk management.

Look at just a few examples of how the definition of value stands to change in the world of IT:

* Leaner, lightweight software solutions: We look to move away from large, complex, one-size-fits-all models for developing and running software, to lighter-weight containers that are faster to deploy, yet smaller in footprint, functional scope, and price.
* Value-based architecture: We look to change architecture and app dev missions from ones of tech-centricity and standards, to an ability to respond faster to changes in business strategy.
* Cloud computing and software-as-a-service: We seek ways to fulfill computing needs wherever capacity is cheap, abundant, and stable — yet with equal, if not improved, service.
* Business process optimization: We strive to take business intelligence and information management tools beyond simple reporting and back-office productivity gains to become sources of competitive differentiation and truly optimized business performance.
* Technology populism:We face a changing workforce that is accustomed to provisioning technology where and when needed, forcing us to change our security and governance processes to protect information as it courses through a more socially connected world.

Come and explore how these and other trends will shape your job and redefine your department\’s contribution to the business.

Who Should Attend?

IT Forum examines critical issues at the intersection of business and information technology. This year’s value-focused theme will draw active participation from leading executives in the following disciplines:

* CIO and CTO
* Enterprise Architecture
* Application Development and Delivery
* Information & Knowledge Management
* Infrastructure & Operations
* Security & Risk Management
* Business Process Management
* Sourcing & Vendor Management
* Technology Product Management and Marketing

Past attendees have benefited most by bringing a team of people from their company or organization, with each attendee representing a different role or discipline in the IT organization. We would be happy to work with your organization to chart a custom, team-based course through IT Forum’s three days.
Why Attend?

This Event Will Give You Actionable Advice

Clients and Forum attendees turn to Forrester for credible and actionable advice. This Forum is designed to deliver just that, so its sessions will include:

Other Benefits of Attending

* One-on-one meetings with Forrester analysts.
* Compelling keynotes from leading executives on the topic of IT\’s value to the enterprise
* Case studies showcasing success stories and lessons learned.
* Peer-networking opportunities with more than 700 attendees.
* Insight into technology solutions from leading technology vendors
* A wealth of best practices, success stories, and lessons learned.
* \”Last-mile\” tools that allow attendees not only to gauge where they stand in addressing a particular opportunity, but also to chart roadmaps for moving forward.
* Community-based sessions facilitated by attendees in smaller, first-come-first-serve settings.
* Coverage of new skills, processes, marketing, and metrics required in this new value context.


Early-bird pricing ends April 22, 2009. Register now and save €200!

Clients: €2095
Nonclients: €2295

Contact us for government, nonprofit, and educational discounts »

+31 (0)20305 4848
Start Date: 2009-06-03
End Date: 2009-06-05