Posts Tagged ‘LinkedIn’

News Analysis: Gainsight Spring 2014 Release Targets Large Enterprises Making The Transition To #DigitalBiz

Customer Success Management Pioneer Adds Key Functionality For March 2014 Release

On March 18th, Mountain View, CA based Gainsight announced the Spring 2014 release of its customerssuccess management platform.  Led by CEO Nick Mehta, the cloud software vendor has received over $29M in funding from key investors such as Bain Capital, Battery Ventures, Capital Innovators, Cultivation Capital, Silicon Valley Bank, and Summit Partners.  In addition to the latest release, the company added two industry veterans Sherif Botros from SAP as Chief Data Scientist and Puja Ramani from Facebook as Director of Product Management and Analytics.

Five key features designed for the largest of enterprises were announced for the Gainsight Spring 2014 release and include:

  • Support for sponsor tracking with LinkedIn and InsideView. New feature takes contacts listed in a client’s CRM system and monitors status changes in InsideView and Linkedin.  Known as Gainsight Sponsor Tracking, the feature also adds relevant news, events, and CRM intelligence.  These additional, external data points factor into a holistic customer health score that includes usage, support, engagement, and and other relationship health metrics.

    Point of View (POV):
    A top root cause for churn is an executive sponsor’s departure.  The automated system serves as an early warning indicator when status changes for key contacts to help provide the advantage of time and insight when protecting renewals and future upsell.  The feature also locates potential advocate or customers to on board.
  • Delivery of a Salesforce1 mobile app .  The Gainsight Salesforce1 Mobile App integrates natively with Salesforce (see Figure 1).   The Gainsight offering allows users access on Android and iOS phones and tablets.  Alerts, tasks, customer health data, and survey feedback are integrated with Salesforce system data.

    (POV):
    Mobility tops this year’s list of key enabling digital technologies in almost every Constellation survey.   Customers can take advantage of in-between and wait times to update customer health and fill notes via the application.  Many existing customers expect that this feature will improve team productivity from 10 to 25%.

Figure 1. Gainsight Delivers a Native Integration To Salesforce1

  • Release of  Gainsight Success Snapshots. As a new data visualization publishing feature, the solution helps clients build and publish data filled presentations, executive updates, and QBR reports.  Users can populate presentations with customer queries or templated reports.

    (POV):
    Customers seek not only good reporting tools, but also consumer grade user experience and ease of use. Data visualization tools play a key role in effectively democratizing the data to decision process among stakeholders championing customer success.

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 1 customer platform seeks to address a cadre of emerging digital business requirements that customer centric companies face.

Figure 1. Salesforce 1 Customer Platform Intends to Support The Internet Of Customers

Source: Salesforce.com

SalesForce 1 Reflects Much Needed Refresh Of Existing Platform

The new customer platform includes platform services, platform APIs, and the Apps created from the platform.  Salesforce 1 platform services includes refreshes in Force.com, updates in Heroku, and adds Exact Target Fuel.  As expected, Sales Cloud, Service Cloud, Exact Target Marketing Cloud, and Apps Exchange sit on top of the salesforce1.com platform (see Figure 2).

The key analysis of this release include:

  • Internet of Customers support. Salesforce includes social, mobile, cloud, and connected as the key components for The Internet of Things.  In order to meet the requirements of a third wave of computing that moves from Internet of Things to what Salesforce calls the Internet of Customers, the new platform is designed to support this customer centricity convergence.

    Point of View (POV):
    Constellation sees more than 50B connected devices and at least 150B connected endpoints by 2020.  The opportunity is huge.  While Salesforce.com addresses 3 out of the 5 key components of digital business, the vendor still needs to provide video/unified communications and big data/analytics.  Constellation believes the big data and analytics opportunity is critical to enhancing customer experiences, to benchmarking and brokering data servcies, and to buildoing new business models around big data and analytics.  Customers should encourage Salesforce.com to consider how to enable big data business models in digital business in the next iteration.  Meanwhile, most customers can wait until future releases for video and UC requirements to be met.
  • Next generation apps developer platform. The PaaS layer adds a mobile first orientation that enables a write once and deploy anywhere platform. Developers can now deploy to a range of social, mobile, and connected devices.  The platform services include 10X more API functionality.   Developers can build customer apps, wearable apps, product apps, and salesforce apps.

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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 fact, respondents feel that adding any additional network for anything social is quite overwhelming.  While early adopters are moving from ubiquitous usage to relevant rationalization, the majority remains in ubiquitous usage (see Figure 1).  Recent data on number of users at the Big 4 of social media show that we are in the middle of ubiquitous usage:

  • Facebook (901M users as of Feb 2012)
  • Twitter (500M users as of March 2012)
  • LinkedIn (161M users as of March 2012)
  • Google+ (100M users as of Feb 2012)

Early Adopters Facing Social Media Fatigue

As early adopters start rationalizing their networks, some are even pulling out.  From loss of interest in Google+, Empire Avenue, to even FaceBook, people have started to selectively choose networks to combat overload and social media fatigue.  The common theme – relevant rationalization by self-interest.   These trends parallel those for mail, phone, email, web and other disruptive technologies.  Going forward, users will move towards desensitization when the advertisers and companies abuse the channel by spamming users with an unwanted deluge of irrelevant offers.

The Bottom Line: Engage Users To Combat Fatal Fatigue In The Disruptive Tech Adoption Life Cycle

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Monday’s Musings: Seven Basic Privacy Rights Users Should Demand For Social Business

Public Outrage Grows Over Lax Privacy Polices At Popular Social Networking Sites

Recent actions by social networking leaders in the market place have brought new attention to a user’s privacy rights.  Despite the fact that these sites provide a freemium service to users, abuse and arrogance of a user’s privacy rights combined with user ignorance has led to not only a public outrage, but also increasing action from privacy advocacy groups to petition government agencies.  Three public examples include:

Figure 1. US Social Networking Sites Market Share By Page Views

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Product Review: Google+, Consumerization of IT, and Crossing The Chasm For Enterprise Social Business

Timing of Google+ Bodes Well For Enterprise Users And Google

Lately, one could say Google’s been a bit absent from the social business party.  The premature launch of Google Wave exposed a canvas looking for a masterpiece painting.  Failing fast and learning from the Google Wave lesson, Google’s latest offering, Google+ shows promise in bringing similar disruptive technology concepts to market, yet packaged in easier to adopt metaphors such as activity streams, walls, hangouts, and circles (see Figure 1).

As part of Google’s aspirations to deliver enterprise offerings, it’s flagship Google Apps continues to gain traction in enterprises despite a market position that places the product between a very strong pro-sumer play and an almost enterprise app.  The good news – a constant stream of incremental changes shows an evolution to an enterprise class offering built from a strong consumer bent.  As of this posting, Google Apps isn’t integrated with G+, but Google’s enterprise ambitions have been strengthened with the new offering.

Figure 1.  Logging Into Google+

Convergence And Shift To A P2P World Enables GooglePlus To Go After Both Consumers And Enterprises

Google+ launch comes at an exciting time of convergence among the mega trends for the decade: social business, mobile enterprise, cloud computing, and unified communications.  The five pillars of Consumerization of IT (CoIT) fall in Google’s favor as consumer users rapidly seek to bring these innovations into their enterprises.  Subsequently, Google+ already takes advantage of Google’s assets to:

  • Unify the communications channels. Enterprises spend millions trying to get their fragmented communications systems to work, let alone integrate.  Google+ takes chats, emails, tweets, voice, mobile, and video and rolls it all up neatly into one offering.  More importantly, it works off of one login and its integrated.  Key video features such as Hangouts allow for impromptu video con calls without the hassle of most other video conferencing systems.
  • Provide an initial alternative to Facebook for the enterprise offerings. Procurement managers and line of business buyers face Cloud/SaaS best of breed hell as a flurry of purpose built solutions attack the enterprise IT landscape.  Should Google stream line convergent offerings for the enterprise, it will be poised to dethrone many incumbents.  Google can only succeed if they can match functional parity over the next 12 to 18 months.  Keep in mind, the long-term goal goes beyond Facebook for the enterprise.
  • Aggregate the user’s social sphere. Facing near term social networking overload, enterprise users can’t possibly fathom another social networking service.  Aggregation by a major player makes sense from a market position and user convenience. Google’s initial list allows users to notate key services in their profiles through connected accounts from Facebook, Yahoo!, Flickr, LinkedIn, Quaora, Twitter, Yelp, Hotmail, and Plaxo (see Figure 2). A quick look into the codes shows that these connection services potentially can support a Microsoft Outlook email, an SAP feed, or Salesforce.com Chatter stream and may potentially support direct integrations in future road maps.

Figure 2.  Google+ Delivers Social Sphere Aggregation With Ease

Adding Connections on GooglePlus

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Monday’s Musings: Why I’m Unplugging From Location Based Services Until The Privacy Issue Is Resolved

Convergence Of Smart Phone Affordability And Broad Network Access Drives Growth In Location Based Services

I’ve been a big fan of location based services (LBS).  In fact, many of you have followed my whereabouts on Yelp, Tripit, and other integrated Twitter services.  As many of you know, location based services take your geographical position from your mobile device and deliver relevant information services based on your relationship to people, objects, places, etc.  In the 2010 Pew Research Pew Research Center’s Internet & American Life Project, surveys showed, 4% of Americans utilized Location Based Services (LBS) (see Figure 1).

Figure 1. Layar’s Augmented Reality location based service (LBS).

Layar - Augmented Reality and Location Based Services

Constellation Research, Inc. estimates these services to grow and generate up to $10.7B in revenue by 2013.  Among the early adopter set, LBS is on fire.  Among the general population, growth will most likely trend with smartphone adoption, which market research firm IDC estimates a 55% growth from 2009 to 2010 (~270 million units).  You do the math!

As one of those early adopters, I and many others have enjoyed LBS from a consumer tech point of view to:

  • Navigate around places.  Use turn by turn navigation and traffic maps through services such as Google Navigation and Yahoo! Maps.
  • Identify events to attend. See where my friends are by date and location to make time to catch up using Loopt, Rummble, and Tripit.
  • Locate friends near me.  Catch up with people near me using Foursquare and Gowalla as a matter of convenience.  In some cases, track people by mobile device location.
  • Reduce traffic fines. Warn and be warned where speed traps, sobriety check points, and cameras through crowdsourcing apps such as Trapster and Phantom Alert
  • Find places to eat.  Follow foodie friends to see where they check in on Yelp.
  • Receive offers from merchants. Get rewarded for checking in to locations with discounts from merchants.  Take advantage of M-commerce (mobile).

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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

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