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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 […]

Posted by R "Ray" Wang on April 6, 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 […]

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

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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

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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: 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

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Research Report: The 18 Use Cases of Social CRM – The New Rules of Relationship Management

Analyzing The Demand For Use Cases In Social CRM Since joining Altimeter Group, I’ve had the pleasure of collaborating with my colleague Jeremiah Owyang on Social CRM.  On a daily basis, the requests for Social CRM strategies escalated from all parts of the organization. In fact, requests reflected all facets of CRM including the usual sales, […]

Posted by R "Ray" Wang on March 5, 2010

16 Comments