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Research Summary: Why the Move from Transaction to Experience Requires Better Analytics

Forward And Commentary This trends report examines how changing expectations among business leaders and the consumerization of IT will shape the future of insights and decision-making. As organizations make the move from transactions to engagement to experience, a new type of analytics will be required. A. Introduction Business leaders seek better insights for smarter decision-making. […]

Posted by R "Ray" Wang on April 12, 2012

Vendor Event: Why Does Everyone Need Analytics?

Wednesday, April 25, 2012 10:00 am Pacific 1:00 pm Eastern Presenters Ray Wang Principal Analyst and Chief Executive Officer Constellation Research, Inc. Patrick Morrissey Vice President Tidemark Jennifer Maddox Director of Product Marketing Tidemark Why the Move from Transaction to Experience Requires Better Analytics Business leaders seek better insights for smarter decision-making. Unfortunately, today’s traditional […]

Posted by R "Ray" Wang on April 12, 2012

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

Event Report: IIAR UK Forum – The Future Of The Industry Analyst, Legacy Vs Disruptive

Legacy Analyst Firms Vs Disruptive Influencer Firms On March 14th, 2012 Constellation had the privilege and pleasure of presenting at the IIAR UK Chapter’s monthly meeting moderated by Simon Levin (see Figure 1).  For those who don’t know, the IIAR is a “not-for-profit organisation established to raise awareness of analyst relations and the value of […]

Posted by R "Ray" Wang on March 26, 2012

News Analysis: Spinnaker Expands JD Edwards Support With Versytec Acquisition

Versytec Acquisition Addresses Growing Demand For JD Edwards Support Denver, Colorado based Spinnaker Management announced on March 6th, 2012 its acquisition of competitor Versytec.  For those who remember their third party maintenance (3PM) history, Versytec was among the first firms to announce third-party maintenance services within a year after PeopleSoft acquired JD Edwards in July […]

Posted by R "Ray" Wang on March 25, 2012

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

Executive Profiles: From Transaction To Engagement – Michael Park, Microsoft Business Solutions

Welcome to a new series of interviews for 2012 with business leaders making the move from transaction to engagement. The interviews provide insightful points of view from a customer, industry, and vendor perspective.  We’ll be taking limited interviews throughout the year for publication as we also try to catch up on the Disruptive Tech Leaders […]

Posted by R "Ray" Wang on March 12, 2012

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

Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience

Multiple Respected Research Survey Results Confirm Frequent Flyer Observations It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in.  Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have […]

Posted by R "Ray" Wang on March 2, 2012

Monday's Musings: Beyond The Three V's of Big Data – Viscosity and Virality

Revisiting the Three V’s of Big Data It’s time to revisit that original post from July 4th, 2011 post on the the Three V’s of big data.  Here’s the recap: Traditionally, big data describes data that’s too large for existing systems to process.  Over the past three years, experts and gurus in the space have […]

Posted by R "Ray" Wang on February 27, 2012

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

Product Review: SAP's Recalls Plus App – The Crossover From Enterprise To Consumer Begins

SAP’s First Consumer App Addresses A Key Consumer Concern At midnight pacific time, February 15th, SAP launched its first ever consumer app – Recalls Plus. This consumer app, downloadable for free on Apple’s app store, was developed from one of the world’s leading enterprise software companies (see Figure 1.)  SAP’s first foray into the consumer […]

Posted by R "Ray" Wang on February 15, 2012

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

News Analysis: The Implications Of Oracle's Acquisition Of Taleo

Catch my colleague Yvette Cameron’s point of view here. She covers Future of Work for Constellation Research, Inc. Oracle Plays Catch Up With Public Cloud Ambitions On February 9th, Oracle announced its intention to acquire Dublin, CA based Taleo for $1.9B.  Taleo is a cloud based talent management software provider with 5000 customers and 1400 […]

Posted by R "Ray" Wang on February 9, 2012

Executive Profiles: Disruptive Tech Leaders In Cloud Computing – Brad Smith, Intuit

Welcome to an on-going series of interviews with the people behind the technologies in Cloud Computing.  The interviews  provide insightful points of view from a customer, industry, and vendor perspective.  A full list of interviewees can be found here. Brad Smith, President and Chief Executive Officer of Intuit Biography Brad Smith became Intuit’s president and […]

Posted by R "Ray" Wang on February 2, 2012