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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

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

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

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

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

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 […]

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

Tuesday's Tip: Apply Maslow's Hierarchy Of Needs To C-Level Business Strategy

Maslow’s Hierarchy Of Needs Provides Prioritization Of An Individual’s Needs In 1943, Abraham Maslow put forward his paper A Theory of Human Motivation. Eleven years later in 1954, Maslow went into detail on his hierarchy of needs in his book titled Motivation and Personality. The framework outlined five needs from the most fundamental or “deficiency […]

Posted by R "Ray" Wang on December 27, 2011