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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out, and

4 responses to “Oracle Fusion and More Blue Ocean Strategy”

  1. Ken Chestnut


  2. Ken Chestnut

    Great observations Denis, but I am not sure how this relates to blue ocean strategy. The notion there is you look at ways of expanding the pie rather than competing for the same pie (which oftentimes results in a race to the bottom and industry commoditization). The example I like best is Soutwest Airlines who attracted new air travelers that previous took other modes of point-to-point transportation (car, bus, etc.).

    While Salesforce has been tremendously innovative in terms of their business and delivery model, I am not sure the customer benefits are that significant as compared to Siebel and others before them. They won in terms of ROI because the TCO of on-premise solutions is substantially higher since those solutions required upfront services, infrastructure, etc, We will see if this remains true as subscription costs equal/exceed their perpetual license equivalents over time.

  3. Denis Pombriant

    True enough but you miss the whole social aspect, that’s what is Blue Ocean, not the delivery model. Or, rather, the delivery model was Blue once but like any innovation it faded into commoditization. The innovation and the disruption now is social and Salesforce is doing more in social than just about anybody. The comparison is between salesforce and social and the once innovative delivery model. Next week in NYC Benioff will explain all.

  4. Ken Chestnut

    Yes. My guess is social is going to shift and be part of a bigger story around creating an outstanding customer experience and driving customer loyalty (using Apple is the defacto standard):