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customer engagement

Setting the tone for 2015: CRM begat Social CRM which begat customer engagement

Setting the tone for 2015: CRM begat Social CRM which begat customer engagement

By Paul Greenberg on January 8, 2015

What is the state of customer engagement? What kind of framework needs to be created to help businesses achieve that engagement? It starts here with the 2015 agenda for customer engagement.

Posted in Business, Featured Posts, Technology / Software, Trends & Concepts | Tagged CRM, customer engagement, Social CRM, Tech Industry

Trends: 9 Actions to Consider Before 2015 For Digital Transformation

Trends: 9 Actions to Consider Before 2015 For Digital Transformation

By R "Ray" Wang on December 23, 2014

Digital Strategy From The Analysts At Constellation Research Constellation’s year end checklist offers suggestions designed to enable you to take control of your digital strategy in 2015. Consider these actions to ensure you dominate digital disruption in the new year. 1. Matrix Commerce: Scrub your data By Guy Courtin When it comes to Matrix Commerce, […]

Posted in Business, Featured Posts | Tagged 2015, Apps Strategy, Augmented Humanity, Authentic, Authentic Business, best of breed, best practices, Big Data, Big Data Business Models, BigData, bring-your-own-device, Business Analytics, business strategy, Business Transformation, BYOD, CEO, Chief Collaboration Officer, Chief Creative Officer, Chief Customer Officer, Chief Digital Officer, Chief executive officer, Chief Financial Officer, Chief HR Officer, Chief information officer, Chief Information Security Officer, Chief Marketing Officer, Chief People Officer, Chief procurement officer, Chief Revenue Officer, Chief Sales Officer, Chief Security Officer, Chief Service Officer, Chief Technology Officer, CHRO, CIO, Cloud, Cloud Computing, Cloud options, CMO, CoIT, CoIT and the New CSuite, collaboration, collaboration software, Constellation Research, Corporate Strategy, CTO, CustExp, customer engagement, Customer Experience, customer service, Customer Support, CXM, CXO, CXP, Data to Decisions, Data2Decisions, digital, Digital Business, digital commerce, Digital Disruption, Digital DNA, Digital identity, digital marketing, Digital Strategy, Digital Transformation, DigitalBiz, digitaltransformation, E-Commerce, e-Signature, early adoptions, engagement, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise class, enterprise software, enterprise strategy, future of work, HR, innovation, IT Strategy, journey maps, marketing, Marketing Automation, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, Next generation apps, Privacy, Privacy Rights, Private Cloud, Private Clouds, public cloud, R "Ray" Wang;, rwang0, safety, safety and privacy, Software Insider, SoftwareInsider, strategy, supply chain, trends, User Experience, user strategy, vendor strategy

CRM has failed? I am so tired of hearing that

CRM has failed? I am so tired of hearing that

By Paul Greenberg on September 24, 2014

No matter what SAP’s press release says, CRM isn’t a failed experiment, it’s not dead, and it continues to thrive. Paul Greenberg answers the latest barb thrown.

Posted in Featured Posts, Technology / Software, Trends & Concepts | Tagged CRM, customer engagement, enterprise software, Hybris, sap, SAP AG | 1 Response

Event Report: Glassdoor Employer Branding Summit

Event Report: Glassdoor Employer Branding Summit

By R "Ray" Wang on September 15, 2014

  Employer Branding Comes of Age On September 12th, Glassdoor kicked off its Employer Branding Summit in San Francisco at the Hotel Nikko.  Social recruiting, employer branding, and talent acquisition pros gathered to hear how branding impacts the recruiting landscape.  Robert Hohman, CEO of Glassdoor welcomed the audience to set the stage (see Figure 1). […]

Posted in Business | Tagged #GDSummit, #hrtechconf, Apps Strategy, brand, branding, customer engagement, Customer Experience, employee branding, employer branding, engagement, Engagement Apps, enterprise, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, event report, future of work, Glassdoor, HR, HR Tech, Human Capital Management, Human resources, marketing, R "Ray" Wang;, rwang0, Smashfly, social recruiting, Software Insider, SoftwareInsider, talent acquisition, talent management, vendor strategy

Insights From GE’s Global Innovation Barometer Show Executives Need To Be Disruption Ready

Insights From GE’s Global Innovation Barometer Show Executives Need To Be Disruption Ready

By R "Ray" Wang on June 23, 2014

Disruption, Collaboration, and The Future Of Work Highlighted In Latest Edition Last week, June 16, 2014, GE unveiled the 2014 results for its “Global Innovation Barometer“. In the 4th annual survey, the GE team commissioned Edelman Berland to phone interview 3209 senior business executives between April 2, 2014 and May 30, 2014.  Interviewees represented VP […]

Posted in Business, Featured Posts | Tagged analytics, Apps Strategy, Big Data, Big Data Business Models, BigData, business disruption, business impact, Business Transformation, business value, CDO, CEO, CFO, Chief Collaboration Officer, Chief Customer Officer, Chief Digital Officer, Chief executive officer, Chief Financial Officer, Chief HR Officer, Chief information officer, Chief Marketing Officer, Chief People Officer, Chief Sales Officer, Chief Technology Officer, CHRO, CIO, Cloud, CMO, co creation, co-innovation, collaboration, Constellation Research, Consumerization of IT, COO, Corporate Strategy, CTO, CustExp, customer engagement, Customer Experience, CXO, Data to Decisions, Design thinking, Digital Business, Digital Strategy, Digital Transformation, DigitalBiz, disruptive, disruptive business models, disruptive technologies, Disruptive technology, early adopters, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, future of business, future of work, GE, General Electric, Industial Internet, Internet of Things, IoT, Monday's Musings, R "Ray" Wang;, rwang0, Software Insider, SoftwareInsider, vendor strategy | 1 Response

News Analysis: Understanding The Microsoft and Salesforce Partnership From The Customers POV

News Analysis: Understanding The Microsoft and Salesforce Partnership From The Customers POV

By R "Ray" Wang on June 4, 2014

Microsoft’s Platform DNA and Salesforce.com Quest For User Productivity Drive The Strategic Partnership On May 29th, 2014, the Redmond based mega vendor Microsoft and the San Francisco based Cloud pioneer salesforce announced a partnership.  From the teleconference call with CEOs Satya Nadella and Marc Benioff; and in conversations with over 50 key executives, partners, and […]

Posted in Featured Posts, Technology / Software | Tagged Amazon, analytics, AppExchange, Apps Strategy, Big Data, Business Analytics, business intelligence, CEO, CFO, Chief Customer Officer, Chief Digital Officer, Chief information officer, Chief Sales Officer, Chief Service Officer, Chief Technology Officer, CIO, Cloud, Cloud Computing, Cloud Wars, CMO, CoIT, collaboration, Constellation Research, customer engagement, Customer Experience, customer relationship management, CXO, Digital Business, Digital Disruption, DigitalBiz, digitaltransformation, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise class, enterprise software, enterprise strategy, google, M, microsoft, Microsoft Azure, Microsoft Dynamics, MIcrosoft Dynamics CRM, Microsoft Office, Microsoft Office 365, Microsoft Power BI, Microsoft Windows, Microsoft Windows Phone, News Analysis, R "Ray" Wang;, rwang0, SaaS, salesforce.com, salesforce1, Software Insider, SoftwareInsider, vendor strategy | 2 Responses

Event Report: Marketo Moves From Revenue Management To Customer Engagement Platform #MKTGNation14

Event Report: Marketo Moves From Revenue Management To Customer Engagement Platform #MKTGNation14

By R "Ray" Wang on April 13, 2014

Marketo Moves Beyond Revenue To Customer Engagement Platform A growing realization that funnels are dead again (and again) in sales, marketing, service, and commerce drives a big shift in the digital business disruption.  In front of 6000 customers, prospects, influencers, and employees, Marketo’s CEO Phil Fernandez put to bed some myths about the mix of […]

Posted in Business | Tagged 2014, Apps Strategy, CDO, Chief Customer Officer, Chief Digital Officer, Chief executive officer, Chief Marketing Officer, Chief Revenue Officer, CIO, Cloud, Cloud Computing, Constellation Research, CRM, customer engagement, Customer Experience, Digital Business, Digital Disruption, digital marketing, Digital Marketing Transformation, Digital Strategy, Digital Transformation, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, event report, marketing, Marketing Automation, Marketing strategy, Marketo, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, Next Generation Customer Experience, NextGen, NextGenCXP, Phil Fernandez, R "Ray" Wang;, rwang0, Software Insider, SoftwareInsider, user event, user group events, vendor strategy

Vertical Solutions Extends Customer Experience And Field Service Footprint With Three Partnerships

Vertical Solutions Extends Customer Experience And Field Service Footprint With Three Partnerships

By R "Ray" Wang on April 7, 2014

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 Cincinatti, Ohio based customer experience software vendor provides cloud contact center […]

Posted in Business | Tagged 2014, Apps Strategy, Business Transformation, Chief Collaboration Officer, Chief Customer Officer, Chief information officer, Chief Sales Officer, Chief Service Officer, CIO, Cloud, CMO, Constellation Research, CRM, customer engagement, Customer Experience, customer relationship management, customer relationship management (CRM), customer service, Customer Support, CXO, CXP, Digital Disruption, Digital Strategy, DigitalBiz, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, Field service, microsoft, Microsoft Dynamics, Microsoft Dynamics AX, Microsoft Dynamics Convergence, MIcrosoft Dynamics CRM, MIcrosoft Dynamics ERP, Microsoft integration, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, NextGen, NextGenCXP, partnerships, Post sales service, R "Ray" Wang;, rwang0, service, Software Insider, SoftwareInsider, supply chain, suppy chain management, vendor strategy, Vertical Solutions, Video | 1 Response

I’m Getting Engaged!

I’m Getting Engaged!

By Esteban Kolsky on April 4, 2014

I know, I know. I said I would never do it again. They said it could never happen. But, at the end of the day you knew it had to happen.  Right? I mean, no matter how hard I fought it, how bad I wanted not to – I have to do it. I have […]

Posted in Featured Posts, Trends & Concepts | Tagged customer engagement, Customer Experience

Event Report: #AdobeSummit Celebrates Digital Marketing From Creative To Commerce

Event Report: #AdobeSummit Celebrates Digital Marketing From Creative To Commerce

By R "Ray" Wang on April 1, 2014

Market Leaders And Fast Followers Celebrate A Decade Of Digital Marketing Vision In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early adopters and converted.  Fast forward eleven years to 2014, an estimated 7000 customers, partners, influencers, and prospects gathered at the Salt Palace […]

Posted in Business | Tagged 2014, adobe, Adobe Summit, analytics, Apps Strategy, B2B, B2B E-commerce, B2C, B2C E-commerce, Big Data, BigData, Business Transformation, CDO, CEO, Chief Customer Officer, Chief Digital Officer, Chief information officer, Chief Marketing Officer, CIO, Cloud, CMO, community platforms, Constellation Research, CRM, CustExp, customer engagement, Customer Experience, CXO, Design thinking, Digital Business, Digital Disruption, digital marketing, Digital Marketing Transformation, Digital Strategy, Digital Transformation, DigitalBiz, disruptive, disruptive business models, disruptive technologies, Disruptive technology, ECommerce, Elastic Path, engagement, Engagement Apps, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, event report, Identity, Intershop, marketing, Marketing Automation, Marketing strategy, mass personalization, Mass Personalization At Scale, Matrix Commerce, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, NextGen, NextGenCXP, personalization, personalization at scale, R "Ray" Wang;, real-time, Right time, rwang0, sap, SAP Hybris, Software Insider, Software Vendors, SoftwareInsider, user group event, user strategy, vendor strategy, Vishal Sikka | 3 Responses

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