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
By R "Ray" Wang on May 3, 2014
Customers Celebrate Success With Customer Experience Management (CXM) Around 450 customer experience professionals gathered at the Fontainebleau Miami Beach resort at Clarabridge’s Customer Connections Event April 28th to April 30th, 2014. The event brought together professionals passionate about best practices, trends, and techniques in improving customer experience management. Key customers at the event include major […]
Posted in Business | Tagged #c3Rocks14, 2014, acquisition, acquisitions, Alliances, analytics, Apps Strategy, Big Data, Big Data Business Models, BigData, CDO, CEO, Chief Customer Officer, Chief Digital Officer, Chief Marketing Officer, CIO, Clarabridge, CMO, Constellation Research, context, CRM, CustExp, Customer Experience, customer experience management, customer relationship management, customer service, Customer Support, CXM, CXO, CXP, Data to Decisions, Data2Decisions, Digital Business, Digital Marketing Transformation, Digital Strategy, Digital Transformation, DigitalBiz, digitaltransformation, disruptive technologies, Disruptive technology, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, event report, feedback management, Market Metrix, mass personalization, Mass Personalization At Scale, partnerships, R "Ray" Wang;, rwang0, Software Insider, SoftwareInsider, Sysomos, user event, vendor strategy
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 |
By R "Ray" Wang on March 24, 2014
Customer Success Management Pioneer Adds Key Functionality For March 2014 Release On March 18th, Mountain View, CA based Gainsight announced the Spring 2014 release of its customers success management platform. Led by CEO Nick Mehta, the cloud software vendor has received over $29M in funding from key investors such as Bain Capital, Battery Ventures, Capital […]
Posted in Technology / Software | Tagged 2014, Apps Strategy, Bain Capital, Battery Ventures, business intelligence, Business Outcomes, business performance management, Capital Innovators, Chief Customer Officer, Chief Digital Officer, Chief Marketing Officer, Chief Sales Officer, Chief Service Officer, Cloud, CMO, collaboration, Constellation Research, Cultivation Capital, customer engagement, Customer Experience, Customer success, Customer Success Management, Customer Support, CXO, DigitalBiz, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, Gainsight, InsideView, linkedin, News Analysis, Next Generation Customer Experience, NextGen, NextGenCXP, Nick Mehta, R "Ray" Wang;, recurring revenue, rwang0, SaaS, SaaS offensive, Service Source, Silicon Valley Bank, Software Insider, SoftwareInsider, Success management, Summit Partners, Totango, vendor strategy
By R "Ray" Wang on January 7, 2014
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 in Business | Tagged #msftdynamics, #msftdynamicscrm, acquisition, acquisitions, Apps Strategy, Bob Stutz, Chief Customer Officer, Chief Marketing Officer, Chief Service Officer, Ching-Ho Fung, CIO, Cloud, Constellation Research, CRM, CustExp, customer care, customer engagement, Customer Experience, customer experience management, customer relationship management, customer service, Customer Support, CXP, Digital Business, Duke Chung, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, Jujar Singh, mergers, Mergers And Acquisitions, microsoft, Microsoft Dynamics, MIcrosoft Dynamics CRM, News Analysis, Next Generation Customer Experience, NextGen, NextGenCXP, Parature, R "Ray" Wang;, rwang0, SaaS, service, social service, social support, Software Insider, Software Vendors, SoftwareInsider, support, User Experience, vendor strategy
By R "Ray" Wang on September 11, 2013
General Catalyst, Summit, and Yuchun Lee To Take Clarabridge To Next Phase Of Growth Rapidly growing Reston, VA based Clarabridge, announced on September 10, 2013 a $80 million round of capital. Founded in 2006, Clarabridge is a leading provider of customer experience solutions. The funding announcement is significant as Clarabridge: Invests into global expansion and […]
Posted in Business | Tagged analytics, Apps Strategy, Big Data, BigData, CDO, Chief Customer Officer, Chief Digital Officer, Chief Marketing Officer, Chief Service Officer, CIO, Clarabridge, CMO, Constellation Research, CRM Magazine, customer engagement, Customer Experience, customer experience management, customer relationship management, customer relationship management (CRM), customer service, Customer Support, CXP, digital marketing, engagement, Engagement Apps, enterprise apps, Enterprise apps strategy, enterprise software, enterprise strategy, funding, Funding announcement, General Catalyst Partners, News Analysis, R "Ray" Wang;, rwang0, Software Insider, SoftwareInsider, Summit Partners, text analytics, vendor strategy
By Jason M. Lemkin on August 15, 2013
One question I struggled with a lot in the early days was what price points supported inside sales reps. It was clear to me that our freemium offering, priced at from $0 to $19/month, couldn’t really support a traditional inside sales team. And it became clear to me that five-figure or larger ACV deals could […]
Posted in Business | Tagged Customer Support, Entrepreneurship, Market Segmentation, SaaS, SaaStr, sales, startups
By R "Ray" Wang on July 1, 2013
Just 14 months after announcing the acquisition of Trinicom, Kana has revealed the latest release of its cloud customer service suite for the mid-market, Kana Express. Released on June 27, 2013, the new product reflects the company’s mission “To provide leading customer service solutions that empower our customers to create experiences that count, for their […]
Posted in Technology / Software | Tagged #custserv, $KANA, Accel-KKR, Apps Strategy, best of breed, Business Analytics, Chief Customer Officer, Chief Marketing Officer, Chief Service Officer, CIO, Cloud, Cloud Computing, Cloud options, Cloud Wars, CMO, Constellation Research, context, CRM, CustExp, Customer Experience, customer experience management, customer relationship management, customer relationship management (CRM), customer service, Customer Support, CXP, Engage, engagement, Engagement Apps, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise architecture, Enterprise Business Apps, Enterprise Business Apps Vendors, enterprise software, enterprise strategy, Kana Express, Kana Software, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, Omnichannel, R "Ray" Wang;, rwang0, software as a service, Software Insider, Software Vendors, SoftwareInsider, vendor strategy
By R "Ray" Wang on August 14, 2012
CRM Continues To Evolve In A World Of Engagement The CRM industry’s major non-vendor customer focused event kicked off at the Marriott Marquis in New York from August 13th to 15th. Conversations with prospects and practitioners at the event highlighted a few emerging trends: Shift from transaction to engagement. CRM traditionally focused mostly on the […]
Posted in Trends & Concepts | Tagged Apps Strategy, B2B, B2B E-commerce, B2C, B2C E-commerce, best of breed, best practices, brand, Business Analytics, Business process management, CCM, cdi, CEP, Change Management, Chief Customer Officer, Chief Marketing Officer, Chief Sales Officer, Chief Service Officer, Cloud, Cloud Computing, cloud integration, Cloud options, CMO, complex event processing, Constellation Research, Consumer Tech, Consumerization of IT, Corporate Strategy, CRM, CRM Magazine, customer data integration, customer engagement, Customer Experience, customer experience management, Customer Hubs, customer relationship management, customer relationship management (CRM), customer service, customer service; -business, Customer Support, CXP, Engage, engagement, Engagement Apps, enterprise, enterprise applications, enterprise apps, event report, R "Ray" Wang;, rwang0, Software Insider, SoftwareInsider |
By R "Ray" Wang on June 15, 2012
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 in Business | Tagged #techoptimization, acquisition, acquisitions, Apps Strategy, Chief Customer Officer, Chief Service Officer, CIO, CustExp, Customer Experience, customer relationship management, customer service, Customer Support, Emerging Technologies, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, enterprise class, enterprise collaboration, enterprise software, enterprise strategy, Field service, IFS, IFS North America, mergers, Mergers And Acquisitions, Metrix, mobile, mobile enterprise, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, R "Ray" Wang;, rwang0, scheduling, service, Software Insider, SoftwareInsider, support
