• Home
  • Blog
  • Who We Are
  • Contact
  • Sponsors
Enterprise Irregulars
Smart Thinking for the Smart Enterprise
  • Featured Posts
  • Business
  • Technology / Software
  • Trends & Concepts
  • Startup Lessons

Social CRM

The 2012 Social CRM Tragic Quadrant

The 2012 Social CRM Tragic Quadrant

By Jeff Nolan on October 3, 2012

Last week the respected industry analyst firm Gartner Group released their 2012 Social CRM Magic Quadrant. For those of you who follow these proclamations, the inside baseball crowd, the MQ is an event unto itself and despite what anyone would suggest, it really is all about the 2×2 chart. The methodology of the MQ is […]

Posted in Trends & Concepts | Tagged analysts, enterprise software, Gartner Group, Gartner MQ, Magic Quadrant, Social CRM | 6 Responses

Event Report: Dreamforce X (#DF12) Emerges As The South By Southwest (#SXSW) For The Enterprise

Event Report: Dreamforce X (#DF12) Emerges As The South By Southwest (#SXSW) For The Enterprise

By R "Ray" Wang on September 24, 2012

Dreamforce Represents The Mecca For The “Art Of The Possible” In The Enterprise Whether Salesforce.com’s flagship conference at Moscone Center was the most attended conference (~48,000) or the most registered for event (~90,000), matters not.  When examined in context of the magnitude of what was accomplished, the impact of this 10th annual event transcends attendance […]

Posted in Business, Featured Posts, Technology / Software | Tagged Apps Strategy, Business Transformation, business value, Chief Customer Officer, Chief information officer, Chief Marketing Officer, Chief Sales Officer, Chief Service Officer, CIO, Cloud, Cloud Computing, Cloud Wars, CMO, Consumer Tech, Consumerization of IT, CRM, customer engagement, Customer Experience, customer relationship management, customer relationship management (CRM), customer service, df12, Dreamforce, Engagement Apps, enterprise, Enterprise 2.0, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, Enterprise Business Apps Vendors, enterprise class, enterprise software, enterprise strategy, event report, future of work, Infor, Infor Global Solutions GmbH, Infor ION, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, next generation, Next generation apps, R "Ray" Wang;, rwang0, SaaS, socbiz, social business, Social CRM, Social Enterprise, social enterprise apps, social technologies, software as a service, Software Insider, SoftwareInsider, user conference, user event, vendor events, vendor strategy, workday | 4 Responses

Trends: The Battle For CMO Mind Share

Trends: The Battle For CMO Mind Share

By R "Ray" Wang on August 2, 2012

Marketing and Advertising Budgets Are The New Land Grab Constellation Research, Inc. predicts that the global advertising market (paid search, display, and classified) will hit $125B by 2015.   While IT budgets continue to stay flat, marketing budgets are up.  Warc’s recent Global Marketing Index (GMI) entered positive territory in March 2012.  Consequently, the heat […]

Posted in Business, Featured Posts | Tagged $KANA, acquisition, acquisitions, adobe, analytics, Apps Strategy, B2B, B2C, best of breed, best practices, BI, Big Data, BigData, brand monitoring, Business Analytics, business intelligence, Business process, business process outsourcing, Chief Customer Officer, Chief information officer, Chief Marketing Officer, CIO, CMO, CoIT, Constellation Research, Consumerization of IT, CRM, CustExp, customer engagement, Customer Experience, customer relationship management, CXP, Dell, Digital Marketing Transformation, disruptive, disruptive technologies, Disruptive technology, Eloqua, engagement, Engagement Apps, enterprise apps, Enterprise apps strategy, enterprise class, enterprise software, From Transaction To Engagement, google, HubSpot, IT budgets, marketing, marketing agencies, Marketing Automation, Marketo, mergers, Mergers And Acquisitions, oracle, R "Ray" Wang;, rwang0, sales, sales force automation, salesforce.com, SAS, SAS Institute, social analytics, social business, Social Business Software, Social CRM, social marketing insights, socialytics, Software Insider, SoftwareInsider, Unica, user strategy, vendor strategy

Why Context Matters – Forget Real-Time, Achieve Right-Time

Why Context Matters – Forget Real-Time, Achieve Right-Time

By R "Ray" Wang on July 25, 2012

The Real-Time Hype Is Filled With Flaws The hype around big data, social media, and mobility has many folks imagining the real-time enterprise in the future of work, next generation customer experiences, matrix commerce, or the data to decisions journey.  While real-time theoretically leads to quicker information and faster response times, the reality requires closer […]

Posted in Trends & Concepts | Tagged Business Analytics, business intelligence, customer engagement, Customer Experience, customer experience management, Decision Services, disruptive technologies, Disruptive technology, Engage, engagement, Engagement Apps, Enterprise 2.0, enterprise software, enterprise strategy, From Transaction To Engagement, future of work, R "Ray" Wang;, rwang0, socbiz, social business, Social Business Software, social business strategist, social commerce, Social CRM, social customer insights, Social Enterprise, social enterprise apps, Social Media, social support, Software Insider, SoftwareInsider, Tuesday's Tip

Monday’s Musing: Avoiding Social Media Fatigue Through Engagement

Monday’s Musing: Avoiding Social Media Fatigue Through Engagement

By R "Ray" Wang on May 21, 2012

Social Media Moves From Ubiquitous Usage To Relevant Rationalization Have we hit a social media plateau?  In recent client conversations on usage of social media, the trendsetters appear to be “socialed out”.   Most early adopters seem to be overwhelmed with their personal (Facebook, Google+), corporate (Yammer, Jive, Chatter, SharePoint), and professional (LinkedIn) social networks.  In […]

Posted in Trends & Concepts | Tagged adoption, Apps Strategy, business drivers, business impact, business strategy, business technology, business value, Chief information officer, Chief Marketing Officer, Chief People Officer, CHRO, CIO, CMO, customer engagement, Customer Experience, customer experience management, customer relationship management, disruptive, Disruptive Tech Life Cycle, disruptive technologies, Disruptive technology, engagement, Engagement Apps, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, Enterprise Business Apps Vendors, enterprise class, Facebook, google, GooglePlus, Linked In, linkedin, Monday's Musings, R "Ray" Wang;, rwang0, socbiz, social analytics, social business, Social Business Software, social business strategist, Social CRM, social customer insights, Social Enterprise, social enterprise apps, social marketing insights, Social Media, social media monitoring, social sales insights, social service, social support, social support insights, Software Insider, SoftwareInsider

Event Report: Lithium Network Conference 2012 #LiNC

Event Report: Lithium Network Conference 2012 #LiNC

By R "Ray" Wang on May 9, 2012

Lithium Technologies Shows Continued Customer Momentum And Success In Social Marketing And Support To the tune of 500 customers and prospects, Lithium kicked off LiNC on May 2nd, 2012, at the always stunning Intercontinental Hotel in San Francisco.  Compared to previous years, the audience was not only bigger, but also more experienced and energized.  Rob […]

Posted in Business | Tagged Chief Customer Officer, Chief Marketing Officer, CIO, Cloud, Cloud Computing, Cloud options, CMO, Constellation Research, customer engagement, Customer Experience, customer experience management, customer relationship management, customer relationship management (CRM), customer service, Customer Support, CXP, disruptive, disruptive technologies, Disruptive technology, Enterprise 2.0, enterprise applications, enterprise apps, Enterprise apps strategy, enterprise class, enterprise software, enterprise strategy, event report, Intercontinental Hotel, lithium, Lithium Technologies, Lyle Fong, R "Ray" Wang;, Rob Tarkoff, rwang0, SCRM, socbiz, social business, Social Business Software, Social CRM, social customer insights, social marketing insights, social media monitoring, social service, social support, Software Vendors, user conference, user event, vendor events | 1 Response

Research Summary: Best Practices – Three Simple Software Maintenance Strategies That Can Save You Millions

Research Summary: Best Practices – Three Simple Software Maintenance Strategies That Can Save You Millions

By R "Ray" Wang on March 19, 2012

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 in Business, Featured Posts, Technology / Software | Tagged #techoptimization, 3PM, 3rd party maintenance, Apps Strategy, best practices, Bil of Rights, bill of rights, BMC, budgets, business value, business value framework, BVF, CEO, CFO, Chief Financial Officer, Chief information officer, Chief procurement officer, CIO, Cloud, Cloud Computing, Cloud options, CMO, Computer Associates, Constellation Research, Consumerization of IT, contract negotiations, contract strategy, COO, cost reduction, CRM, CTO, Customer Support, deployment options, disruptive, disruptive technologies, Disruptive technology, E-Commerce, Emerging Technologies, enterprise, Enterprise 2.0, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise architecture, Enterprise Business Apps, enterprise class, Enterprise Irregular, enterprise software, Enterprise Software Licensee Bill of Rights, enterprise strategy, Epicor, erp, ibm, Infor, Infor Global Solutions GmbH, Jive, license credits to new products, license fees, license management, license parking, license policy, license returns, lithium, maintenance, maintenance fees, microsoft, oracle, QAD, R "Ray" Wang;, Research Report, Research Summary, rimini street, rwang0, sap, SAS Institute, socbiz, social business, Social Business Software, Social CRM, Social Enterprise, social enterprise apps, social media monitoring, social support insights, socialbusiness, software as a service, software bill of rights, software contract reviews, software escrow, software licensing, software licesing and pricing, software mainteance, software maintenance, software ownership, software ownership lifecycle, software pricing, software revenue recognition rules, software trends, Spinnaker, technology budgets, Technology Optimization, Third Party Maintenance, user strategy, users, vendor strategy

Jive Comes Around, Focus on Customers

Jive Comes Around, Focus on Customers

By Jeff Nolan on March 12, 2012

Social communities are instrumental to both social media and customer support strategy Jive’s announcement this past week to focus more on Social Customer Service is further validation that customer communities are instrumental to both social media (marketing) and customer support strategy. Employee collaboration software offers an array of benefits for companies but increasingly what they […]

Posted in Business | Tagged Companies, Get Satisfaction, Jive, social business, Social CRM, social customer

What Every CMO Needs To Know About The Five C’s Of Customer Engagement

What Every CMO Needs To Know About The Five C’s Of Customer Engagement

By R "Ray" Wang on March 8, 2012

Forward And Commentary CMO’s seeking to avoid the desensitization that comes with the adoption of new media will want to quickly deploy the Five 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 in Business | Tagged Apps Strategy, B2B, B2B E-commerce, B2C, B2C E-commerce, Chief Marketing Officer, CMO, Constellation Research, CRM, customer engagement, Customer Experience, customer experience management, CXP, E-Commerce, E-commerce survey, early adoptions, Enterprise apps strategy, marketing, marketing agencies, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, Next Generation Customer Experience, NextGen, NextGenCXP, Quark Summary, Quarks, R "Ray" Wang;, Research Summary, rwang0, social analytics, social business, Social Business Software, social campaign tracking, social commerce, Social CRM, social customer insights, Social Enterprise, social enterprise apps, social event management, social marketing insights, Social Media, social media monitoring, social sales insights, social service, social support, social support insights, social technologies | 2 Responses

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

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

By R "Ray" Wang on March 2, 2012

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 in Business, Featured Posts | Tagged airlines, Arrogant CEOs, Atmosphere Research, Bruce Temkin, CEO, Constellation Research, Continental, Customer Experience, customer experience management, CXP, Failures, From First To Worst, From Worst To First, Henry Harteveldt, Jeff Smisek, Next Gen Customer Experience, R "Ray" Wang;, rwang0, social business, Social CRM, Social Enterprise, Social Media, social media monitoring, social service, social technologies, socialytics, Temkin Group, travel, United, United Airlines, United Holdings | 2 Responses

« PreviousNext »

feed mail facebook twitter linkedin

EI Tweets

My Tweets

Popular Posts

  • NetSuite Fights Hairball Epidemic with New Release and Edgy Marketing Campaign
  • Strategy, Business Model, and Who's Your Customer
  • Equinix rolls out 1MW fuel cell for Silicon Valley data center
  • Workday takes the Gloves Off?
  • Is 'marketing' ready for digital transformation?
  • Reinventing After-Sales Service In A Subscription Economy World
  • How Boards of Directors Can Prepare for Digital Transformation
  • Beyond The Three V’s of Big Data – Viscosity and Virality

Archives

Meta

  • Log in
  • Entries feed
  • Comments feed
  • WordPress.org

Authors

  • Anshu Sharma
  • Bob Warfield
  • Brian Sommer
  • Dave Kellogg
  • David Terrar
  • Denis Pombriant
  • Dion Hinchcliffe
  • Esteban Kolsky
  • Evangelos Simoudis
  • James Governor
  • Jason Corsello
  • Jason M. Lemkin
  • Louis Columbus
  • Michael Krigsman
  • Naomi Bloom
  • Paul Greenberg
  • Phil Fersht
  • R "Ray" Wang
  • Raju Vegesna
  • Ross Mayfield
  • Sameer Patel
  • Sandy Kemsley
  • Susan Scrupski
  • Thomas Otter
  • Tom Raftery
  • Vijay Vijayasankar
  • Vinnie Mirchandani
  • Zoli Erdos