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Research Summary: Demystifying Social Business – Optimizing the Lead to Deal...
Forward And Commentary Constellation Research pioneered the complete set of front office and back office use cases for social business in 2010. This report provides insight into a key mega-area — lead...
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pretzel logic: l’acte deux
Five years ago I started this blog because I felt really strongly about an ill conceived contention in a blog post about the promise of RSS. Hours before I read that post, I had no intention or desire...
View ArticleEvent Report: The Evolution And Maturation of @Tibbr at #Tucon2013, the Tibco...
tibbr Continues To Show Momentum In Customer Adoption And Addition Of Key Enterprise Social Features On October 14th to 17th 2013, the Tibbr enterprise social crowd mingled with the core Tibco...
View ArticleCRM Watchlist 2013 Winners: Customer Service Served Hot
REPEAT ANNOUNCEMENT On Wednesday February 20, 2013 at 7:00am ET, the CRM Watchlist 2014 registration process begins. Yep, right in the middle of the 2013 reviews. Progress (and time) wait for no man...
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CRM Watchlist 2013 Winners: Three Kings – Sales, Process, Analytics
Woody Allen has this great thing he says about immortality: “I don’t want to achieve immortality through my work…I want to achieve it through not dying.” I’ve come to the conclusion that my work on...
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CRM Watchlist 2013 Winners: Social is as Social Does the Mainstream, Part 1
I was sitting here preparing to write what you see below and thinking “this has got to be the only award that vendors can win that they dread winning.” Why, you might ask, the paradigm of innocence?...
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CRM Watchlist 2013 Winners: Heading in the right direction
We are truly in the homestretch. Before I get to the Consulting groups/systems integrators – the final Watchlist 2013 post – I’m doing this Young and Hot group – the two CRM Idol 2012 winners –...
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Five Conferences 2013: SugarCRM next up
Overture Okay, this is apology #2 (or apology twice repeated). This is one of several technology conference “seasons” where they pile onto one another. Thus, as I’m writing this I’ll have been to five...
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Salesforce to acquire Exact Target: I now pronounce you ‘Marketing Cloud’
In one fell swoop, salesforce did what it had to do for a price beyond what I expected they’d ever pay — and they now can call their Marketing Cloud a marketing cloud and not be wrong. This morning,...
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Five more conferences condensed: 2013
Conference Coverage Okay, I admit it. I failed. I broke a promise. I wanted to provide individual coverage for each of the conferences that I’ve attended in the last 2 months or so, but there are so...
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Adobe acquires Neolane: It’s about time someone got smart
It’s about time. Someone should have acquired Neolane a while ago and I can say I told you so to more than one player in the Marketing Cloud universe and I will. I told you so. What Does This Mean?...
View ArticlePresentation: Getting Maximum Value from Your Customer Community Investment
The following slides are from a presentation I did on 8/20/13 at CRM Evolution conference in NYC. 2013 CRM Evolution Conference Session: Getting Maximum Value from You Customer Community Investment...
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Jumpin’ Jive…World (2013)
If I were a betting man, I’d bet that Jive has enough going now and will in the future to blow the doors off – if they do a few things that they haven’t done all that well with to date. I’m glad to...
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CRM Watchlist 2014: The Day Draws Near
Well, its that season again. Oh, wait, you thought I meant the holidays? No way! I meant the CRM Watchlist season, the one that chains me to a desk and makes me think about the companies that...
View ArticleMeeting Customer Expectations (Video)
Here’s another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I’ve written and talked about this for...
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Why customer-obsessed Amazon is our most important business force
“Lifetime achievement” — when it comes to the Oscars or some other popular awards — usually goes to someone who hasn’t won any other awards but has built up a body of work that is so substantial that...
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CRM Watchlist 2014 Winners: Upgraded to a Suite: Part I
I have to admit, this year has been insanely difficult finding categories to group companies in and except for small few, I didn’t really. But I did find some – marketing, customer engagement, of...
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Microsoft Office for iPad: One More Thought on Application Silos
As I was re-reading my post on application silos I realized I forgot to include one additional example of the current problem. Recently Microsoft released Office for iPad. Now going beyond whatever I...
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Social Business Maturity Model, The Next Generation
Way back in 2011 we published a maturity model for the adoption of social technologies and the resulting cultural and process changes that those technologies could enable. Quite a lot has happened...
View ArticleDisrupting Today’s Workplace – Part Two
(Cross-posted @ Michael Fauscette) Disrupting Today’s Workplace – Part Two is copyrighted by Michael Fauscette. If you are reading this outside your feed reader or email, you are likely witnessing...
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