Sales organizations and individuals strive to reach their quotas and get paid the maximum commissions for their performance. In support of these goals, software vendor Xactly offers a suite of applications for sales performance management that operates in the cloud computing environment. An example of its success is receiving our recent 2013 Leadership Award in sales excellence for work by its customer Zuora. This achievement builds on its 2012 Leadership Award with customer GlobalEnglish. My...
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Topics:
Sales,
Sales Performance,
Operational Performance,
Business Performance,
Customer & Contact Center,
Financial Performance,
Compensation,
Sales Performance Management
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Social CRM,
Mobile Apps,
Self-service,
Operational Performance,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Customer Service,
IBM,
Call Center,
Cognitive Computing,
Contact Center,
Contact Center Analytics,
CRM,
IBM Watson,
Text Analytics
In April Workday released version 19 of its suite of applications for human capital management (HCM), financial management and other areas. Workday’s strategy is to differentiate itself in the ERP market, specifically in competing with Oracle and SAP, by being a pure-play cloud vendor. The strategy touts specific value propositions in the system’s cost effectiveness, flexibility, and ease of use and management through its cloud computing and HR to accounting software approach. Much of the job...
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Topics:
Human Capital Management,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Workforce Performance,
HR,
Talent Management
Organizations today must manage and understand a flood of information that continues to increase in volume and turn it into competitive advantage through better decision making. To do that organizations need new tools, but more importantly, the analytical process knowledge to use them well. Our benchmark research into big data and business analytics found that skills and training are substantial obstacles to using big data (for 79%) and analytics (77%) in organizations.
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Topics:
Data Science,
Predictive Analytics,
R,
SAP,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
IBM,
Information Applications,
Operational Intelligence,
Oracle
Much is being written about the impact of social media on customer service, although my research into the agent desktop shows it hasn’t reached the fever pitch that many commentators would have us believe. It is true that the number of consumers using social media and as a consequence the volume of posts are astronomical. But I wonder how many of these posts actually have to do with customer service and how organizations filter out the relevant ones to help them decide on customer service...
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Topics:
Social Media,
Customer Analytics,
Customer Experience,
Social CRM,
Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
Unified Communications,
Social Media Analytics,
SoCoCare
At this year’s annual SAP user conference, SAPPHIRE, the technology giant showed advances in its cloud and in-memory computing efforts. It has completed the migration of its conventional application suite and portfolio of tools to operate on SAP HANA, its in-memory computing platform, and made improvements in its cloud computing environment, SAP HANA Enterprise Cloud. The last time I analyzed SAP HANA was when it won our firm’s 2012 Overall IT Technology Innovation Award. Now HANA has been...
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Topics:
Big Data,
Predictive Analytics,
SAP,
Social Media,
Supply Chain Performance,
Teradata,
Mobile Technology,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
CIO,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
Governance, Risk & Compliance (GRC),
HP,
Information Applications,
Information Management,
Workforce Performance,
CFO,
CMO,
SAP EPM,
SAP HANA,
SAP Lumira,
SAPPHIRE,
Tagetik
One of the most important ongoing challenges in human capital management is to do master data management (MDM) of core human resources information more effectively. This challenge is often most complex for large organizations that have operations spread around the globe and HR management systems in each country or each operating division. To address this issue, SumTotal Systems recently announced the release of elixHR Platform at its TotalConnection user conference. This is the latest evolution...
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Topics:
Master Data Management,
Social Media,
HCM,
Business Analytics,
Business Intelligence,
Business Performance,
Financial Performance,
Information Management,
Workforce Performance,
Workforce Analytics,
HR Management(HRMS),
SumTotal
At its recent user conference, Interactions 2013, Interactive Intelligence (Nasdqaq: ININ) showcased its extensive product portfolio and its ambitious plans to improve the products both technically and functionally. I have written more than once about the complexities of building a contact center, which is getting even more complex as companies begin to support more channels of interaction as inbound ones are distributed around the organization including sales (59%), marketing (46%) and CRM...
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Topics:
Sales Performance,
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Mobile Apps,
Self-service,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Interactive Intelligence,
Text Analytics,
Unified Communications,
Workforce Force Optimization
Microsoft has been steadily pouring money into big data and business intelligence. The company of course owns the most widely used analytical tool in the world, Microsoft Excel, which our benchmark research into Spreadsheets in the Enterprise shows is not going away soon. User resistance (cited by 56% of participants) and lack of a business case (50%) are the most common reasons that spreadsheets are not being replaced in the enterprise. The challenge is ensuring the spreadsheets are not just...
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Topics:
Big Data,
Microsoft,
Tableau,
IT Performance,
Microsoft Office,
Microsoft Powerpoint,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
CIO,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
Hortonworks,
Information Applications,
Location Intelligence,
Microsoft Excel,
azure,
HDinsights
When it comes to today’s customers, companies have to be smart if they are going to anticipate and meet new customer expectations. These days IBM talks about doing most things in “smart” ways. Recently I was briefed on IBM’s Smart Customer Analytics, but it took me quite a while to find information about it on the company’s not-so-smart website. Surprisingly since business analytics is so important to IBM current and ongoing investments and is the top ranked technology innovation priority in 39...
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Topics:
Sales Performance,
Customer Analytics,
Customer Experience,
Voice of the Customer,
Operational Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Customer Service,
IBM,
Information Applications,
Information Management,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Text Analytics