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Topics:
Office of Finance,
extended close,
US-GAAP,
XBRL,
Analytics,
Business Performance,
Financial Performance,
Governance, Risk & Compliance (GRC),
CFO,
compliance,
financial reporting,
SEC,
Digital Technology
You would think that all organizations would want to maximize the value of every customer relationship, but my research over the last couple of years suggests otherwise. Three particular insights stick in my mind. My research into customer analytics shows that overall customer lifetime value ranked only sixth most important customer-related metric, compared to the highest-ranked, customer service costs, which was selected by 54 percent of respondents versus 31 percent for customer lifetime...
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Topics:
Sales Performance,
Customer Experience,
Office of Finance,
Voice of the Customer,
Operational Performance,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
CRM
IBM this week announced its pending acquisition of the Star Analytics product portfolio. Star Analytics is a privately held company that offers products designed to provide easy access to and integration with Oracle Hyperion data sources. While Star Analytics has a good product and solid references, it has lacked critical mass to support more effective sales and marketing efforts. Star Analytics’ strategic value to IBM lies in its ability to unlock data held in Oracle Essbase multidimensional...
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Topics:
Reporting,
closing,
Essbase,
Hyperion,
Analytics,
Business Analytics,
Business Performance,
Cloud Computing,
Data Integration,
Financial Performance,
IBM,
Information Management,
Oracle,
Financial Performance Management,
Star Analytics,
TM1
MicroStrategy CEO Michael Saylor has a keen sense of where things are headed. He sees mobile and social as the two drivers of a world based largely in software. Last year I covered the announcements at the MicroStrategy events in Amsterdam and the vision Saylor put forth in his keynote speech. MicroStategy World 2013 last month finds the company delving into such diverse areas as identity management, marketing services and integrated point-of-sale applications. The uniting factor is mobile...
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Topics:
MicroStrategy,
Mobile,
Sales Performance,
Social Media,
Customer Experience,
alert,
Mobile Intelligence,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Location Intelligence,
Operational Intelligence
Intradiem is a vendor that not many people have heard about, for the simple reason that it is actually Knowlagent, which recently announced a complete rebranding. The company says the new brand better reflects its product and service capabilities. Knowlagent was all about allowing companies to automatically manage how agents utilize their time in those often very short periods when they are not answering calls or carrying out other fixed tasks, such as taking a training course. The latest...
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Topics:
Sales Performance,
Customer Experience,
Social CRM,
Intradiem,
Operational Performance,
Analytics,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
CRM
Human capital analytics is an area increasingly under discussion in businesses today as the linkages between employee performance and company success become increasingly clear, as do the roles analytics can play in maximizing that success. This intensified interest in analytics coincides with major changes in the processes of hiring, engaging, retaining and optimizing talent in the enterprise. It also reflects the impact of technology innovations such as cloud computing, the business use of...
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Topics:
HCM,
Human Capital Management,
Business Analytics,
Business Intelligence,
Cloud Computing,
Information Management,
Workforce Performance,
HR
The electronic spreadsheet is among the top five most important advances in business management to come along in the last hundred years. It revolutionized almost all aspects of running an organization. It was the original “killer app” that made it necessary for people to go out and buy a personal computer. Yet our recent benchmark research project Spreadsheet Use in Today’s Enterprise confirmed advice we have been giving for the past decade: Spreadsheets are a fabulous tool but they have...
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Topics:
Office of Finance,
Reporting,
enterprise spreadsheet,
Analytics,
Business Analytics,
Business Performance,
Financial Performance,
Visualization,
Risk,
benchmark,
Financial Performance Management
OnviSource is best known for its OnviCenter Product Suite, which includes what is commonly referred to as workforce optimization (recording, quality, monitoring, workforce management, analytics) plus a telephony platform that includes a soft, IP-based PBX, IVR and call routing. It is available on-premises or through the company’s cloud-based option, OnviCloud. Recently OnviSource added a further option, OnviLink, and announced enhancements to OnviTel, its telephony platform.
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Topics:
Sales Performance,
Customer Analytics,
Customer Experience,
Speech Analytics,
Operational Performance,
Analytics,
Cloud Computing,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
OnviSource,
Workforce Force Optimization
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Topics:
Sales Performance,
Social Media,
Supply Chain Performance,
Human Capital Management,
Kenexa,
Learning,
Performance,
Recruiting,
Smarter Analytics,
Smarter Workforce,
Social Business,
Social Collaboration,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
IBM,
Workforce Performance,
Compensation
NewVoiceMedia recently announced it has raised $20 million of investment funds to aid its expansion overseas, including offices in North America. The company was founded in the UK in 2000 and originally offered telephony and call management in the cloud. It now has a close partnership with Salesforce.com, which has allowed it to expand into a multichannel contact center in the cloud. During the last 12 years it has achieved considerable success, both financially and in acquiring prestigious...
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Topics:
Salesforce.com,
Social Media,
Customer Analytics,
Customer Experience,
Social CRM,
Mobile Apps,
NewVoicemedia,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM