SAP just released strong preliminary quarterly and annual revenue growth, which in many ways can be attributed to a strong strategic vision around the HANA in-memory platform and strong execution throughout the organization. Akin to flying an airplane while simultaneously fixing it, SAP’s bold move to HANA may at some point see the company continuing to fly when other companies are forced to ground parts of their fleets.
Read More
Topics:
Sales,
Sales Performance,
SAP,
Supply Chain Performance,
Business Objects,
Business Objects predictive analytics,
Crystal reports,
Operational Performance,
Visi,
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
IBM,
Operational Intelligence,
Workforce Performance,
cognos insight,
SAP predictive analytics,
Sybase IQ
Human capital is most organizations’ largest investment and one of their largest differentiators against the competition. So it follows that those that take advantage of the compelling, game-changing technology now available in human capital management (HCM) will place themselves at a competitive advantage.
Read More
Topics:
Big Data,
Social Media,
HCM,
Human Capital Management,
Learning,
Office of Finance,
Social Collaboration,
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
Cloud Computing,
Information Applications,
Information Management,
Workforce Performance,
CFO,
Compensation,
finance,
HR,
Talent Management,
Workforce Management
My recent benchmark into the unified customer service agent desktop shows how critical the agent desktop is to improving agent satisfaction, meeting key customer-related metrics and enhancing the customer experience. The typical agent desktop contains multiple systems that allow agents access to multiple communication channels, business applications, messages and performance dashboards. The result is that the desktop is cluttered with systems, frustrating agents, driving up average interaction...
Read More
Topics:
Sales Performance,
Customer Experience,
Voice of the Customer,
Operational Performance,
Analytics,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Cisco,
Contact Center,
CRM,
Upstream Works,
Workforce Force Optimization
Managing the access, storage and use of data effectively can provide businesses a competitive advantage. Last year I outlined what the big deal is in big data, as the initial focus on the volume, velocity and variety of data – what my colleague Tony Cosentino calls the three V’s – is only one small piece of how organizations should evaluate this technology. The more balanced approach is to include what he calls the three W’s – the what, so what and now what, which shifts the focus to an...
Read More
Topics:
Big Data,
Master Data Management,
Predictive Analytics,
Sales Performance,
MDM,
Operational Performance,
Business Analytics,
Business Intelligence,
Business Performance,
CIO,
Cloud Computing,
Data Governance,
Data Integration,
Financial Performance,
Information Applications,
Information Management,
Location Intelligence,
Operational Intelligence,
Product Information Management
My research into the customer service agent desktop shows that most centers expect a lot of their contact center agents: more than half (59%) handle between two and five different services (such as general queries, complaints and sales) and 14 percent handle seven or more. Nearly half (49%) are expected to handle between six and 15 calls per hour, and as well as calls, the majority (75%) are expected to handle other forms of interactions, with most handling between one and five per hour. To...
Read More
Topics:
Sales Performance,
Social Media,
Customer Analytics,
Customer Experience,
Speech Analytics,
Voice of the Customer,
Operational Performance,
Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics
Did you catch all the big data analogies people used in 2012? There were many, like the refinement of oil analogy, or the spinning straw into gold analogy, and less useful but more entertaining ones, like big data is like a box of chocolates, or big data is like The Matrix (because “there’s no way Keanu Reeves learns Kung Fu in five seconds without using big data”). I tend to like the water analogy, which I’ll use here to have a little fun and to briefly describe how I see the business...
Read More
Topics:
Big Data,
Sales Performance,
Social Media,
Supply Chain Performance,
IT Performance,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Performance,
CIO,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
Governance, Risk & Compliance (GRC),
Information Applications,
Information Management,
Location Intelligence,
Operational Intelligence,
Workforce Performance,
Data
Hi; pleased to meet you! I’m tremendously excited to be joining the team here at Ventana Research, and I’m looking forward to adding my experience, observations and opinions to this team of very talented industry analysts! Let me start by telling you a little about my background, and then why a chose to come to work here and what I will be covering at Ventana Research.
Read More
Topics:
Social Media,
Human Capital Management,
Market Research,
Office of Finance,
Business Collaboration,
Business Performance,
Cloud Computing,
Information Management,
Workforce Performance,
HR,
Talent Management,
Workforce Management
At the beginning of 2012 Ventana Research predicted that six major technologies would have an impact on the provision and supply of IT systems, and that these would bring about innovation in the way organizations support their business. Each of the six – business and social collaboration, mobile, analytics, cloud computing, social media and big data – has affected how organizations engage with their customers, but I don’t believe the full impact has yet been fully realized. Indeed, in some...
Read More
Topics:
Social Media,
Customer Analytics,
Customer Experience,
Customer Feedback Management,
Social CRM,
Speech Analytics,
Voice of the Customer,
Mobile Apps,
Analytics,
Business Analytics,
Business Collaboration,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Customer Service,
Call Center,
Contact Center,
Contact Center Analytics,
CRM,
Desktop Analytics,
Text Analytics,
Unified Communications,
Workforce Force Optimization
Most organizations see improving the effectiveness of sales as a way to increase productivity. Those organizations that take advantage of the latest sales applications and technology are finding themselves with a competitive advantage, but many organizations lack the time and resources to assess and deploy appropriate platforms. That’s a shame, since most sales organizations have plenty to improve in their selling, forecasting, incentives and planning according to our latest research on sales...
Read More
Topics:
Sales,
Sales Performance,
Marketing,
PIM,
Sales Compensation,
Sales Forecasting,
Operational Performance,
Business Performance,
Financial Performance,
CPQ,
CRM,
Product Information Management,
SFA
Read More
Topics:
Mobile,
Predictive Analytics,
Real-time,
Sales Performance,
SAP,
Supply Chain Performance,
ERP,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Performance,
Cloud Computing,
Customer & Contact Center,
Financial Performance,
In-memory,
Workforce Performance,
CRM,
finance,
Social,
Business Suite,
Financial Performance Management,
HANA