Ventana Research Analyst Perspectives

NICE Systems was one of the first vendors I started to cover when I joined Ventana Research more than 11 years ago. Back then it was a pure-play vendor of workforce optimization (WFO) systems and was creating a portfolio of products by developing its own systems and acquiring niche vendors of call recording, quality management, workforce management, performance management and analytics. Over the years its portfolio has grown with new features, improved integration between the component parts,...

The relevance of marketing to an organization depends on planning and performance measured against it. In writing about marketing management I have observed the marketing mayhem that can occur but also have noted that organizations that take marketing performance management seriously are in better position to assess their efforts in relation to goals and outcomes. I have a little experience in having been a CMO and VP Marketing in my career and know how frantic it can be to managing marketing....

Cloud-based computing has become widespread, particularly in line-of-business applications from vendors such as Salesforce and SuccessFactors. Our benchmark research also suggests a rise in the acceptance of cloud-based analytics.  We’ve seen the emergence and growth of cloud-only analytics vendors such as Domo and GoodData as well as cloud-based delivery by nearly all the on-premises analytics vendors. Almost half (48%) of organizations in our benchmark research on data and analytics in the...

I have been involved in the contact center industry for more than 25 years and often see organizations that are slow in keeping up with consumers’ expectations; many of them seem reluctant to change, regardless of the need to do so. For example, agents of my cell phone operator ask the same four questions at the start of a call as they did 30 years ago; my bank supports several channels of communication, but it doesn’t provide the same information on all channels; and a well-known airline...

Information technology enables a data-driven management style that was not feasible until powerful, affordable computers became generally available. There’s no bright line marking when this became possible; the process is ongoing. People were using financial analytics long before ENIAC, the first general-purpose computer, appeared, but the metrics available were not especially timely, broadly applicable to day-to-day situations or comprehensive enough to inform most management decision-making....

For some people in sales and marketing who struggle to meet their quarterly targets, the blockbuster announcement that Microsoft will buy LinkedIn for US$26.2 billion may seem like a midyear holiday present: a digital business Rolodex filled with new global connections that can make the task of generating revenue dramatically easier. Problem is, sales leaders and revenue-focused marketers worth their weight already know everything there is to know about their target audience, and they’re taking...

Managing marketing performance is anything but simple. It requires establishing a unified approach to assess the outcomes of initiatives and projects and compare results with investments in marketing people and campaigns. In general, while performance management has been conducted effectively at the corporate levels, it has been a challenge for most lines of business, marketing departments included.

If you’re a sales or marketing executive or manager, your window of business opportunity is closing rapidly. In fact it started closing the day you began your job. Time is not on your side – and your career may well hang in the balance. I want to help you shift that balance to your advantage.

Organizations in all industries face various difficulties in managing product information. The most serious is providing complete, engaging information to consumers and customers on the internet. Newly developed products, mergers and acquisitions, changes to pricing and promotions in online commerce spur business growth, but these factors also increase the amount and complexity of product-related data and content. In addition the digital economy offers a new generation of services that are sold...

I have been meaning to write about Salesforce since its Dreamforce 2015 conference. Salesforce provides a platform, tools and applications for business and IT who claims to be the ‘no software’ company which as you will read is exactly what happened on May 10^th. Heck, Salesforce is making a lot of advances on its platform, its applications and even with Analytics and the Internet of Things. These changes are at the center of what at our analyst firm calls digital business innovation. Much of...