Digital Transformation. The Subscription Economy. Omni-Channel Selling. Customer Centric. These are all terms used to label trends and events that are changing the way business is being conducted, a change that has accelerated due to recent events. Regardless of the terminology, there is no doubt that the way vendors and buyers are interacting, whether B2C or B2B, is different today for many organizations than it was even five years ago. But to be fair, no technology on its own can transform your business without changes to the other two key elements: people and processes. In addition, change is unlikely to happen if you are also relying on your existing ERP or CRM systems.
Why Your ERP and CRM Won’t Transform Your Business
Posted by
Stephen Hurrell on Mar 18, 2022 3:00:00 AM
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Topics: Sales, Digital Commerce, subscription management, partner management, Revenue Management
Improving the State of Analytics in Organizations
Posted by
David Menninger on Feb 24, 2022 3:00:00 AM
Despite all the advances organizations have made with respect to analytics, our most recent research shows the majority of the workforce in the majority of organizations are not using analytics and business intelligence (BI). Less than one-quarter (23%) report that one-half or more of their workforce is using analytics and BI. This is a problem. It means organizations are not enabling their workforce to perform at peak efficiency and effectiveness. It means the workforce in many organizations does not have access to the same information by which they are being measured. It means organizations must find other ways to communicate with, and manage, the workforce.
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Topics: Sales, business intelligence, embedded analytics, Analytics, Data, Sales Performance Management, Digital Technology, Digital Commerce, natural language processing, subscription management, partner management, Revenue Management, Sales Engagement, Collaborative & Conversational Computing
The 2022 Market Agenda for Office of Revenue: New Performance Priority
Posted by
Stephen Hurrell on Feb 8, 2022 3:00:00 AM
Ventana Research recently announced its 2022 Market Agenda for the Office of Revenue, continuing the guidance we have offered for nearly two decades to help organizations realize optimal value from applying technology to improve business outcomes. Chief sales and revenue officers and their associated operations teams are experts in their respective fields but may not have the guidance needed to employ technology effectively. As we look to 2022, we are focusing on the entire selling and buying life cycle and the applications that simplify and improve interactions throughout the customer experience.
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Topics: Sales, Analytics, Internet of Things, Data, Sales Performance Management, Digital Technology, Digital Commerce, Conversational Computing, AI and Machine Learning, mobile computing, subscription management, extended reality, intelligent sales, partner management, Sales Engagement
The 2022 Value Index for Agent Management Classifies and Rates Vendors
Posted by
Keith Dawson on Jan 31, 2022 3:00:00 AM
Ventana Research is sharing insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Agent Management 2022 is the distillation of a year of market and product research by Ventana Research. Drawing on our Benchmark Research, we apply a structured methodology built on evaluation categories that reflect the real-world criteria incorporated in a request for proposal to customer experience vendors supporting the spectrum of Agent Management. Using this methodology, we evaluated vendor submissions in seven categories: five relevant to the product experience ﹘ adaptability, capability, manageability, reliability and usability ﹘ and two related to the customer experience ﹘ TCO/ROI and vendor validation.
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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce
Shifts in Agent Management Software Benefit Agent Experiences
Posted by
Keith Dawson on Jan 26, 2022 3:00:00 AM
The 2022 Ventana Research Value Index for agent management software is published, offering interesting observations about how the market is advancing to provide more sophistication to agents and the management of them. The market is now characterized by applications integrated into multifunction suites, a significant change accelerated by the pandemic in the short term and vendor consolidation over a longer period. The core applications — workforce management scheduling, call recording and evaluations, and performance management — are largely commoditized. This has opened the door to systems for ensuring agent access to real-time knowledge, peer collaboration and other, more advanced systems.
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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management
