Ventana Research Analyst Perspectives

FinancialForce Sharpens Customer Focus in Services Businesses

Posted by Robert Kugel on Jan 31, 2023 3:00:00 AM

FinancialForce offers cloud-based ERP and professional services automation (PSA) software. The company targets midsize and larger services companies, especially those that provide professional services (such as consultants or field service organizations) as well as those that offer subscription-based or recurring revenue services and products. FinancialForce’s key point of differentiation is that it is built natively on the Salesforce platform, ensuring that CRM data is already located on the same platform as accounting and back-office data so organizations can orchestrate end-to-end, front-office to back-office processes without having to integrate different systems.

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Topics: Office of Finance, Business Planning, Digital Commerce, ERP and Continuous Accounting, Subscription Management, digital finance, Revenue, Lease and Tax Accounting

The 2023 Value Index for Customer Experience Management: Vendor and Product Ratings

Posted by Keith Dawson on Jan 25, 2023 3:15:00 AM

I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The 2023 Ventana Research Value Index: Customer Experience Management 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 derived from RFP responses submitted by customer experience (CX) vendors. These categories reflect the real-world criteria required by organizations for CX software procurement. 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, Subscription Management, agent management

All-Inclusive CX Suites Reveal the Big Picture to Optimize CX Management

Posted by Keith Dawson on Jan 19, 2023 3:00:00 AM

Having just completed the 2023 Ventana Research Value Index for Customer Experience Management, I want to share some of my observations about how the market has developed. We found that there are many tools available for various needs related to customer management and communication, ranging from marketing tools to contact center systems to data and analytics applications. It is rare to find all the components fully integrated into a single platform, although that appears to be where the industry is headed. We found that despite the lack of clarity in the marketplace, technology is moving quickly to provide users with more extensive tools that work better together. The vendor landscape is fractured, but most are taking advantage of developments in artificial intelligence (AI), machine learning (ML) and workflow automation to deliver functionality that, in some cases, was simply not possible as recently as five years ago.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

The Revolution in Revenue in 2023: Ventana Research Market Agenda

Posted by Stephen Hurrell on Jan 13, 2023 3:00:00 AM

Ventana Research recently announced its 2023 research agenda for the Office of Revenue, continuing the guidance we’ve offered for nearly two decades to help organizations realize their optimal value from applying technology to improve business outcomes. Chief Sales and Revenue Officers face an imperative to manage their sales and revenue organizations, but they don’t always have the guidance they need to embrace technology to achieve the best possible outcomes. As we look forward to 2023, we are focusing on the entire selling and buying journey, and in addition focusing on those activities that ensure renewal and expansion as well as newer digital engagement and selling channels. We are looking at applications that simplify processes and tasks across the customer experience, from beginning to end.

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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

Straight-Through Processing Reduces Friction and Builds Trust

Posted by Robert Kugel on Sep 9, 2022 3:00:00 AM

General Omar Bradley is credited with saying, “Amateurs study strategy, professionals study logistics.” This is a battlefield commander’s perspective on the often-overlooked importance of mastering the nitty-gritty in achieving military objectives. I think the same is true when it comes to data in business computing because, in my experience, it is often an overlooked or secondary consideration.

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Topics: Office of Finance, Digital Commerce, ERP and Continuous Accounting, digital finance

B2B Digital Commerce: The Good, Bad and Needed

Posted by Stephen Hurrell on Sep 8, 2022 9:15:00 AM

You would be forgiven for thinking that no one buys anything in person any more given the pages of digital ink spilled over the rise of digital commerce led by the rise and rise of Amazon. However, one quick errand run on a Saturday morning would easily give lie to this, as parking lots are full, not just at grocery stores but for everyday retail as well as big box stores. Likewise, in business-to-business (B2B) commerce, despite the advertised demise, person-to-person sales are still a major part of B2B purchases.

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Topics: Digital Commerce, Subscription Management, Revenue Management, Office of Revenue

Salesforce Commerce Cloud Targets the Segment of One

Posted by Stephen Hurrell on Jul 20, 2022 3:00:00 AM

There are more digital channels in the commerce space than ever before: the web, mobile apps, text, voice-activated “agents,” video and social channels. Conversational computing and hyper-personalization are transforming customer engagement, and organizations may need to undergo a digital platform renovation to optimize customer and product experiences or risk lagging behind competitors. B2B selling and buying are increasingly using methods similar to B2C digital approaches to mirror the digital commerce experience that has grown substantially within the last few years. Salesforce Commerce Cloud is one of the platforms utilizing this approach.

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Topics: Digital Commerce, Office of Revenue

Why Your ERP and CRM Won’t Transform Your Business

Posted by Stephen Hurrell on Mar 18, 2022 3:00:00 AM

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.

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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

Configure, Price and Quote Software Supports Profitability Management

Posted by Robert Kugel on Jan 7, 2022 3:00:00 AM

Pricing is an issue that almost every for-profit company confronts – and usually agonizes over. Chief financial officers must play a part in setting the strategic direction of pricing in their organization. They should not be involved in tactical pricing decisions because they are not close enough to markets and customers, but they should be part of the strategic design of pricing, especially as part of a profitability management effort, which I’ve discussed before.

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Topics: Office of Finance, Analytics, Financial Performance Management, Digital Commerce, Digital Business, Revenue Management, Sales Engagement

Revenue and Commercial Operations: The Difference Matters

Posted by Stephen Hurrell on Nov 18, 2021 3:00:00 AM

The emergence of the Chief Revenue Officer (CRO) has mirrored the adoption of the subscription model and the development of multiple selling and buying channels over and above the traditional direct sales model, referred to as Revenue Management. Supporting the traditional sales team and management was the sales operations team with responsibilities around incentive compensation, territory and quota planning, sales metrics and reporting and sales forecasting as well as sales engagement and enablement tools and applications. Aligned with this functional area under the CRO is another set of roles and functions called revenue operations or RevOps.

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Topics: Sales, Customer Experience, Analytics, Sales Performance Management, Digital Commerce, Subscription Management, partner management, Revenue Management, Sales Engagement

BillingPlatform Bolsters the Rise of Subscription Services

Posted by Stephen Hurrell on Sep 22, 2021 3:00:00 AM

Subscription management and billing services help organizations offer unique benefits and enhance delivery to customers. By making services more personalized, organizations can acquire – and retain – more customers.

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Topics: Sales, Office of Finance, Continuous Planning, embedded analytics, Analytics, Business Intelligence, Business Planning, Product Information Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, natural language processing, AI and Machine Learning, revenue and lease accounting, continuous supply chain, Subscription Management, partner management, digital finance, Process Mining, Streaming Analytics, supplier relationship management

Zuora Earns Office of Finance Digital Innovation Award for 2021

Posted by Robert Kugel on Aug 19, 2021 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

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Topics: Sales, Office of Finance, Digital Commerce, ERP and Continuous Accounting, Subscription Management

CommerceIQ Earns Office of Sales Digital Innovation Award for 2021

Posted by Stephen Hurrell on Aug 17, 2021 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

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Topics: Sales, Analytics, Product Information Management, Digital Commerce, AI and Machine Learning

Innovit Named a Vendor with Merit in the 2021 PIM Value Index

Posted by Mark Smith on Aug 17, 2021 3:00:00 AM

We are happy to share some insights about Innovit MDM drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales

Viamedici Named a Vendor with Merit in the 2021 PIM Value Index

Posted by Mark Smith on Aug 13, 2021 3:00:00 AM

We are happy to share some insights about Viamedici EPIM drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

Reltio Earns Marketing Digital Innovation Award for 2021

Posted by Keith Dawson on Aug 12, 2021 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

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Topics: Voice of the Customer, Collaboration, Data Governance, Data Preparation, Information Management, Data, Product Information Management, Digital Marketing, Digital Commerce, blockchain, data lakes, intelligent marketing

Contentserv is a Vendor with Merit in the 2021 PIM Value Index

Posted by Mark Smith on Aug 11, 2021 3:00:00 AM

We are happy to share some insights about Contentserv CS drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

Field Service Transformation for CX Differentiation

Posted by Keith Dawson on Aug 10, 2021 3:00:00 AM

Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. The customer experience is directly affected by the timeliness, speed and accuracy of on-site work. Consequences of poor performance can hurt revenue, particularly in B2B situations where failures may cause expensive shutdowns or delays in conducting business.

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Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

Perfion Named a Vendor with Merit in the 2021 PIM Value Index

Posted by Mark Smith on Aug 9, 2021 3:00:00 AM

We are happy to share some insights about Perfion drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

ServiceNow Earns Customer Experience Digital Innovation Award for 2021

Posted by Keith Dawson on Aug 6, 2021 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

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Topics: Customer Experience, Voice of the Customer, Product Information Management, Digital Commerce, Subscription Management, agent management

Winshuttle is a Vendor with Merit in the 2021 PIM Value Index

Posted by Mark Smith on Aug 6, 2021 3:00:00 AM

We are happy to share some insights about Winshuttle EnterWorks drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

Palantir Earns Overall Digital Innovation Award for 2021

Posted by Mark Smith on Aug 4, 2021 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

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Topics: Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Continuous Planning, embedded analytics, Learning Management, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Business Planning, Contact Center, Data, Product Information Management, Sales Performance Management, Workforce Management, Financial Performance Management, Price and Revenue Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, Revenue, blockchain, natural language processing, data lakes, Total Compensation Management, robotic finance, Predictive Planning, employee experience, candidate engagement, Conversational Computing, Continuous Payroll, AI and Machine Learning, collaborative computing, mobile computing, continuous supply chain, Subscription Management, agent management, extended reality, intelligent marketing, sales enablement, work experience management, lease and tax accounting, robotic automation

Riversand is Exemplary and a Leader in the 2021 PIM Value Index

Posted by Mark Smith on Jul 21, 2021 3:00:00 AM

We are happy to share some insights about Riversand PX 360 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

Are DXPs Really Needed in a CX World?

Posted by Keith Dawson on Jul 20, 2021 3:00:00 AM

Customer experience (CX) tools are going through a transition, from piecemeal applications designed to solve narrowly defined problems, to broader suites with integrated functionality. This is occurring along multiple fronts in CX. Software for managing inbound interactions and customer issues is being gathered into CX suites sometimes described as Customer Experience Management (CEM). On the marketing side, the phenomenon is seen in the creation of Digital Experience Platforms (DXPs).

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Topics: Customer Experience, Marketing, Voice of the Customer, Product Information Management, Digital Marketing, Digital Commerce, intelligent marketing, Conversational Marketing

ServiceNow Brings Customer Workflows with Automation and Intelligence

Posted by Keith Dawson on Jul 20, 2021 3:00:00 AM

Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workflows and automation. Vendors, like ServiceNow, have been innovative in developing new technologies for managing self-service and field service, and providing agents with contextually relevant information during interactions. The new technologies brought to bear on this include artificial intelligence (AI) for knowledge search and delivery; agent assist and guidance tools; and SMS-centric customer messaging.

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Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, AI and Machine Learning, Subscription Management, agent management

Magnitude is Exemplary in the 2021 PIM Value Index

Posted by Mark Smith on Jul 19, 2021 3:00:00 AM

We are happy to share some insights about Magnitude Agility PIM drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

Salsify is Exemplary and a Leader in the 2021 PIM Value Index

Posted by Mark Smith on Jul 15, 2021 3:00:00 AM

We are happy to share some insights about Salsify ProductXM drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

CX Suites Focus on Managing Customer Experiences

Posted by Keith Dawson on Jul 14, 2021 3:00:00 AM

When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle. In the past, how we spoke about customers was largely determined by the limited view of what transpired during short, contact center interactions. Customer experience (CX) evolved as a way to incorporate more facets of behavior into an assessment of the customer’s ultimate value and intent than is possible by looking only at an isolated interaction.

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Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, Digital Commerce, Subscription Management, agent management, intelligent marketing, Conversational Marketing

Pimcore Named Exemplary and Overall Leader in 2021 PIM Value Index

Posted by Mark Smith on Jul 13, 2021 3:00:00 AM

We are happy to share some insights about Pimcore Platform drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

Akeneo Rated Exemplary Leader in the 2021 PIM Value Index

Posted by Mark Smith on Jul 12, 2021 3:00:00 AM

We are happy to share some insights about Akeneo Serenity drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

Informatica is Exemplary and Leader in the 2021 PIM Value Index

Posted by Mark Smith on Jul 9, 2021 3:00:00 AM

We are happy to share some insights about Informatica's Product 360 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations

The 2021 Product Information Management Value Index: 16 Vendors to Assess and Select

Posted by Mark Smith on Jun 17, 2021 3:00:00 AM

I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Product Information Management 2021 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 product information management software vendors supporting the spectrum of business intelligence. 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 ﹘ Total Cost of Ownership/Return on Investment and Vendor Validation.

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Topics: Sales, Marketing, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning

Reinventing Product Experiences Through Product Information Management

Posted by Mark Smith on Jun 15, 2021 3:00:00 AM

Having just completed the 2021 Ventana Research Value Index for Product Information Management, I want to share some of my observations about how the market and category have advanced since our first examination over 15 years ago.

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Topics: Marketing, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales

Revenue Performance Management: Leadership and Operations for Optimal Outcomes

Posted by Stephen Hurrell on Jun 14, 2021 3:00:00 AM

As laid out in my recent Analyst Perspective, Revenue Management: The Opportunity for Innovation and Optimization, revenue management is a new way look at generating and managing the top line. It unifies multiple sources: the traditional focus on new customers to existing customers as well as all types of revenue from new, additional channels. This could include customer retention, upsell and cross sell, in addition to other selling channels such as through partners or digital sales channels like e-commerce and subscriptions.

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Topics: Sales, Analytics, Sales Performance Management (SPM), Price and Revenue Management, Digital Commerce, AI and Machine Learning, Subscription Management

The Value Index for Contact Center in the Cloud: Classification and Rating of 14 Vendors

Posted by Keith Dawson on Jun 10, 2021 3:00:00 AM

I am happy to share insights gleaned from our latest Value Index research, an assessment of how well vendors’ offerings meet buyers’ requirements. The Ventana Research Value Index: Contact Center in the Cloud 2021 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 cloud contact center vendors. 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. I encourage you to learn more about our Value Index and its effectiveness as a vendor selection and RFI/RFP tool.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

The Market for Contact Center in the Cloud Software

Posted by Keith Dawson on Jun 9, 2021 3:00:00 AM

Having just completed the 2021 Ventana Research Value Index for Contact Center in the Cloud, I want to share some of my observations about how the market has advanced since our assessment three years ago. The trend towards cloud deployment for contact center infrastructure has accelerated, partly (but not exclusively) due to the urgency of the 2020 pandemic. CCaaS has been generally accepted as a safe, reliable alternative to premises-based ACDs that also has benefits in cost-control, scalability and rapid technical innovation. There is a consensus within the industry that CCaaS will soon become the dominant deployment mode, with premises tools reserved for niche applications. Vendors report that the majority of their new customers are cloud-focused.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

Subscription Pricing Changing for Sustained Customer Growth

Posted by Stephen Hurrell on May 20, 2021 3:00:00 AM

Subscription pricing models are no longer new. Many companies have experience with this pricing model even if there has not been complete adoption across their entire product and service offerings. Companies that use this model, or have spent time looking at the approach, understand the approach of a recurring revenue stream based on a repeating flat fee.

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Topics: Performance Management, Sales, Customer Experience, Marketing, Office of Finance, Financial Performance Management, Price and Revenue Management, Digital Commerce, Predictive Planning, Subscription Management

Zoho Builds a CX Suite Inside Zoho One

Posted by Keith Dawson on May 11, 2021 3:00:00 AM

There are many software components that facilitate contact center operations. Historically, the industry has relied, in part, on niche or best-of-breed applications but this is shifting in favor of broadly integrated suites or ecosystems. When we look at CX trends beyond the contact center, the shift is even more pronounced, with the bundling/collection of applications from martech to CRM-incorporating software that were formerly/previously purchased separately.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management, marketing sales

Avaya: Adapting and Focused on CX, CCaaS Success

Posted by Keith Dawson on Apr 22, 2021 3:00:00 AM

Business phone systems and contact center platforms received renewed attention in 2020 as organizations acquired tools for agents working from home. That put the spotlight on vendors, like Avaya, that have feet in both worlds. Since both forms of communications technology are well-suited to the cloud, Avaya has developed its Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) portfolios in parallel. The effort has borne fruit, with significant product enhancements notched recently. Ventana Research asserts that by 2023, one-quarter of organizations will to UCaaS and CCaaS technologies to collaborate in the enterprise and with customers more effectively.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

The Experience of Digital Commerce

Posted by Stephen Hurrell on Apr 9, 2021 3:00:00 AM

Digital commerce affects almost everyone’s lives. It is hard to remember a time when one could not sign on to a website like Amazon, order a product, pay for it and have it delivered to your front door within days, not weeks. Although catalogues have been around for a century or so, the digital-commerce revolution has changed the way we think about shopping for many of our everyday and special occasion products. Extend this to digital services, such as streaming videos or online games, and there is barely a sector that has not been touched by digital commerce. And, for organizations, it is an essential component of their revenue-management efforts that enables the digital transformation and monetization of goods and services.

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Topics: Sales, Customer Experience, Analytics, Business Intelligence, Product Information Management, Price and Revenue Management, Digital Commerce, AI and Machine Learning

Revenue Management: The Opportunity for Innovation and Optimization

Posted by Stephen Hurrell on Mar 15, 2021 3:00:00 AM

With modern enterprises adopting and expanding their digital business with subscription and usage business, organizations need to think beyond the primacy of sales as their source of business success. A sustained customer experience is key, representing an organizational and cultural shift from the traditional emphasis on new sales to an equally important focus on customer retention and upsell/cross-sell opportunities. This mindset is also important to organizations involved in digital commerce where the cost of customer acquisition and narrow margins means retaining customers for repeat purchases, which is vital to a sustainable business.

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Topics: Sales, Marketing, Analytics, Product Information Management, Sales Performance Management, Financial Performance Management, Price and Revenue Management, Digital Commerce, Subscription Management

SAP Service Cloud Bridges the Contact Center and the Back Office

Posted by Keith Dawson on Mar 4, 2021 3:00:00 AM

The contact center is still, for most businesses, where customer experience is designed, delivered and measured. And as we might expect, customer experience (CX) tools are migrating from where they started point solutions based on narrow functions into broader suites that encompass multi-departmental functions and reach across customer journeys. The goal is to provide more consistency across interactions, and to provide organizations with deeper insights into customer behavior along with control over the various moments of influence that occur along the lifecycle.

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Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Digital Commerce, Enterprise Resource Planning, agent management

The 2021 Market Agenda for Office of Sales: The Revolution for Revenue

Posted by Stephen Hurrell on Feb 25, 2021 12:30:00 AM

Ventana Research recently announced its 2021 research agenda for the Office of Sales, continuing the guidance we’ve offered for nearly two decades to help organizations realize optimal value from applying technology to improve business outcomes. Chief sales and revenue officers are experts in their respective fields but may not have the guidance needed to employ technology effectively. As we look to 2021, we are focusing on the entire selling and buying journey and the applications that simplify interactions throughout the customer experience.

Read More

Topics: Sales, Analytics, Financial Performance, Internet of Things, Data, Sales Performance Management, Digital Technology, Digital Commerce, AI and Machine Learning, mobile computing, Subscription Management, extended reality, intelligent sales, partner management, Office of Sales, Machine Conversational Computing, Sales Engagement

The 2021 Market Agenda for Customer Experience: Achieving Excellence in Engagement

Posted by Keith Dawson on Feb 24, 2021 3:30:00 AM

Ventana Research recently announced its 2021 market agenda in the expertise area of Customer Experience. Most organizations have some degree of focus on managing how they interact with their customers, but it is often a disjointed and constrained process. Developing an effective customer experience has become an investment priority in recent years as organizations increasingly recognize the importance of good experiences to profitability, customer longevity and advocacy on behalf of brands.

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Topics: Sales, Customer Experience, Marketing, Voice of the Customer, Analytics, Customer Service, Contact Center, Workforce Management, Digital Marketing, Digital Commerce, AI and Machine Learning, agent management, Customer Experience Management, Field Service

Teradata Vantage CX: The Real Customer Data Platform

Posted by Keith Dawson on Dec 8, 2020 3:00:00 AM

Teradata is not a name that is commonly associated with the customer experience marketplace, but that is likely to change as customer experience (CX) practitioners wrestle with the problems created by the multiple streams of data thrown off by the many applications and customer touchpoints they have to manage. Teradata’s Vantage CX is a tool for ingesting and managing customer information at great scale, combining the functions of a modern CDP with the analytics that makes customer data actionable.

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Topics: Customer Experience, Marketing, Analytics, Business Intelligence, Contact Center, Data, Digital Marketing, Digital Commerce, AI and Machine Learning, intelligent marketing

Profitability Management is a CFO Imperative

Posted by Robert Kugel on Nov 27, 2020 3:00:00 AM

One of the oddities of corporate management is that, as a rule, nobody oversees managing profitability. CEOs are accountable for meeting company-wide financial targets and assign responsibility for achieving profitability levels to business unit owners across and down an organization. Sales quotas designed to achieve revenue goals are put in place, and budget owners have cost and margin objectives. But setting profitability objectives is not the same as managing profitability.

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Topics: Office of Finance, Sales Performance Management (SPM), Financial Performance Management, Price and Revenue Management, Digital Commerce, Predictive Planning, Subscription Management

Trends in Contact Center Market for 2020 and Beyond

Posted by Keith Dawson on Oct 22, 2020 3:00:00 AM

This has been a dramatic year for contact centers. The underlying technology has been changing for some time, but that change is now accelerating because of the urgent operational shifts forced by the pandemic. When you can’t gather dozens or hundreds of people into a single, open-plan site, you must look at alternative models for staffing and interaction handling. You must also work harder to create positive customer experiences across multiple contact channels.

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Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, AI and Machine Learning, Subscription Management, agent management

Reltio Connected Customer 360 earns our 13th Digital Innovation Award for Marketing

Posted by Mark Smith on Oct 21, 2020 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.

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Topics: Customer Experience, Marketing, Digital Marketing, Digital Commerce

Talkdesk: CX Cloud earns our 13th Digital Innovation Award for Customer Experience

Posted by Mark Smith on Oct 13, 2020 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy innovations in technology that advance business and IT.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Digital Technology, Digital Commerce, Conversational Computing, collaborative computing, agent management

8x8: Open Communications Platform earns our 13th Digital Innovation Award for Digital Technology

Posted by Mark Smith on Oct 9, 2020 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.

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Topics: Customer Experience, Human Capital Management, Marketing, Analytics, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, Operations & Supply Chain, blockchain, employee experience, candidate engagement, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, agent management, extended reality, business digital commerce, work experience management

Why I Joined Ventana Research

Posted by Keith Dawson on Oct 1, 2020 3:00:00 AM

It’s very exciting to embark on a new chapter of one’s career, so I am thrilled to be joining Ventana Research to lead the practice of expertise in customer experience (CX). Some who know me might remember that I’ve been in this industry since a much younger version of me edited Call Center Magazine in the 1990s and 2000s. Others might have crossed paths in my role at several industry analyst firms. I’ve been around for quite a while, invigorate and help CX emerge as a competitive differentiator in the industry, watching successive waves of technological and operational changes wash over this industry. So what’s special about this moment, for the CX industry, for Ventana Research and for myself?

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Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

Zuora and Subscription Management: Suite and Platform to Address Digital Business

Posted by Stephen Hurrell on Sep 28, 2020 3:00:00 AM

The last decade has seen exponential growth amongst subscription-based business models. Pioneered in the B2C market with cloud-based SaaS offerings, the last decade has seen exponential growth in the share of the economy that is now subscription based. Increasingly, this modern business model is permeating throughout more traditional style industries and companies. But regardless of whether a company is natively subscription based, or is transitioning, maintaining this growth requires organizations to foster long-term relationships with customers and deliver products and services that get better over time.

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Topics: Sales, Customer Experience, Office of Finance, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Internet of Things, Contact Center, Product Information Management, Price and Revenue Management, Digital Commerce, Enterprise Resource Planning, ERP and Continuous Accounting, natural language processing, robotic finance, AI and Machine Learning, revenue and lease accounting, Subscription Management, agent management, intelligent sales, sales enablement

Subscription and Usage Management Technology Needs for the Modern Economy

Posted by Stephen Hurrell on Sep 11, 2020 3:00:00 AM

Subscription-based business models have seen exponential growth over the last decade. The growth of this recurring revenue business model, where a subscriber commits to repeatedly pay for a good or device for a fixed or indefinite timeline, has been caused by the shift from the one-time selling of physical products to selling digital services on a subscription basis. The first phase of this transformation was led by “digitally native” organizations, typically B2C, that have only ever offered services via subscription. Although a large market in its own right, it is still dwarfed by businesses selling physical products. But this market is also changing, as more and more traditional organizations transition some or all of their revenue to the subscription economy. Ventana Research asserts that through 2023, fewer than half of organizations will have the correct technology in place to support such a transition. This Analyst Perspective looks at some of the key implications of this transition and what it means for technology choices as companies move toward a subscription management approach to overseeing the subscribers and usage of their products and services.

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Topics: Sales, Customer Experience, Office of Finance, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Internet of Things, Contact Center, Product Information Management, Price and Revenue Management, Digital Commerce, Enterprise Resource Planning, ERP and Continuous Accounting, natural language processing, robotic finance, AI and Machine Learning, revenue and lease accounting, Subscription Management, agent management, intelligent sales, sales enablement

OneStream Wins Our Innovation Award in Office of Finance with Analytic Blend

Posted by Robert Kugel on Aug 13, 2020 3:00:00 AM

One of the challenges of being a practically minded technology analyst is squaring the importance of “the next big thing” with the reality of what most organizations are doing. For decades it’s been the case that “the next big thing” in the world of information technology is easily several years ahead of where most organizations are in their use of technology. And before most organizations can realize the benefit of some whiz-bang technology, they frequently need to address a range of more mundane issues, such as data availability and accuracy, employee training and corporate culture, among other impediments. Sometimes, though, advanced technology works to uncomplicate things for organizations.

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Topics: Human Capital Management, Marketing, Office of Finance, Analytics, Business Intelligence, Sales Performance Management, Financial Performance Management, Price and Revenue Management, Digital Marketing, Work and Resource Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, Predictive Planning, AI and Machine Learning, revenue and lease accounting, Subscription Management, intelligent sales

The Business Continuity Imperative: The Voice and Mission of Your Customer Experience

Posted by Mark Smith on May 3, 2020 3:00:00 AM

Supercharging the customer experience (CX) is more than just an opportunity. It’s essential for every organization that looks to optimize engagement at every moment of the customer journey. In times such as these, when business continuity is a top priority, organizations must address the customer experience, especially if it has not been a focal point of the executive team.

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Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, Operations & Supply Chain, Intelligent CX, Conversational Computing

Embrace Your Customers and Buyers with Digital Value

Posted by Mark Smith on Apr 2, 2020 3:11:58 PM

I would like to share some of my thoughts on COVID-19 and the challenges organizations are facing as they strive for business continuity and digital engagement with customers and buyers. As the global and US numbers get worse by the day, the pandemic is impacting life as we knew it and also leaves people (many in new forms of isolation) yearning for a bit of normalcy during these strange times.

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Topics: Sales, Marketing, Digital Technology, Digital Marketing, Digital Commerce

Workday Does Source-to-Pay

Posted by Robert Kugel on Mar 19, 2020 12:15:00 PM

In late February I attended Spark, the Scout annual user group meeting. This was the third and likely the last such meeting, as Scout was recently acquired by Workday. Scout’s users represent a new breed of purchasing managers and executives looking to change the role of the purchasing department. This change is critical for businesses. Saving money is the essential job of sourcing and purchasing departments. But departments can go far beyond that, helping support product and go-to-market strategies that are more complex and innovative. To empower this change, the bulk of conference content included experience-driven advice from practitioners who are pioneering the evolution of sourcing and procurement.

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Topics: Office of Finance, Financial Performance Management, Digital Technology, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, purchasing, procurement, sourcing

The Potential of Marketing in 2020: Ventana Research Agenda

Posted by Mark Smith on Feb 27, 2020 6:00:00 AM

Ventana Research recently announced its 2020 research agenda for marketing, continuing the guidance we’ve offered for nearly two decades to help organizations derive optimal value from business technology and improve outcomes. Chief Marketing Officers are under pressure to spearhead technology investments that help better align marketing experiences with their brand and to optimize consumer demand for products and services. This challenge is frequently heightened by a lack of centralized data related to customers and products that can help an organization meet operational and analytics needs. Organizations need a marketing data platform that connects applications and services; however, a lack of data science skills has hampered the marketing organization’s full potential.

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Topics: Marketing, Voice of the Customer, Product Information Management, Digital Marketing, Digital Commerce, intelligent marketing

The Revolution in Sales in 2020: Ventana Research Agenda

Posted by Mark Smith on Feb 25, 2020 6:00:00 AM

Ventana Research recently announced its 2020 research agenda for sales, continuing the guidance we’ve offered for nearly two decades to help organizations derive optimal value from business technology and improve outcomes. Chief sales and revenue officers face an imperative to manage the sales organization but they don’t always have the guidance they need to embrace technology and gain the best possible outcomes. As we look forward to 2020 we’re focusing on the selling experience and the applications that simplify processes and tasks across the sales organization.

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Topics: Sales, Product Information Management, Sales Performance Management, Digital Commerce

Blockchains Pose Problems of Persistence and Trust

Posted by Robert Kugel on Jan 15, 2020 6:00:00 AM

I’ve written before about blockchain’s significant potential. A lot of the current discussion on the topic centers on cryptocurrencies and financial trading platforms, both of which are already in operation. However, my focus is on its applicability to business generally, especially in B2B commerce, where I believe there is significant potential for it to serve as a universal data connector. There’s also a great deal of potential for blockchain to provide individuals with greater power in managing their identity and greasing the wheels of trade. That noted, those designing and planning to implement commerce-related blockchains must address fundamental issues if blockchain technology is to achieve its potential.

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Topics: Sales, Human Capital Management, business intelligence, Collaboration, Internet of Things, Data, Product Information Management, Digital Commerce, Enterprise Resource Planning, blockchain, candidate engagement, collaborative computing, continuous supply chain

Incentive Solutions Shows Potential in Sales Performance Management

Posted by Mark Smith on Dec 20, 2019 7:00:00 AM

Here are some insights on Incentive Solutions drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Incentive Solutions and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

NICE is a Leader in Reliability for Sales Performance Management

Posted by Mark Smith on Dec 18, 2019 7:00:00 AM

Here are some insights on NICE drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated NICE and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Mobile Technology, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, Subscription Management, agent management, intelligent sales

SAP Provides Mature and Balanced Sales Performance Management Offering

Posted by Mark Smith on Dec 13, 2019 7:00:00 AM

Here are some insights on SAP drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated SAP and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Financial Performance Management (FPM), Sales Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

Optymyze Provides Robust Platform and Sales Performance Management Suite

Posted by Mark Smith on Dec 11, 2019 7:00:00 AM

Here are some insights on Optymyze drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Optymyze and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

Anaplan is a Value Index Leader for Validation in Sales Performance Management

Posted by Mark Smith on Dec 9, 2019 7:00:00 AM

Here are some insights on Anaplan drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Anaplan and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

Varicent is a Value Index Leader in Sales Performance Management

Posted by Mark Smith on Dec 6, 2019 7:00:00 AM

With the backing of Great Hill Partners and Spectrum Equity, the company Varicent Software launched on Jan. 1st, purchasing IBM’s Sales Performance Management (SPM) assets and hiring employees from IBM’s SPM group. They will join a new team that includes Varicent’s original founders and key leadership.

This set of insights is drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated IBM, now Varicent, and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

Xactly Demonstrates Strong Performance in SPM Value Index

Posted by Mark Smith on Dec 4, 2019 7:00:00 AM

Here are some insights on Xactly drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Xactly and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

Oracle Leads Sales Performance Management Value Index

Posted by Mark Smith on Dec 2, 2019 7:00:00 AM

Here are some insights on Oracle drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Oracle and eight other vendors in seven categories, five product-related adaptability, capability, manageability, reliability and usability) and two concerning the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each of the seven categories to reflect its relative importance in an RFP process, with the weightings based on data derived from our benchmark research on sales performance management.

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Topics: Sales, Customer Experience, Contact Center, Data, Sales Performance Management, Sales Performance Management (SPM), Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

A 360-Degree View of the Customer Journey Can Provide Customer Experience Insights

Posted by Mark Smith on Nov 7, 2019 7:00:00 AM

For interactions with customers to go well, organizations must manage an ever-increasing array of engagement channels. Our research finds that organizations expect to see interaction volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps. Unfortunately, the systems that manage these channels are typically disparate and uncoordinated and may not use the same underlying technology. This makes it difficult for organizations to coordinate customer interactions consistently and provide the best possible customer experience.

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Topics: Customer Experience, Voice of the Customer, business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, data lakes, Intelligent CX, AI and Machine Learning, Subscription Management, agent management, extended reality

Technology Really Does Matter for Customer Analytics

Posted by Mark Smith on Nov 5, 2019 7:00:00 AM

Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively. But effectiveness also requires technology that will assist in the effective operations and management of customers and help an organization achieve its goals.

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Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, data lakes, Intelligent CX, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, extended reality

Identifying the Leaders in Sales Performance Management

Posted by Mark Smith on Oct 31, 2019 7:00:00 AM

I am happy to share some insights from our latest Value Index research, which rates how well vendors’ offerings meet buyers’ requirements in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). The Ventana Research Value Index: Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. Drawing on our benchmark research and expertise, this research-based index is the first such evaluation to assess the full business value of sales performance management software. You can learn more about our Value Index as an effective vendor selection and RFI/RFP tool here and participating vendors can learn more about how to use the Value Index here.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

Effective Customer Analytics Requires Comprehensive Data and Metrics

Posted by Mark Smith on Oct 29, 2019 7:00:00 AM

Customer analytics have never been more important, but effectively creating and managing them is not easy. The data that’s required to achieve visibility into all customer activity involves many applications and systems and it’s a challenge to ensure the data used is accurate and consistent. Even once data is assembled, organizations often struggle to apply analytics to create the metrics that best represent an understanding of the past and, more importantly, the path to the future.

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Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Lake, Data Preparation, Information Management, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, Intelligent CX, Conversational Computing, AI and Machine Learning, collaborative computing, Subscription Management, agent management, extended reality

The Science of Sales Performance Management

Posted by Mark Smith on Oct 24, 2019 7:00:00 AM

Ensuring that the sales organization contributes as fully as possible to the success of the organization — to revenue, growth, prof itability and the overall customer experience — requires not only dedication but effective strategy and planning. A well-developed strategy and plan to utilize current and future sales talent is essential for the best possible sales performance. To carry out this mission, organizations need a set of coordinated sales-related activities, processes and systems that enable the sales organization, from leadership and operations to the manager and sellers, to operate in a coordinated and collaborative manner. We call this sales performance management.

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Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales

The Challenges in Customer Analytics

Posted by Mark Smith on Oct 22, 2019 7:00:00 AM

Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and deliver a superior customer experience. However, many organizations struggle to do this well. Implementing initiatives to improve customer value across any department or process involving customers requires both in-depth visibility into current operations and excellent metrics.

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Topics: Customer Experience, Voice of the Customer, business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Internet of Things, Contact Center, Data, Digital Commerce, blockchain, natural language processing, data lakes, Intelligent CX, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, Subscription Management, agent management, extended reality

Gaining Dynamic Insights on Sales Planning

Posted by Mark Smith on Oct 15, 2019 7:00:00 AM

Managing sales processes and resources without careful planning is a recipe for failure. Effectiveness in sales starts with planning that involves the full range of stakeholders. This planning should involve a systematic process, incorporate all relevant information and be supported by capable software designed for this purpose. Furthermore, everyone who participates in sales-related activities, including those dealing with quotas, territories and resources, should be providing input for the planning. Without broad participation the likelihood of less-than-optimal planning increases and anyone who is excluded may not fully buy into the plan and its execution.

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Topics: Sales, Product Information Management, Sales Performance Management, Digital Commerce, Subscription Management, intelligent sales

Dynamic Insights Research on Sales Analytics Guides Innovation, not Evolution

Posted by Mark Smith on Oct 4, 2019 7:00:00 AM

Having effective analytics enables businesses to understand far better than ever before the data they’re collecting, and to do so in greater volumes and more forms. These new capabilities are especially relevant to sales organizations. When applied to sales data, analytics can help sales teams achieve quotas and forecast more consistently, as well as understand the impacts of incentives and maximize the potential of territories, all of which help improve sales performance. These benefits provide the foundation for a business case to adopt analytics tools that generate information to guide actions and decision-making for sales organizations.

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Topics: Customer Experience, Voice of the Customer, business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, data lakes, Intelligent CX, AI and Machine Learning, Subscription Management, agent management

Dynamic Insights from Research on Finance Analytics

Posted by Robert Kugel on Sep 19, 2019 8:30:00 AM

By itself, data isn’t useful for business; the application of analytics is necessary to transform data into actionable information. Data analysis of one sort or another has long been a core competence of finance departments, applied to balance sheets, income statements or cash flow statements. Today, however, Finance must go beyond these basics by expanding the scope of the data being examined to include all financial and operational information that can yield actionable insights. Analysis thus should include, for example, data from the systems that manage sales operations, human resources and field service and that data must be available to all departments and applications that need it.

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Topics: Customer Experience, Human Capital Management, Voice of the Customer, embedded analytics, Learning Management, Analytics, Business Intelligence, Collaboration, Data Governance, Data Lake, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Product Information Management, Sales Performance Management, Workforce Management, Financial Performance Management, Price and Revenue Management, Digital Technology, Digital Marketing, Digital Commerce, ERP and Continuous Accounting, blockchain, natural language processing, robotic finance, Predictive Planning, candidate engagement, Intelligent CX, Conversational Computing, Continuous Payroll, AI and Machine Learning, revenue and lease accounting, collaborative computing, mobile computing, Subscription Management, total rewards management, intelligent marketing, intelligent sales

The Promise and Perils of a Platform Strategy

Posted by Robert Kugel on Aug 6, 2019 7:00:00 AM

“Platform,” as used in the world of technology, originally referred to an operating system on which one could construct software applications. More recently, its usage has been expanded to apply to two types of business models. One enables third parties to create products and services that are complementary to a company’s core technology. For instance, both Apple and Salesforce have attracted a wide array of third-party software developers whose offerings greatly increase the value of each software vendor’s platform to its customers. The second, such as Amazon’s marketplace, Facebook, Twitter and Uber, facilitates transactions and interactions. This latter type adds value by reducing transaction frictions and increasing efficiency and, in attracting large numbers of people to the platform, enables innovative business offerings to take advantage of Metcalf’s law — the “network effect.”

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Topics: Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Continuous Planning, Information Management, Internet of Things, Workforce Management, Financial Performance Management, Price and Revenue Management, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, Predictive Planning, revenue and lease accounting, collaborative computing, mobile computing, Subscription Management

Straight-Through Processing for Business and Commerce

Posted by Robert Kugel on Jan 31, 2019 6:00:00 AM

“Straight-through processing” (STP) is a business process and data architecture methodology. Technology advances have made STP increasingly feasible for any business process, allowing companies to design and execute them from inception to completion in a more automated fashion, minimizing or eliminating human intervention in the process. The associated data also progresses automatically end-to-end through the process, preserving its integrity. Because there is no human intervention, data is more accurate and less prone to manipulation.

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Topics: Sales, Customer Experience, Office of Finance, Recurring Revenue, Data Governance, Financial Performance Management, Digital Commerce, ERP and Continuous Accounting, Billing and Recurring Revenue

PROS Enables Modern Commerce with Dynamic CPQ

Posted by Robert Kugel on Sep 16, 2018 11:29:51 PM

PROS Holdings is a software vendor with two distinct but related sets of products. The company began in 1985 offering revenue management software to airlines, hospitality and rental car companies. More recently it added price and revenue management software focusing on B2B services, chemicals and energy, consumer goods manufacturers, food and beverage, healthcare, insurance and technology. This note focuses on the B2B portion of the business.

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Topics: Big Data, Sales, Customer Experience, Marketing, Office of Finance, Analytics, Data Preparation, Sales Performance Management, Financial Performance Management, Price and Revenue Management, Digital Marketing, Digital Commerce, Pricing and Promotion Management, Sales Enablement and Execution

Blockchains Come in Different Shapes and Sizes

Posted by Robert Kugel on May 27, 2018 11:29:12 PM

Blockchains are attractive because their built-in security and trust factors make them useful for almost all business interactions involving organizations and individuals. Blockchains have two basic functions. One is as a method for handling transactions involving property such as land deeds, trademarks or other assets. The second involves exchanges of data such as identities of individuals or businesses, the location of an object at a point in time or weather conditions. All interactions involving property or assets include the transfer of data as well, of course, but some blockchain use cases are informational only.

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Topics: Big Data, Data Science, Mobile, Marketing Performance Management, Office of Finance, business intelligence, Analytics, Cloud Computing, Data Governance, Data Integration, Data Preparation, Internet of Things, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain

GDPR: Business or Technology Vendors Ready or Not?

Posted by Mark Smith on May 11, 2018 8:37:05 AM

We are have arrived at the May 25, 2018 date when the European Union’s General Data Privacy Regulations (GDPR) become enforceable, following what has been a two-year transition period. Companies were given this time to put in place reasonable measures and the systems necessary to support the legislation’s wide-ranging personal data privacy requirements, which apply to any organization with more than 250 employees that serves EU citizens. While this regulation will apply in the EU, it has implications for any organization in the world that provides services involving the personal data of any EU citizen.

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Topics: Big Data, Data Science, Mobile, Sales, Customer Analytics, Customer Engagement, Customer Experience, Marketing, Analytics, Business Intelligence, Cloud Computing, Collaboration, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Digital Technology, Digital Marketing, Digital Commerce, Cybersecurity, Billing and Recurring Revenue, collaboration for business, mobile marketing

Beyond Digital Transformation: Effective Technology Innovation in 2018

Posted by Mark Smith on May 7, 2018 12:56:06 AM

Advancing the potential of any business requires continuous improvement in the processes and technology that support it. Many companies have embraced attempts at a digital transformation, and it’s become a goal to which organizational resources and budgets have been dedicated around the globe.

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Topics: Big Data, Data Science, Mobile, Sales, Customer Analytics, Customer Engagement, Customer Experience, Human Capital Management, Machine Learning, Marketing, Marketing Performance Management, Mobile Technology, Office of Finance, Wearable Computing, Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer Service, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Information Optimization, Product Information Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Machine Learning and Cognitive Computing, Pricing and Promotion Management, Cybersecurity, Billing and Recurring Revenue, Workforce Optimization, collaboration for business, mobile marketing

Salesforce Fails Again in Customer Experience

Posted by Mark Smith on Jun 14, 2017 2:02:59 AM

More than a year ago I wrote from personal experience about the challenges our firm encountered with Salesforce’s cloud computing systems and customer service and if we can trust them for business in the cloud. That perspective covered a range of issues that the behemoth cloud computing applications and platform company is facing regarding its service and technology. While Salesforce has shifted its customers like us and others to a different cloud computing environment, as it did in moving us off its #NA14 cloud computing instance, core challenges of its customer experience and billing processes persist. After the last customer experience incident, I contacted its executives about the need for operational improvement; it was clear in the dialogue that they saw some but not all of our experience as issues important to improving its customer processes. It was good to get some immediate attention, but my hope was to speak for all SMB companies in pointing out the importance of effective communications and escalating notifications and interactions when those customer moments go sour, so the customer isn’t forced to turn to social media to be heard. This was an area where Salesforce had significant room for improvement in customer engagement, reflecting a pattern we see in our benchmark research, which finds the most common challenges in almost half of organizations are integration of channels of engagement and managing activities as silos.

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Topics: Big Data, Sales, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Supercharge Sales Analytics with Digital Technologies

Posted by Mark Smith on May 12, 2017 8:44:07 AM

Our firm regularly explores the impacts of new technologies on business. Analytics is foremost among recently emerging technologies, which our benchmark research consistently confirms. In our research on next-generation sales analytics, fourth-fifths (82%) of participating organizations cited analytics as the most important technology trend for sales; however, several other technologies also are adding power and flexibility to the use of sales analytics.

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Topics: Big Data, Sales, Mobile Technology, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Vendavo Brings Intelligence to Pricing and Profitability

Posted by Robert Kugel on May 9, 2017 9:54:20 AM

Vendavo recently held its annual Profit Summit, a combination of a user group conference and a forum for covering evolving trends and techniques in business-to-business (B2B) pricing. Especially in emerging categories like pricing and revenue management, this sort of event provides an opportunity to assess the state of the market and the maturity of the applications. As I’ve noted, adoption of price and revenue management software has been slow in the B2B segment of commerce due to multiple obstacles. The challenges include change management, as well as data and process issues.

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Topics: Big Data, Sales, Office of Finance, Analytics, Cloud Computing, Sales Performance Management, Price and Revenue Management, Digital Commerce, Pricing and Promotion Management, Sales Enablement and Execution, Sales Planning and Analytics

Prepare and Wrangle Data for Sales Analytics

Posted by Mark Smith on May 5, 2017 8:28:34 AM

The importance of analytics for sales organizations is clear and, as I pointed out in my recent analyst perspective on the next generation of sales analytics, these capabilities optimize revenue potential. However, utilizing sales analytics requires a set of data skills that most organizations still find challenging and are thus not fully prepared to support. The efficient access and preparation of data underlies any analytics processes, which must meet demanding needs that are not always automated. Our research into next generation sales analytics has found many impediments that must be addressed and is a critical part of our expertise agenda for sales organizations.

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Topics: Big Data, Sales, Machine Learning, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Technology, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Sales Planning and Analytics

New Generation of Sales Analytics Can Optimize Revenue Potential

Posted by Mark Smith on Apr 27, 2017 11:22:52 AM

I have been following advances in sales analytics since the 1990s. Over the last five years, however, I have seen evolution, not innovation. In most cases the information that analytics provides is too complicated and not contextualized enough for sales people who are not analytics experts to understand, let alone take action on. As I pointed out in my 2017 research agenda on sales, analytics is essential for planning that improves the impacts of sales efforts and meets the goals of the organization.

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Topics: Big Data, Sales, Mobile Technology, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Oracle Growing ERP in Cloud

Posted by Robert Kugel on Apr 17, 2017 7:22:28 AM

Oracle recently held its second ERP Cloud Summit with industry analysts. The all-day event wasn’t just about ERP. The company covered a range of its business applications, including financial performance management as well as its Adaptive Intelligent Applications. And it wasn’t just about the cloud. After more than a decade of steady developments, ERP systems have begun to change fundamentally, facilitated by the growing availability of new technologies including cloud computing, advanced database architecture, collaboration, user interface design, mobility, analytics and planning. Here are my key takeaways from the event:

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Topics: Big Data, Data Science, Mobile, Customer Experience, Human Capital Management, Machine Learning, Office of Finance, Analytics, Data Integration, Internet of Things, Cognitive Computing, HRMS, Financial Performance Management, Mobile Marketing Digital Commerce, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting

Digital Process Reengineering Drives Business Change

Posted by Robert Kugel on Mar 23, 2017 9:28:07 AM

Business process reengineering was a consulting fashion in the early 1990s that spurred many companies to purchase their first ERP systems. BPR proposes a fundamental redesign of core business processes to achieve substantial improvements in market and customer responsiveness, productivity, cycle times and quality. ERP systems support business process reengineering by guiding the step-by-step execution of the redesigned process to ensure that it is performed consistently. They also automate the handoffs between individuals and departments to accelerate completion of that process.

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Topics: Big Data, Data Science, Mobile, Customer Analytics, Customer Experience, Machine Learning, Office of Finance, Wearable Computing, Continuous Planning, Analytics, Business Intelligence, Cloud Computing, Data Integration, Internet of Things, Financial Performance Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, Machine Learning and Cognitive Computing, ERP and Continuous Accounting, Sales Planning and Analytics

Optimizing the Business of Selling in 2017

Posted by Mark Smith on Mar 20, 2017 9:22:16 AM

I am happy to provide my personal perspective on the potential of sales organizations, processes and technology to supercharge business activity in 2017. The sales processes of organizations – whether they involve digital commerce or direct or indirect physical selling – should be part of continuous optimization efforts to reach maximum results. To do this, the people leading and running sales processes must be able to use technology that supports their responsibilities and analyzes the crucial information coming into the business. For almost 15 years, we have advocated for sales applications and tools that are necessary to optimize sales effectiveness and improve the outcomes of their sales efforts. The available portfolio is much larger than sales force automation (SFA) and involves more than the continued use of CRM, which has clear limits in its ability to manage customer relationships. The applications on offer include many facets of sales:  coaching, compensation management, contract management, configure price quote (CPQ), forecasting, quota and territory management, planning and optimization, pricing and revenue optimization, and target or market intelligence. New applications designed for sales also enable digital effectiveness that can transform organizations. Let me provide my perspective on six topics that are shaping the way sales can and should operate in 2017, and which are part of our sales research agenda for the year.

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Topics: Big Data, Sales, Machine Learning, Mobile Technology, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Technology, Digital Commerce, Operations & Supply Chain, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Sales Planning and Analytics

ShoreTel Offers Communications and Contact Centers

Posted by Richard Snow on Mar 16, 2017 9:45:50 AM

Until recently most organizations deployed systems on their own premises to build communications and contact center infrastructures, which often required them to integrate products from several vendors. In the past few years many vendors have moved their systems to the cloud, and others have begun as cloud-based suppliers. This trend has opened up the opportunity for more organizations to take advantage of modern communication systems and contact centers. Using the cloud for either, or both can save money and resources, reduce risk, and make available more integrated, multi-channel systems.  While the adoption of such systems has undoubtedly increased and is likely to continue to do so, our benchmark research into next-generation contact centers in the cloud finds that many organizations still prefer to remain on premises, and adoption of cloud-based systems occurs on a case-by-case basis. In addition, many organizations look for vendors that support multiple models so they have the option of starting out using one model but transitioning later to another, including to a hybrid model in which some systems are on-premises and others are cloud-based..

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Topics: Big Data, Mobile, Customer Analytics, Customer Engagement, Customer Experience, Machine Learning, Wearable Computing, Analytics, Business Intelligence, Cloud Computing, Collaboration, Internet of Things, Contact Center, Digital Commerce, Subscription Billing

Zendesk Puts Real Meaning Back into CRM

Posted by Richard Snow on Feb 22, 2017 6:20:47 AM

One of the first applications I learned about in the contact center market was customer relationship management (CRM). The core capabilities of a CRM system were to manage customer data, marketing campaigns, sales opportunities and service requests. Vendors also touted them as the source for a comprehensive “360 degree” view of the customer, which they could never actually deliver because they did not include customer financial data, interaction histories or customer sentiment in the form of feedback. In any case CRM applications became integral to contact centers as a source of information to answer customer queries, but in reality they did little to actually manage the customer relationship, which was a factor in why they gained a bad reputation. Over time, many vendors adopted a different approach and broke the CRM category into marketing, sales and service clouds, which although they include additional capabilities basically do the same thing, with one big drawback – customer data is managed in three different systems, reducing the availability of a single source of customer data even further.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Contact Center, Digital Commerce

Oracle Plus NetSuite Equals More

Posted by Robert Kugel on Dec 16, 2016 11:17:22 PM

Oracle and NetSuite have completed their merger. The combination is likely to be positive for customers because NetSuite will have access to “more,” a word repeated many times over the course of Oracle’s post-acquisition webcast. Existing NetSuite customers will benefit from increased investment as well as economies of scale that Oracle can bring to R&D and sales and marketing. Oracle has stated that there’s little overlap between its target customer base and NetSuite’s. However, there is substantial overlap with NetSuite’s application partner network because of Oracle’s own broad application portfolio. As such, many of these partners are likely to shift their attention to NetSuite’s cloud-only competitors (for example, FinancialForce and Intacct), which will benefit those rivals’ sales and marketing efforts.

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Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Continuous Planning, Customer Service, HRMS, Price and Revenue Management, Work and Resource Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, Sales and Operations Planning

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