Ventana Research Analyst Perspectives

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on Oct 16, 2018 9:00:00 AM

Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer to a problem we have well documented; businesses struggle getting a full view of the customer and provide a frictionless response to issues and interactions. For the full breakdown of Dreamforce 2018, and my analysis of all the largest announcements, watch my hot take video.

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Topics: Customer Experience, digital technology, Digital Marketing, Marketing, Voice of the Customer, AI, Machine Learning, natural language processing, SPM, Sales Performance Management, Robotic Process Automation, CRM, Salesforce.com, Dreamforce

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

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

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

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