Richard Snow's Analyst Perspectives

Salesforce.com Positions as Cloud Platform Leader

Posted by Richard Snow on Oct 24, 2012 12:52:43 PM

Salesforce.com launched more than 12 years ago as the founding CRM vendor in the cloud. Today it has grown to be the kitchen-sink vendor in the cloud. It seems every month it announces some new cloud service, and its services now cover almost the entire enterprise: sales, marketing, service, HR, finance and a list of supporting services that make it hard to determine just what the company now has to offer. Two things remain clear, however: Salesforce.com has established cloud computing as a credible way to source software applications, and all applications need to be socially enabled to keep up with new user and consumer preferences.

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Topics: Sales, Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Mobile Apps, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer Service, Call Center, Contact Center, CRM, Customer Performance Management (CPM), Text Analytics, Unified Communications

Call Centre Expo 2012 Reveals Some Surprising Trends

Posted by Richard Snow on Oct 4, 2012 12:26:19 PM

Call Centre & Customer Management Expo has been running for several years now. The event provides an opportunity for contact center and customer service managers in Europe to catch up with all the latest and greatest going on in the market. At this year’s event earlier this week, as usual, I found the normal mix of presentations, vendor exhibition stands and other side events. The vendor show included a mix of core contact center vendors (interaction management, CRM, WFO, customer experience management, customer and contact center analytics), supporting vendors such as headphone suppliers and post code software, contact center media players and associated professional bodies. My primary interest is in the core multi-channel contact center market and vendors, and having attended for more years than I can remember, I look for emerging trends on what vendors are present and what they have to offer.

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Topics: Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Sales Performance Management (SPM), Text Analytics, Unified Communications, Vendor(s), Workforce Force Optimization