Richard Snow's Analyst Perspectives

Salesforce.com Is Full of Surprises

Posted by Richard Snow on Jul 10, 2013 8:58:11 AM

Anyone who follows salesforce.com is used to surprises, but over the last couple of months the company has come up with some that go beyond the usual. It rebranded the recent user conference in London as a customer company event. This follows from changing its messaging to urge every company to become a customer company not a social company. The event itself was everything we have come to expect, using an array of customer case studies to show how salesforce.com’s products help companies innovate and be successful, and a large partner and product showcase to prove how many products and partners salesforce now has. The real surprises were tucked away in meetings arranged for the many analysts present.

Read More

Topics: Call Center, Cloud Computing, Collaboration, Contact Center, CRM, Customer Performance Management (CPM), Customer Service, Information Applications (IA), Mobile Apps, Operational Performance Management (OPM), Sales Performance Management (SPM), Self-service, Social CRM, Social Media, Voice of the Customer, Customer Experience, Analytics, Sales

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.

Read More

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

Salesforce.com and the Big Picture from Dreamforce

Posted by Richard Snow on Sep 2, 2011 12:53:56 PM

Even here in the U.K., we are well aware that Salesforce.com’s annual event Dreamforce is happening this week in San Francisco. Unfortunately I couldn’t be there, but a contingent of the Ventana Research team is there, and from what they are telling me it is quite a show. I have written before that Salesforce has the best marketing machine in the world, let alone the software industry, and it seems to have topped previous events. The company undoubtedly has changed the way many companies think about software, forced many vendors to change their delivery models and is impacting the way consumers think about communicating and running their lives. But let me make a few long-range observations.

Read More

Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Predictive Analytics, Salesforce.com, Social CRM, Speech Analytics, Text Analytics, Uncategorized, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics, Sales

Think Outside the Box when Investing in Salesforce Chatter

Posted by Richard Snow on Nov 27, 2010 1:19:28 PM

A few weeks ago I wrote a blog discussing salesforce.com (SFDC) Chatter and the buzz the technology is making in which one of my biggest questions was how a non-SFDC customer could justify purchasing Chatter. Well I finally got to speak with someone who has paid at least partially for Chatter. I say partially because this particular customer already has several hundred licenses with SFDC (which entitle them to use Chatter for free) but has paid for several hundred other users to also have access.

Read More

Topics: Collaboration, Customer Performance Management (CPM), Customer Relationship Management, Operational Performance Management (OPM), Social CRM, Social Media, Sales, CIO