Richard Snow's Analyst Perspectives

Cloudforce UK Shows Salesforce.com at Its Best

Posted by Richard Snow on May 24, 2012 11:14:00 AM

When the Salesforce.com marketing machine rolls into town, you have to sit up and listen, and that’s what 14,000 attendees did at the latest Cloudforce event in London. The company took over a vast portion of the ExCel London Exhibition Centre to accommodate the keynote speech, lots of side events and meeting rooms and an expo floor where attendees could see demonstrations of every product and service, including many from partners showing what they have to offer.

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Topics: Salesforce.com, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, LiveOps, NewVoicemedia, Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Information Applications (IA), Sales Performance Management (SPM), Text Analytics, Workforce Performance Management (WPM), Vocalcom

Salesforce.com Presents the Social Enterprise

Posted by Richard Snow on Sep 23, 2011 10:08:34 AM

As he opened last week’s Cloudforce 2011 conference in London, Salesforce.com CEO Marc Benioff declared that companies “must become social or die.” He reiterated the message in answer to a direct question I put to him during lunch with the media and analysts. I have heard several of his keynotes, and reviewed my colleague analysis from recent Dreamforce conference in San Francisco. and this one had a distinct change of emphasis. Benioff seems to feel that the cloud argument has been won, his big CRM competitors have been overcome and it is time to focus on helping companies grasp the changed business environment they now exist in. Dare I say it, there was even a hint that the answer is software – specifically, software to enable what Salesforce calls the social enterprise.

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Topics: Predictive Analytics, Salesforce.com, 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, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

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.

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

Salesforce.com Customers Demonstrate Tactical Success

Posted by Richard Snow on Aug 5, 2011 9:19:48 AM

Salesforce.com (SFDC) brought five customers to a recent U.K. analyst event to talk about how they used different SFDC services to solve what turned out to be down-to-earth business issues. SFDC of course would have us believe that moving to the cloud is the only way to purchase IT systems (in its parlance, services) and that it has all the services to solve any issue concerning CRM, sales management, customer service, contact center, social media or software development. Only individual users can judge how successful these services are in their organizations, but the five chosen customers all seemed happy. I want to share with you some observations I gleaned from listening to them. 

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Topics: Predictive Analytics, Salesforce.com, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, 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, Text Analytics, Unified Communications, Workforce Management

Conference Highlights Social Media, Analytics and the Customer Experience

Posted by Richard Snow on May 24, 2011 1:27:24 PM

The Directors Club of the U.K. recently held its inaugural National Customer Show in London. The event was well attended and attracted sponsorship from some of the biggest vendors in the contact center industry; among them were platinum sponsors Interactive Intelligence and salesforce.com, and session sponsors Nexidia and SwordCiboodle. I noticed three common themes, covering very different aspects of managing the customer, and I’ll hit the highlights of each.

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Topics: Predictive Analytics, Salesforce.com, Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Nexidia, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Management (IM), Interactive Intelligence, Sales Performance Management (SPM), Text Analytics, Workforce Management, SwordCiboodle

Think Carefully about Social Media and Your Customers

Posted by Richard Snow on May 5, 2011 1:37:26 PM

Unless you have been on a long vacation somewhere without newspapers, mobile phones or the Internet, you must have noticed all the buzz about social media – some of it factual and lots of it hype. Over a billion people use Facebook. There are many millions of tweets on Twitter every day, and YouTube has become the place to share videos, whether for a laugh, for a company’s brand awareness or for training courses. The key question for business is how much of this is useful for commerce and how much is just socializing. I started researching this movement and its intersection some time back and last year spoke about Customer Service in the Social Media Age.

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Topics: Predictive Analytics, Salesforce.com, SAS, Social Media, Customer Analytics, Customer Experience, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Clarabridge, Genesys, ResponseTek, RightNow, Analytics, Business Analytics, Business Intelligence, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Information Applications (IA), Sales Performance Management (SPM), Text Analytics

Is the World Ready for One Source of Customer Data?

Posted by Richard Snow on Jan 14, 2011 5:31:49 PM

If you listen to salesforce.com (SFDC) then you’d have to believe the answer is an emphatic “Yes.”

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Topics: Salesforce.com, Customer Experience, Operational Performance Management (OPM), Customer Information Management, Call Center, CRM, Information Management (IM)