Richard Snow's Analyst Perspectives

SAS Aligns Marketing and Customer Intelligence

Posted by Richard Snow on Jun 16, 2013 10:10:50 PM

I recently attended SAS’s European analyst event, where I went to focus on new developments around customer intelligence, an application of big data that SAS includes in its high-performance analytics and visual analytics. SAS offers an amazing number and range of products that is hard to keep track of, so I was glad to get a sense that now it is focusing more on business solutions built with data visualization and discovery, big data, data management, cloud computing, marketing analytics (which appears to be the new branding for customer intelligence) and enterprise decision management. It appears that the European event followed closely the lines of the U.S. event my colleague Mark Smith attended; he offers an analysis of the company’s wider messages.

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Topics: Business Analytics, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Mobile Apps, SAS, Self-service, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics

SAS Furthers Cloud Computing for Business

Posted by Richard Snow on Aug 30, 2012 11:56:14 AM

After this summer’s SAS European analyst event, I wrote that I came away less than convinced SAS was truly committed to the cloud, based largely on the fact that most other vendors are blowing their cloud trumpets much louder than SAS. It seemed developments in and around customer intelligence and its other products were higher priority to the company than its cloud strategy. However, after a recent update, I was left with no doubt that the cloud is important to SAS and that the company has a well–thought-through strategy based around two services that Ventana Research touched on earlier this year.

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Topics: Business Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, Customer Analytics, Customer Data Management, Customer Performance Management (CPM), Desktop Analytics, Operational Performance Management (OPM), SAS, Speech Analytics, Text Analytics, Voice of the Customer, Analytics

SAS Advances Customer Intelligence

Posted by Richard Snow on Apr 18, 2012 11:22:22 AM

SAS is one of the largest and best-known independent vendors of BI and analytics. The company’s website shows  16 product lines, and product variations to match almost every business analytics requirement in any industry. One of its core products lines is Customer Intelligence, which I wrote about last year. Customer Intelligence consists of four main components: strategy and planning, information and analytics, orchestration and interaction, and customer experience – among all these interesting areas, only the last really indicates what the products do.

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Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance Management (BPM), Cloud Computing, Contact Center Analytics, Customer Analytics, Customer Intelligence, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Information Applications (IA), Information Management (IM), Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), SAS, Social CRM, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics, Business Intelligence

SAS Helps Optimize Key Business Processes

Posted by Richard Snow on Jul 7, 2011 1:20:00 PM

If you look at the SAS Institute home page it appears easy to identify what it does – “the leader in business analytics software and services, and the largest independent vendor in the business intelligence market.” My colleague recently assessed them as the multi-billion dollar business analytics supplier which I would agree. However, at the company’s recent analyst event I learned that this description only skims the surface of what it really does; even SAS CMO Jim Davis said he couldn’t be sure of the exact number of products it has (more than 200). Some things, however, are more evident: SAS is successful, with revenues up 6.7% on a like-by-like basis from last year; staff numbers continue to grow (up 2.4% from 2010 and 2011 already showing a 4.9% growth); Fortune named it one of the best places to work; customer satisfaction scores are at an all-time high; and it has enough cash in the bank to be self-funding and able to execute an extensive acquisition program, including companies such as DataFlux, which specializes in data management.

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Predictive Analytics, SAS, Social CRM, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics

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