Richard Snow's Analyst Perspectives

Infor Aims to Reinvent Business Applications

Posted by Richard Snow on Nov 6, 2013 8:20:24 AM

Infor is a vendor I haven’t covered much in the past, but after attending the recent Infor on the Road day in the U.K. that is about to change. I viewed Infor as basically a CRM vendor, and I don’t believe such systems have much impact on customer engagement and the customer experience. Indeed if you view Infor website’s product page, it features several product categories focused on internal processes: CRM, Asset Management, Financial Management, Resource Planning, Human Capital Management and Product Management. (By the way, my colleague Robert Kugel wrote about some of these after his visit to Inforum.) If like me you are not technically minded, you might skip the technology section, which is where Infor showcases innovation in business applications.

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Topics: Analytics, Big Data, Business Collaboration, Business Performance Management (BPM), Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Financial Performance Management (FPM), Sales Performance Management (SPM), Speech Analytics, Supply Chain Performance Management (SCPM), Text Analytics, Workforce Performance Management (WPM), Customer Experience

Customer Engagement Day Reveals New Issues and Opportunity

Posted by Richard Snow on May 1, 2012 11:15:47 AM

I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is impacting the contact center.

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Topics: Business Analytics, Business Collaboration, Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Financial Performance Management (FPM), Genesys, Governance, Risk & Compliance (GRC), InContact, Information Applications (IA), Information Management (IM), Interactive Intelligence, IT Performance Management (ITPM), NICE Systems, Noble Systems, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Social CRM, Social Media, Speech Analytics, Supply Chain Performance Management (SCPM), Sustainability, Text Analytics, Unified Communications, Verint, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, Business Intelligence