Turbocharging Sales with Better Leads and Next- Generation SFA
|
|
- Stewart Gilmore
- 6 years ago
- Views:
Transcription
1 ebook: Best Practices Turbocharging Sales with Better Leads and Next- Generation SFA Moving beyond Traditional Salesforce Automation By R Ray Wang Founder and Principal Analyst Copy Editor: Maria Shao March 10, 2014 Produced exclusively for Constellation Research clients
2 Executive Summary Traditionally, marketing and sales organizations often have worked in silos. Studies have shown that such lack of alignment results in significant lost revenue potential and decreased sales effectiveness, as sales representatives spend time sorting through leads that are not ready to buy and as marketing teams fail to directly link marketing investments to revenue opportunities. Furthermore, sales reps effort to cross-sell or upsell is often compromised because they lack insights into customer preferences and complete buying history. Today, with the advent of social media and mobile technologies, the amount of customer data available to businesses has exploded exponentially, presenting a great market opportunity for companies to learn about their customers, create effective and engaging strategies and programs and, ultimately, increase sales and marketing effectiveness. This report aims to provide a high level discussion of best practices in today s digital world and what organizations must keep in mind in order to fully take advantage of the data growth coming from a combination of social, mobile, and cloud technologies. With the right technology and processes in place, companies can dramatically increase revenue potential by integrating marketing and sales teams using modern marketing and salesforce automation software. This paper provides insights into two of Constellation s primary business research themes, the Next-Generation Customer Experience and Technology Optimization and Innovation. Understand the Five Pillars that Drive Digital Disruption in Sales Since the inception of the Fortune 500 in 1955, 87 percent of the list has been merged, acquired or gone bankrupt. Since 2000, the shift was 52 percent. The digital disruption that began in late 1990 s has increased the pace of change since 2000 and led to a shift in how sales must act in methodology, staffing and enablement. Five technology pillars have contributed to this acceleration of change in the digital world (see Figure 1): 1. Mobile provides the interface of choice. The world has moved to mobile first. Mobile first is more than a device; it s a shift in thinking. While there is more power on most mobile devices today than was used to send a man to the moon, mobile is about a shift in how people access computing power and engage in new experiences. 2. Social connects both the personal with the corporate. Social provides the glue to relationships that transcend space and time. As the lines between work and life blur, social brings a personal network to the enterprise upon the user s choice. Collaboration increases across all roles and across all processes Constellation Research, Inc. All rights reserved. 2
3 3. Cloud enables both computing and storage on demand and the ability to constantly innovate. Computing power accessed by mobile must come from the cloud. The cloud serves as a large server and storage in the sky for any time, anywhere access. New tools, methodologies and features can be enabled in a constant stream of improvement as sales approaches evolve. 4. Big Data and analytics bring competitive advantage to the sales team. Big Data and analytics provide the tools to democratize decision-making. The path from data to information should lead to insights that generate decisions. This datato-decisions pathway is about driving insight to action with all these new sources of structured, unstructured and data feeds. Salespeople gain insight into the propensity to buy among prospects. 5. Video and unified communications enable collaboration. Video and unified communications accelerate collaboration and knowledge sharing. Video s power is its ability to convey much information in a very short period of time. Video also adds context and personalization to a decentralized salesforce. Figure 1. Today s Sales Teams Must Embrace the Five Pillars of Digital Disruption Each pillar on its own brings tremendous change. However, the convergence of the five pillars provides the biggest shifts in not only how new business models are created, but also how disruptions accelerate in a world of massive change. These shifts have forever changed the future of sales Constellation Research, Inc. All rights reserved. 3
4 Embrace the Shift in Sales Automation or Fall Behind More than just a shift to cloud computing, the advancements in salesforce automation (SFA) come from lessons learned over 20 years of customer relationship management (CRM) deployments. As the world has moved from pre-digital to post-digital, five larger trends in SFA adoption reflect a shift from (see Figure 2): 1. Sales managers to salespeople as the key design point. SFA systems originally served the sales manager more than the salesperson. Today s systems provide salesperson empowerment as the critical design point. Systems provide insight and resources to enable sales success. 2. Data entry to data delivery for system optimization. SFA systems originally forced salespeople to waste time entering data so that managers could forecast revenues and manage quotas. While reporting to management is still provided, today s systems provide valuable insight into account history, upsell opportunities, cross-sell opportunities and customer sentiment and satisfaction. Other key capabilities include better travel and expense management as well as mobile access and marketing integration. 3. Individual success to team success in sales enablement. Previous systems overweighted for the lone-wolf salesperson. As deal complexity increases inside large accounts, systems now improve collaboration tools to strengthen deal success at the team level. Team selling, improved compensation models and greater visibility into interaction history empower sales teams. 4. Best-of-breed point solutions to best-of-breed suites. A proliferation of CRM solutions in the cloud era harkens to the early days of CRM when sales, service, marketing and commerce solutions remained independent until a series of mergers and acquisitions brought together best-of-breed suites. Now in a highly fragmented cloud world, customers face the same challenge in dealing with a plethora of disparate best-of-breed solutions. In order to gain the next level of efficiencies, customers seek greater integration of best-of-breed point solutions and best-ofbreed suites. 5. Massive IT involvement to minimal IT involvement in system usage. Previous era SFA systems required massive investment in hardware, networking, installation, training, upgrades and maintenance to adapt the system to changing business requirements. Today s systems require minimal IT involvement due to cloud deployment models. More of the SFA budget can be invested in enablement and configuration instead of wasted on installation and deployment Constellation Research, Inc. All rights reserved. 4
5 Figure 2. Shifts in SFA Stem from a Post-Digital Transformation A Holistic Sales Experience Must Include Better Coordination with Marketing Sales and marketing must work hand in hand to turbocharge sales in today s digital world. Unfortunately, five key barriers impede success in sales-marketing collaboration: 1. Marketing and sales incentives massively misaligned. Marketing incentives tend to focus on the year, while sales incentives move quarter to quarter. Marketing metrics tend to focus on customer engagement while sales metrics are based on revenue. New metrics such as conversion rate optimization, cost per qualified lead, cross-sell rates and upsell rates can help improve joint metrics. 2. Lead quality often stinks is an understatement. Most marketing organizations fail to score leads and improve the quality prior to sending the leads to the sales teams. Poor quality leads to the sales team increase frustration and wasted resources. Marketing must improve lead quality before sending them to sales teams. 3. Lack of customer insight hinders upsell and cross-sell success. Poor marketing and sales coordination often leaves a void in understanding the customer. Interaction history and visibility into customer interactions can improve 2014 Constellation Research, Inc. All rights reserved. 5
6 success in identifying opportunities with existing customers. Transparency into a client account can help resolve the sales-marketing blame game. 4. Existing analog methods of marketing are failing despite continued investment. The lack of understanding of digital implications has left many organizations falling behind. Manual efforts take too much time and money to set up. Moreover, the cloogy infrastructure leaves organizations without the flexibility to adjust to changing market conditions as business models shift. 5. Speed of digital disruption is punishing to organizations that move too slowly. Digital marketing provides real time a/b/x testing, massive automation and improved customer profiling. People applying digital marketing techniques will see sales revenue and marketing ROI improve; they will crush those who fail to adopt digital techniques. How You Sell Depends on the Customer Organization s DNA A key factor in sales success comes from a close understanding of the prospect s organizational DNA. Constellation segments prospects into four categories based on degree of innovation and impetus to lead. Degree of innovation stems from those who are incremental versus those seeking transformational disruptions. Impetus to lead is based on those who are more reactive versus proactive. Organizations can be broken down into four main categories (see Figure 3): 1. Market leader organizations see innovation as a necessity to success. Organizations that have a market leader orientation push the envelope. These organizations are not afraid to try new approaches. 2. Fast follower organizations enable innovation but react to market leaders. Not shy about disruption or change, fast followers wait for market leaders to move first and then figure out how to deliver transformation faster, better and cheaper. These organizations intently examine the case studies of successful projects with an eye toward overtaking market leaders. 3. Cautious adopters proactively plan for innovation. Cautious adopters plan for innovation yet take a risk-averse approach. Projects that are too new or not well defined require a sound business case and defined ROI. These organizations often require a methodical and patient approach to innovation. The pace of change is much slower than change at market leaders and fast followers. 4. Laggard organizations wait for change. With budgets mostly focused on infrastructure and integration, little money exists for new projects and innovation. Short of a merger, a new CEO or a hot platform, very little innovation will happen on a proactive basis Constellation Research, Inc. All rights reserved. 6
7 Figure 3. Organizational Personas of Digital Disruption Determine Success Recommendations: Seek New SFA Systems that Enable Success in a Digital World In speaking with hundreds of sales executives, Constellation has identified five important factors when selecting a new SFA system for the digital world: 1. Design for mobile first. Mobile is a key gateway for not only user adoption, but sales empowerment. Apps should work in disconnected mode. Usage should be more than just mobile enablement. Expect responsive design to play a key role in usability and adoption. 2. Ensure consumer-grade user experiences. Training cost reduction, higher productivity and greater sales satisfaction can be linked back to user experience. Enterprise apps should take design cues from consumer-grade applications for front line users. Power users may require a different user experience, but keep in mind, simplicity is key to success. 3. Enable social collaboration at the process level. Collaboration tools must be enabled at the business process level in order to avoid moving in and out of systems and losing context. Too many SFA tools have bolted on social capabilities that don t allow for sharing of content and retention of security policies. 4. Move beyond reporting and invest in analytics. Most cloud SFA systems have decent reporting but poor analytics. An analytics core is key to long-term success. Sales leaders and sales professionals would like to ask questions, identify insights 2014 Constellation Research, Inc. All rights reserved. 7
8 and determine what the next best actions should be. Static reports are not enough for success in a digital world. 5. Improve master data management efforts. The proliferation of data and data types creates havoc on internal sales tools. The ability to master data, remove dedupes, enforce governance and preserve lineage in data requires strong master data management capabilities. Master data management is a long-term investment with continual payback. Disclosures Your trust is important to us, and as such, we believe in being open and transparent about our financial relationships. With our clients permission, we publish their names on our website Constellation Research, Inc. All rights reserved. 8
9 Analyst Bio: R Ray Wang Enterprise Strategist and Disruptive Technologies Expert R "Ray" Wang is Founder, Chairman, and Principal Analyst of Constellation Research, Inc. and the author of the popular enterprise software blog, "A Software Insider s Point of View." He previously was a founding partner and research analyst for enterprise strategy at Altimeter Group. With viewership in the millions of page views a year, his blog provides insight into how disruptive technologies and new business models affect the enterprise. A background in emerging business and technology trends, enterprise apps strategy, technology selection, and contract negotiations enables Ray to provide clients and readers with the bridge between business leadership and technology adoption. Expertise Buyers seek Ray s research in disruptive technologies and their impact on business processes, business models and organizational design. Business topics focus on harnessing innovation, creating next-generation business and IT leadership and applying the new rules of business. Technology topics include Social, Mobile, Cloud, Big Data, Next- Gen ERP and apps, business analytics, business process transformation, Project-Based Solutions, Order Management, Master Data Management and middleware technologies. For technology sellers, Ray provides strategic guidance in go-to-market strategies, reviews and designs software licensing, pricing, support and maintenance policies, delivers competitive assessments, evaluates software partner ecosystems and researches business processes such as the perfect order and customer experience for the enterprise and SMB markets. Media Influence Ray blogs at The Wall Street Journal s CIO Journal and for Harvard Business Review. News organizations such as The Wall Street Journal, Bloomberg, Business Week, Fortune, The Associated Press, CIO Magazine, Information Week, ComputerWorld, Financial Times, eweek, CRM Magazine, IDG News, ZDNet, TechTarget and Tech Crunch frequently seek his point of view. Ray is an energetic and passionate keynote speaker and has also been featured on major TV news outlets such as CNBC. Industry Recognition In 2008, 2009 and 2012, Ray was recognized by the prestigious Institute of Industry Analyst Relations (IIAR) as the Analyst of the Year, and in 2009, he was recognized as one of the most important analysts for Enterprise, SMB, and Software. In 2009, A Software Insider s POV was listed in the top 20 of Jonny Bentwood s Technobabble 2.0 Top Industry Analyst Blogs. In 2010, Ray was listed as one of the Top 5 Analyst Tweeters in Edelman s TweetLevel Index, recorded as part of the ARInsights Power 100 List Of Industry Analysts, and named one of the top Influential Leaders in the CRM Magazine 2010 Market Awards Constellation Research, Inc. All rights reserved. 9
10 Education Ray graduated from the Johns Hopkins University with a B.A. in natural sciences and public health. His graduate training includes a master s degree from the Johns Hopkins University in health policy and management, and health finance and management. He is also certified in SAP FI/CO modules, facilitation techniques and program management office. Ray currently serves on the Board of Advisors for the University of Toronto s Rotman School of Management s Centre for CRM Excellence. Ray can be reached at R@ConstellationR.com Constellation Research, Inc. All rights reserved. 10
11 About Constellation Research Constellation Research is a research and advisory firm that helps organizations navigate the challenges of digital disruption through business models transformation and the judicious application of disruptive technologies. This renowned group of experienced analysts, led by R Ray Wang, focuses on business-themed research, including Digital Marketing Transformation; Future of Work; Next-Generation Customer Experience; Data to Decisions; Matrix Commerce; Technology Optimization and Innovation; and Consumerization of IT and the New C-Suite. Unlike the legacy analyst firms, Constellation Research is disrupting how research is accessed, what topics are covered and how clients can partner with a research firm to achieve success. Over 225 clients have joined from an ecosystem of buyers, partners, solution providers, C-suite, boards of directors and vendor clients. Our mission is to identify, validate and share insights with our clients. Most of our clients share a common trait - the passion for learning, innovating and delivering impactful results. Organizational Highlights Founded and headquartered in the San Francisco Bay Area, United States, in Named Institute of Industry Analyst Relations (IIAR) New Analyst Firm of the Year in Serving over 225 buy-side and sell-side clients around the globe. Experienced research team with an average of 21 years of practitioner, management and industry experience. Creators of the Constellation Supernova Awards the industry s first and largest recognition of innovators, pioneers and teams who apply emerging and disruptive technology to drive business value. Organizers of the Constellation Connected Enterprise an innovation summit and best practices knowledge-sharing retreat for business leaders. Founders of Constellation Academy, experiential workshops in applying disruptive technology to disruptive business models. Website: Contact: info@constellationr.com Sales: sales@constellationr.com Unauthorized reproduction or distribution in whole or in part in any form, including photocopying, faxing, image scanning, ing, digitization, or making available for electronic downloading is prohibited without written permission from Constellation Research, Inc. Prior to photocopying, scanning, and digitizing items for internal or personal use, please contact Constellation Research, Inc. All trade names, trademarks, or registered trademarks are trade names, trademarks, or registered trademarks of their respective owners. Information contained in this publication has been compiled from sources believed to be reliable, but the accuracy of this information is not guaranteed. Constellation Research, Inc. disclaims all warranties and conditions with regard to the content, express or implied, including warranties of merchantability and fitness for a particular purpose, nor assumes any legal liability for the accuracy, completeness, or usefulness of any information contained herein. Any reference to a commercial product, process, or service does not imply or constitute an endorsement of the same by Constellation Research, Inc. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold or distributed with the understanding that Constellation Research, Inc. is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Constellation Research, Inc. assumes no liability for how this information is used or applied nor makes any express warranties on outcomes. (Modified from the Declaration of Principles jointly adopted by the American Bar Association and a Committee of Publishers and Associations.) San Francisco Andalucia Austin Belfast Boston Chicago Colorado Springs Denver London Los Angeles Monta Vista New York Pune Sacramento San Diego Santa Monica Sedona Sydney Tokyo Toronto Washington D.C Constellation Research, Inc. All rights reserved. 11
The Positive Pricing Impact of Third-Party Maintenance for Oracle and SAP Customers
Report: Trends The Positive Pricing Impact of Third-Party Maintenance for Oracle and SAP Customers Survey Data Shows How Third-Party Maintenance Options Provide Customer Leverage R Ray Wang Principal Analyst
More informationFinancialForce Spring Release Shows Innovation in Personalization and Collaboration
Research Report: Trends FinancialForce Spring Release Shows Innovation in Personalization and Collaboration Inside Constellation s Series on Innovation in Financial Management Applications in the Cloud
More informationRecommendations for Successful Digital Transformation in 2017
December 15, 2016 REPORT: BEST PRACTICES Recommendations for Successful Digital Transformation in 2017 Lessons Learned from Digital Transformation Projects in 2016 R "Ray" Wang Founder and Principal Analyst
More informationBEST PRACTICES How Communications Platforms Drive Customer Engagement
February 16, 2018 BEST PRACTICES How Communications Platforms Drive Customer Engagement Today s Digital Customer Requires Organizations to Deliver Multichannel Engagement Cindy Zhou Vice President and
More informationSupply Chain Management Adoption Trends and Customer Experience
TECHNOLOGY ADOPTION SERIES Supply Chain Management Adoption Trends and Customer Experience February 2013 In Brief Competitive pressures, globalization and increasingly complex offshore manufacturing relationships
More informationThe Case for the Chief Digital Officer
Quark: Trends The Case for the Chief Digital Officer Innovative Brands Need a Leader to Navigate Digital Disruption By Peter Kim Principal Analyst and Chief Strategy Officer Content Editor: R Ray Wang
More informationTop 5 Strategies Every Siebel Customer Must Consider
Featured Speaker Top 5 Strategies Every Siebel Customer Must Consider November 14, 2013 To request a copy of today s webinar slides, email clientservices@riministreet.com Speakers J. Bruce Daley VP & Principal
More informationConstellation Research 2017 Digital Transformation Study
October 19, 2017 REPORT: SURVEY Constellation Research 2017 Digital Transformation Study New Data Shows AI and IoT Are Driving Digital Transformation Efforts AUTHORS Chris Kanaracus Managing Editor, Constellation
More informationTHE CORNERSTONE DIFFERENCE
THE CORNERSTONE DIFFERENCE INTRODUCTION In a market that has markedly shifted over the last few years towards large, generalist ERP suites and mixed delivery models, it has become quite clear that Cornerstone
More informationApplication-Centric Transformation for the Digital Age
Application-Centric Transformation for the Digital Age APRIL 2017 PREPARED FOR COPYRIGHT 2017 451 RESEARCH. ALL RIGHTS RESERVED. About this paper A Black & White paper is a study based on primary research
More informationDigital Adoption Platforms
May 12, 2017 REPORT: BIG IDEA Digital Adoption Platforms A New Breed of Software Helps Improve User Adoption of New Technologies Alan Lepofsky Vice President and Principal Analyst Content Editors: R Ray
More informationIndustry Perspective Keys to digital transformation success
Keys to digital transformation success Strategy June 2016 How to get digital into your DNA At a time when many established companies are struggling to remain competitive, it s clear that fundamental change
More informationOmnichannel for Microsoft Dynamics 365: 6 mission-critical questions to ask. March CaféX Page 1
Omnichannel for Microsoft Dynamics 365: 6 mission-critical questions to ask March 2018 2018 CaféX Page 1 With Dynamics 365, Microsoft has dismantled the silos between its enterprise resource planning (ERP)
More informationSimplify Video Conferencing Meeting Management to Deliver Better User Experiences
Simplify Video Conferencing Meeting Management to Deliver Better User Experiences A Frost & Sullivan Market Insight www.frost.com 50 Years of Growth, Innovation and Leadership Video conferencing is becoming
More informationAnalytics: Laying the Foundation for Supply Chain Digital Transformation
November 2017 Analytics: Laying the Foundation for Supply Chain Digital Transformation By Sanjiv Mahajan, Sandip Saha and Alfonso Macias As supply chain leaders set objectives and strategies for 2018 and
More informationSupply Chain Innovation Fuels Success SAP ERP and Oracle Supply Chain Management: A Case for Coexistence. An Oracle White Paper
SAP ERP and Oracle Supply Chain Management: A Case for Coexistence An Oracle White Paper TODAY S SUPPLY CHAIN CHALLENGES These are challenging times for any business. Companies must find ways to reduce
More informationBusiness Transformation with Cloud ERP
Photo copyright 2012 Michael Krigsman. Business Transformation with Cloud ERP Prepared by Michael Krigsman February 2012 NetSuite sponsored this independent white paper; Asuret does not endorse any vendor
More informationWHY DO I NEED CRM? Answers to frequently asked customer relationship management questions.
WHY DO I NEED CRM? Answers to frequently asked customer relationship management questions. INTRODUCTION In a 2015 survey conducted by Salesforce, more than half of small business owners said their companies
More informationI D C A N A L Y S T C O N N E C T I O N. C e n t e r o f D igital Transfor m a t i o n S t rategies
I D C A N A L Y S T C O N N E C T I O N Raymond Boggs Vice President, SMB Research Mickey North Rizza Vice President, ERP and Digital Commerce S m a l l a n d Midsize Business es P ut E RP at the C e n
More informationTHE 5 STAGES OF DIGITAL CONTENT MATURITY
THE 5 STAGES OF DIGITAL CONTENT MATURITY By Omar Akhtar, Managing Editor and Analyst at Altimeter, a Prophet Company December 9, 2016 EXECUTIVE SUMMARY Customer expectations of branded content have changed,
More informationSupport Services: The Value of Technical Account Managers
Survey Support Services: The Value of Technical Account Managers Rob Brothers IDC OPINION IDC conducted a worldwide survey of enterprises to determine what value technical account managers (TAMs) brought
More informationREPORT: TRENDS The Cloud Comes into the Private Data Center. How Oracle ZS5 Brings Cloud Scale and Best Practices into On- Premises Data Centers
September 13, 2016 REPORT: TRENDS The Cloud Comes into the Private Data Center How Oracle ZS5 Brings Cloud Scale and Best Practices into On- Premises Data Centers Holger Mueller Vice President and Principal
More informationPredicts 2013: Marketing Technology Investments Continue to Increase and Expand Into New Areas
G00245763 Predicts 2013: Marketing Technology Investments Continue to Increase and Expand Into New Areas Published: 16 November 2012 Analyst(s): Adam Sarner, Kimberly Collins Marketing technology investments
More informationBest practices for deploying a modern, predictive IVR system
Best practices for deploying a modern, predictive IVR system Integrating phone self-service into the omnichannel customer experience An Ovum White Paper Sponsored by Publication Date: August 2015 Introduction
More informationExploring the Impact of Geographic Context On Business Processes. Research Report Executive Summary
Business Trends in Location Analytics Exploring the Impact of Geographic Context On Business Processes Research Report Executive Summary Sponsored by Copyright Ventana Research 2013 Do Not Redistribute
More informationWhat is CPQ? Sell More. Sell Faster. Sell Anywhere.
What is CPQ? Sell More. Sell Faster. Sell Anywhere. Configure, Price and Quote. Find the best product for the customer, price it, and provide an accurate, professionallooking quote. Sounds simple, right?
More informationUSING CRM TO ENHANCE MEMBER SERVICES. AGRIP Governance & Leadership Conference
USING CRM TO ENHANCE MEMBER SERVICES AGRIP Governance & Leadership Conference In This Session Defining the need for an effective CRM System Are commercial systems a good fit for pooling? What data your
More informationIT Executive Programs
IT Executive Programs Why IDC? 50 years of providing global, regional and local IT advisory services to businesses and governments on technology and line-of-business related issues, in 110 countries. 1,100
More information<Insert Picture Here> SMEI 2010 Conference. Justin Anderson, Senior Director, Oracle CRM Product Development
SMEI 2010 Conference Justin Anderson, Senior Director, Oracle CRM Product Development Safe Harbor Statement The following is intended to outline our general product direction. It
More informationCLASH OF THE TITANS An Independent Comparison of SAP, Oracle, Microsoft Dynamics and Infor
CLASH OF THE TITANS 2017 An Independent Comparison of SAP, Oracle, Microsoft Dynamics and Infor Introduction Panorama Consulting Solutions, an independent, vendor-neutral ERP consulting firm, developed
More informationDigital Workplace Service
Author: Jim Lundy Hot Vendors in Unified Communications and Collaboration, 2016 Summary: Communications and Collaboration is evolving as emerging providers look to enhance existing services or replace
More informationGrow Your Business with Confidence
Grow Your Business with Confidence Keep Your Business Going and Growing Whether you make widgets, sell services, or move merchandise, you depend on your people, and your people depend on the tools you
More informationSuccessFactors Employee Central Side-by-Side Deployment with SAP ERP. White Paper
SuccessFactors Employee Central Side-by-Side Deployment with SAP ERP White Paper Legal Disclaimer This paper outlines our general solution vision and direction and should not be relied on in making a purchase
More informationVodafone Business Services
Vodafone Business Services About the survey CIO magazine s State of the Work Place 2014 Study - powered by Vodafone Business Services - goes over today s mobile, dispersed yet connected workforce; how
More informationHow ERP Will Become the New System of Engagement
Industry White Paper How ERP Will Become the New System of Engagement An Emerging Generation of Engagement Technology is Dramatically Improving the Traditional ERP System by Dion Hinchcliffe CIO Advisor
More informationMeasuring Customer Health To Drive The Right Conversations
A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight May 2014 Measuring Customer Health To Drive The Right Conversations Table Of Contents Monitoring Your Customer s Health Score For
More informationThe Internet of Things: Unlocking New Business Value. Let Oracle energize your business with IoT-enabled applications.
The Internet of Things: Unlocking New Business Value Let Oracle energize your business with IoT-enabled applications. Cloud technology is well suited to enable IoT, offering high degrees of agility, low
More informationWhite paper. Getting better business results from your CRM
White paper Getting better business results from your CRM Table of contents: Introduction...1 Customer relationship management continues to grow...1 Poor quality CRM data and its impact on an organization...1
More informationGUIDEBOOK ADAPTIVE INSIGHTS
GUIDEBOOK ADAPTIVE INSIGHTS December 2013 July 2013 Document NX THE BOTTOM LINE Although corporate performance management (CPM) solutions have been in the market for some time, a new set of vendors such
More informationTransforming the B2B contact center
Market briefing Transforming the B2B contact center Emerging technologies and changing business consumer habits are transforming the customer relationship. Find out how the contact center can help you
More informationReimagining IT: Leading technology organizations into the future The Dbriefs Technology Executives series
Reimagining IT: Leading technology organizations into the future The Dbriefs Technology Executives series Anthony Stephan, Principal, Deloitte Consulting LLP Chris Garibaldi, Principal, Deloitte Consulting
More informationPregis: Simplifying Protective Packaging with SAP Hybris Solutions and SAP S/4HANA
Pregis: Simplifying Protective Packaging with SAP Hybris Solutions and SAP S/4HANA Pregis Corporation, an innovative packaging solution provider, was committed to becoming more proactive and addressing
More informationTHE RETAILER S BLUEPRINT FOR SUCCESS: Enabling Great Customer Experiences
THE RETAILER S BLUEPRINT FOR SUCCESS: Enabling Great Customer Experiences Contents Next The Retailer s Blueprint for Success: Enabling Great Customer Experiences In just the past few years, retail has
More informationA BIT ABOUT US. Richardson and our clients are highly recognized and have won numerous industry awards, including the following:
Founded in 1978, we are headquartered in Philadelphia and have international offices in the UK, Singapore, Australia, and additional satellite offices around the globe. A BIT ABOUT US We re Richardson,
More informationTable of Contents. Are You Ready for Digital Transformation? page 04. Take Advantage of This Big Data Opportunity with Cisco and Hortonworks page 06
Table of Contents 01 02 Are You Ready for Digital Transformation? page 04 Take Advantage of This Big Data Opportunity with Cisco and Hortonworks page 06 03 Get Open Access to Your Data and Help Ensure
More informationPerformance Marketing
Agency Overview Performance Marketing Merkle is a global data-driven, technology-enabled performance marketing agency and the largest independent agency in the US for CRM, digital, and search. For more
More informationDigital Commerce Primer for 2016
Gartner for Marketers Digital Commerce Primer for 2016 Jake Sorofman Research Vice President Jennifer Polk Research Director Newbold-Knipp Research Director G00293088 Digital Commerce Primer for 2016 Published:
More informationTHE RETAILER S BLUEPRINT FOR SUCCESS: Enabling Great Customer Experiences
THE RETAILER S BLUEPRINT FOR SUCCESS: Enabling Great Customer Experiences The Retailer s Blueprint for Success: Enabling Great Customer Experiences Retailers today confront challenges that are unprecedented
More informationIBM Service Management Buyer s guide: purchasing criteria. Choose a service management solution that integrates business and IT innovation.
IBM Service Management Buyer s guide: purchasing criteria Choose a service management solution that integrates business and IT innovation. Close the integration gap between business and IT innovation According
More informationHot Vendors TM in Workflow and Content Automation, 2018
Hot Vendors TM in Workflow and Content Automation, 2018 19 October 2018 Research Note 2018-45 Author: Jim Lundy Topic: Workflow and Content Automation Summary Issue: Who are the workflow and content automation
More informationPUTTING THE i IN CRM. Series 1: The Impact to the Sales Team. ebook
PUTTING THE i IN CRM Series 1: The Impact to the Sales Team. ebook Table of Contents Section I Empowering the Individual 3 Section II Management Benefits 6 of Individualized CRM Section III Expanding your
More informationStep-by-step CRM data analytics for sales teams. How to go beyond metrics and find actionable insights to improve sales performance
Step-by-step CRM data analytics for sales teams How to go beyond metrics and find actionable insights to improve sales performance On average, On average, Finding insights is hard don t make it any harder
More informationTHE CUSTOMER EXPANSION PLAYBOOK. Strategies for maximizing customer lifetime value through cross-sell and upsell
THE CUSTOMER EXPANSION PLAYBOOK Strategies for maximizing customer lifetime value through cross-sell and upsell Introduction Revenue generation and customer experience are not mutually exclusive. Increased
More informationChange Management and Adoption for Cloud ERP Prepared by Michael Krigsman February 2012
Change Management and Adoption for Cloud ERP Prepared by Michael Krigsman February 2012 NetSuite sponsored this independent white paper; Asuret does not endorse any vendor s product or service. Cloud computing
More informationthe need to step away from the screen is greater than ever
the need to step away from the screen is greater than ever Key findings include: IT Leaders most need to drive alignment between what their business sets as priority, where IT investments are made, and
More informationEmpowering sellers to drive personal engagement with customers
Microsoft Dynamics 365 for Sales Empowering sellers to drive personal engagement with customers We can use data to make data-driven decisions and communicate to our teams using actual data. Everyone here
More informationCloud Skills and Organizational Influence: How Cloud Skills Are Accelerating the Careers of IT Professionals
White Paper Cloud Skills and Organizational Influence: How Cloud Skills Are Accelerating the Careers of IT Professionals Sponsored by: Microsoft Cushing Anderson May 2017 EXECUTIVE SUMMARY Cloud is becoming
More informationBuilding High-Quality and Complete Product Information
Building High-Quality and Complete Product Information Using Best Practices and Technology Investments to Optimize Product Value WHITE PAPER Prepared for: Copyright Ventana Research 2017 Do Not Redistribute
More informationEVERYTHING YOU NEED TO KNOW ABOUT ACCOUNT BASED MARKETING:
EVERYTHING YOU NEED TO KNOW ABOUT ACCOUNT BASED MARKETING: A B2B Marketer s Guide to Reaching High Value Targets EVERYTHING YOU NEED TO KNOW ABOUT ACCOUNT BASED MARKETING: A B2B MARKETER S GUIDE TO REACHING
More informationEXECUTIVE SUMMARY State of Inbound 2017 AN EBOOK FROM SAGEFROG MARKETING GROUP
EXECUTIVE SUMMARY State of Inbound 2017 AN EBOOK FROM SAGEFROG MARKETING GROUP 1 INTRODUCTION Executive Summary: State of Inbound 2017 Inbound marketing meets the unique needs of the modern consumer in
More informationConsumerizing Service Delivery: Breaking Down Organizational Silos to Deliver Services to a Global, Mobile Workforce
Consumerizing Service Delivery: Breaking Down Organizational Silos to Deliver Services to a Global, Mobile Workforce KAREN ODEGAARD SENIOR MANAGER, Cloud Advisory ACCENTURE S SERVICE LANDSCAPE ACCENTURE
More informationThe Complete Sales Planning Handbook
THE COMPLETE SALES PLANNING HANDBOOK The Complete Sales Planning Handbook What You Need to Know to Build the Right Structure for a Successful Year EBOOK 1 TABLE OF CONTENTS SECTION ONE: BUILDING THE PLAN
More informationAdaptiv Dell Boomi Breakfast Session Accelerate Cloud Integration to Transform Your Business with market leading Dell Boomi
1 of 32 Adaptiv Dell Boomi Breakfast Session Accelerate Cloud Integration to Transform Your Business with market leading Dell Boomi Why Digital Transformation? David Irecki Team Lead, Solutions Consulting
More informationComplete Guide to Configure-Price-Quote Solutions
Complete Guide to Configure-Price-Quote Solutions Transforming Sales with CPQ. Forrester predicts that by 2020, a significant volume of business will be transacted online with digital commerce projected
More informationA Guide to Agile Finance in Banking. A Ha n d book for Innovati on L e ad e r s
A Guide to Agile Finance in Banking A Ha n d book for Innovati on L e ad e r s Contents Introduction When banking CFOs get a chance to meet for lunch, there s more than daily specials on the menu. The
More informationSAP 360 customer. Dominique Blanc Business Architect SAP 29 Mai 2013, SAP Forum
SAP 360 customer Dominique Blanc Business Architect SAP 29 Mai 2013, SAP Forum Agenda Market trends & observations Overview SAP 360 Customer in detail Demo SAP CVI & SAP Insight Conclusion 2013 SAP AG
More informationAccelerate Your Journey To Modern Commerce
A Forrester Consulting Thought Leadership Paper Commissioned By PROS April 2017 Accelerate Your Journey To Modern Commerce Use Dynamic Pricing To Serve Frictionless, Transparent, And Consistent Experiences
More informationT H E B O T T O M L I N E
P R O G R A M : C U S T O M E R R E L A T I O N S H I P M A N A G E M E N T R O I C A S E S T U D Y D O C U M E N T Q 1 1 3 JULY 2 0 1 6 ZENDESK ADROLL A N A L Y S T S Rebecca Wettemann, Barbara Peck T
More informationrunning simpler in a digital economy Driving the transformation to a real-time enterprise Your business technologists.
running simpler in a digital economy Driving the transformation to a real-time enterprise Your business technologists. Powering progress Embracing the digital world The digital economy is developing rapidly
More informationHOW A CRM SOLUTION HELPS SMALL BUSINESSES
Book 3 of 4 HOW A CRM SOLUTION HELPS SMALL BUSINESSES PART OF THE CRM SUCCESS SERIES Introduction LEARNING ABOUT CRM Technology has changed the game for small businesses. Where department size was once
More informationThe Future Moves Fast: Are You Ready to Respond?
The Future Moves Fast: Are You Ready to Respond? Embracing change with confidence: the future of indirect tax Disruption is here. Are you on the right side? In an age of nonstop innovation, simplicity
More informationFive-Star End-User Experiences Require Unified Digital Experience Management
White Paper Five-Star End-User Experiences Require Unified Digital Experience Management Why traditional network and application performance management needs to evolve to support today s digital enterprise.
More informationSoftware Forecast Update, 1H03: Markets Start Their Slow Growth
Forecast Analysis Software Forecast Update, 1H03: Markets Start Their Slow Growth Abstract: Signs of recovery in software purchases are starting to show while indications of further discretionary budget
More informationDeliver All Analytics for All Users Through a Single Product in the Cloud
SAP Solution in Detail SAP BusinessObjects Cloud Deliver All Analytics for All Users Through a Single Product in the Cloud Table of Contents 3 Quick Facts 4 Harness the Cloud for a Brand-New Analytics
More informationEmbracing the Hybrid Cloud using Power BI in CSP. Name Role Group
Embracing the Hybrid Cloud using Power BI in CSP Name Role Group Agenda Cloud Vision & Opportunity What is Power BI Power BI in CSP Power BI in Action Summary Microsoft vision for new era Unified platform
More informationOracle Management Cloud
Oracle Management Cloud Cloud Essentials Autonomously monitor, detect, triage, and proactively resolve issues across hybrid-cloud environments. Oracle Management Cloud represents a new generation of systems
More informationDemand Generation in the Age of Intent
INDUSTRY INSIGHTS Demand Generation in the Age of Intent A Data-based Approach to Fueling Pipeline By Dara Such Modern demand generation is in the midst of a major transformation. Marketers want quality
More informationClient Onboarding Solutions Buy or Build?
Solution Summary Client Onboarding Solutions Buy or Build? Many wealth management firms are scrutinizing their business processes with an eye to automation, since manual processes like client onboarding
More informationHow Legacy Conference Calling Services Like PGI and InterCall Are Getting Bumped Off the Value Curve
White Paper How Legacy Conference Calling Services Like PGI and InterCall Are Getting Bumped Off the Value Curve Contents Introduction....2 Redefining the Value Curve in Audio Conferencing....2 Traditional
More informationSalesforce Lighting Drives Productivity Gains And Reduces Development And Support Costs Transition Pattern: Big Bang Deployment
A Forrester Total Economic Impact TM Study Commissioned By Salesforce July 2018 Salesforce Lighting Drives Productivity Gains And Reduces Development And Support Costs Transition Pattern: Big Bang Deployment
More informationEvaluating Your Digital Experience: Eight Critical Questions. Bolt Innovative Transformations January 8, 2015
Evaluating Your Digital Experience: Eight Critical Questions Bolt Innovative Transformations January 8, 2015 Eight Critical Questions The digital journeys of customers, partners, and employees are central
More informationMid-market technology trends: Leveraging disruption to drive value The Dbriefs Private Companies series Anthony Stephan, Principal, Deloitte
Mid-market technology trends: Leveraging disruption to drive value The Dbriefs Private Companies series Anthony Stephan, Principal, Deloitte Consulting LLP Chris Jackson, Senior Manager, Deloitte Consulting
More informationTECHNOLOGY VISION FOR SALESFORCE
TECHNOLOGY VISION FOR SALESFORCE 2017 CONTENTS INTRODUCTION 3 AI IS THE NEW UI 5 Experience Above All ECOSYSTEM POWER PLAYS 10 Beyond Platforms DESIGN FOR HUMANS 15 Inspire New Behaviors CONCLUSION 20
More informationOVERVIEW MAPR: THE CONVERGED DATA PLATFORM FOR FINANCIAL SERVICES
OVERVIEW MAPR: THE CONVERGED DATA PLATFORM FOR FINANCIAL SERVICES 1 BIG DATA PUT TO WORK IN THE FINANCIAL SERVICES WORLD The strong interlock between digital transformation and big data is driving change
More informationEnabling Self-Service BI Success: TimeXtender s Discovery Hub Bridges the Gap Between Business and IT
Enabling Self-Service BI Success: TimeXtender s Discovery Hub Bridges the Gap Between Business and IT Abstract As data-driven cultures continue to develop and data-driven organizations garner larger segments
More informationDeliver All Analytics for All Users Through a Single Product in the Cloud
SAP Solution in Detail SAP Analytics Cloud Deliver All Analytics for All Users Through a Single Product in the Cloud Table of Contents 3 Quick Facts 4 Harness the Cloud for a Brand-New Analytics Experience
More information2-Step Process to Boost Business Productivity using Real-time Data Virtualization MDM
webinars Data Ninja Webinar Series Sessions covering data virtualization solutions for driving business value 2-Step Process to Boost Business Productivity using Real-time Data Virtualization MDM Speakers
More informationBUSINESS INTELLIGENCE STANDARDIZATION
BUSINESS INTELLIGENCE STANDARDIZATION EXECUTIVE OVERVIEW SAP Thought Leadership SAP BusinessObjects Business Intelligence Solutions BUSINESS INTELLIGENCE STANDARDIZATION This paper gives an overview of
More information2014 Investment Management Marketing Plan
2014 Last updated: 3/18/2014 Page 1 TABLE OF CONTENTS Marketing Strategy 1. Background Information 2. Strategic Goals for 2014 3. Solution Messaging Sales Enablement 1. Presentations 2. Inside Sales 3.
More informationBusiness Innovation Through Mobility
Business Innovation Through Mobility Acceleration of Mobility 4 people are born every second 40 mobile devices sold every second Mobility Creates Real Opportunities for Business Development Product Innovation
More informationSMALL BUSINESS, BIG IMPACT HOW TO PUNCH ABOVE YOUR WEIGHT
SMALL BUSINESS, BIG IMPACT HOW TO PUNCH ABOVE YOUR WEIGHT Introduction The Landscape is Changing For decades, being the little guy has been a disadvantage, but not anymore. Technology has changed the game
More informationHow to Sell Marketing Automation to Executives
How to Sell Marketing Automation to Executives 1 MODERN MARKETING IS POWERED BY MARKETING AUTOMATION You know you can t excel at marketing using email blasts and spreadsheets. You need marketing automation.
More informationCUSTOMER DATA PLATFORM OR MARKETING AUTOMATION WHAT DO YOU REALLY NEED?
CUSTOMER DATA PLATFORM OR MARKETING AUTOMATION WHAT DO YOU REALLY NEED? DATA IS OUTPACING AUTOMATION In the mid-2000s, marketing automation evolved to help digital marketers automate repetitive tasks such
More informationHarnessing the Power of IBM Business Analytics Through Application Specific Licensing
Harnessing the Power of IBM Business Analytics Through Application Specific Licensing David Albert WW ASL Business Development and Technical Manager Business Analytics Business Analytics software Agenda
More informationThe real story about third-party support.
2018 IMPACT STUDY The real story about third-party support. An executive summary of 70 Client Case Studies Validated by Nucleus Research Introduction Independent Analysis Confirms Up to 90% Savings Third-party
More informationMarketing Automation and CRM Integration. How and Why Marketing Automation and CRM Integration is Necessary for Success
Marketing Automation and CRM Integration How and Why Marketing Automation and CRM Integration is Necessary for Success The single most important criteria for sales and marketing success is the alignment
More information45% of bank customers today regularly interact with their institution through a mobile channel.
/09/20/2013 BANKING AND THE CONNECTED CUSTOMER BUSINESS MODELS ARE CHANGING Multiple industries, including financial services, are undergoing transformations of their underlying business models. These
More informationAgenda Overview for Marketing Management, 2015
G00270720 Agenda Overview for Marketing Management, 2015 Published: 18 December 2014 Analyst(s): Richard Fouts Increased participation in strategic business decisions and an evolving organization put new
More informationHow to Beat the Competition Through Effective Sales Forecasting
How to Beat the Competition Through Effective Sales Forecasting For decades, businesses have optimized the manufacturing process by improving supply chain and operational productivity, while underinvesting
More information