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7 Ways to Fatten Your Social Media Monitoring Payback December 29, 2010 
Monitoring online conversation can provide insights that are relevant to a range of functions and activities, and that drive different types of value to a company. Companies need to understand what these sources of value are and then design their social media monitoring program so that the findings are applied efficiently to create that value.
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The 10-Year Itch December 22, 2010 
"Call rewrite!" That's what they said in the olden days on movie sets when the script needed doctoring. It's also what the technology industry metaphorically does about every 10 years. We rewrite much of what we've been relying on for information processing because the accumulation of new technologies over the previous decade has made our current batch of gear and applications uncompetitive.
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Visions of Behavioral Analytics Dance in Marketers' Heads December 21, 2010 
There are two types of behavioral analytics. The first kind is "aggregate" analytics. This is what you can see when pulling reports from an Omniture or Webtrends. It shows you things like how many impressions, how many pages viewed on your website, which pages are most popular, or even the path a prospect takes while reviewing your site. It can also show you the companies that are looking at your site.
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TreeHouse Spruces Up Marketing, Builds Analytics Addition December 03, 2010 
Among the many announcements that will no doubt be emanating from Salesforce.com's Dreamforce conference next week will be this: TreeHouse Interactive, a SaaS partner relationship management provider, will join AppExchange. When it does, it will provide the first independent PRM offering on the site, outside of Salesforce.com's own PRM functionality.
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Here Comes a New Generation of Cloud IT Analytics November 12, 2010 
As I reported in this space earlier this year, a growing number of IT professionals are putting aside their apprehensions about Software as a Service and cloud computing, and investigating how they can utilize these "on-demand" solutions to address their day-to-day IT management requirements.
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The Fascinating Things Web Crawlers Can Tell You November 04, 2010 
Have you ever held a magnifying glass to your computer monitor and counted the pixels one by one? That's the level of detail revealed about your website by search engine crawlers: every word, title, image, meta tag and load time for every page. They know more about your site than you do.
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Analytics: The Spark That Lights the Social CRM Fire November 03, 2010 
A lot of information is coming together this quarter that begins to put a new spin on social CRM. While we've all been busy getting networked in our personal lives and professionally, a huge mountain of data has been accumulating that will make our work in social technology more valuable.
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Helping Those Who Help Themselves November 01, 2010 
Online consumers are more demanding than ever. They have little, if any, tolerance for website issues, poor site design or longer-than-necessary processes. For organizations with e-commerce channels, this leaves little margin for error. In fact, research indicates that when saddled with an unsatisfying online experience, visitors are likely to abandon their transactions and take their business elsewhere.
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The Secret Ingredients of a Best-in-Class Contact Center October 26, 2010 
Based on the findings of the Competitive Framework and interviews with end-users, Aberdeen's analysis of the Best-in-Class demonstrates that the success of the contact center strategy depends on a combination of specific capabilities and technology enablers. Aberdeen's research has identified several capabilities that Best-in-Class companies leverage in order to achieve elevated operational performance.
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Monetizing Mobile Traffic Takes Mobile Data Intelligence September 28, 2010 
Mobile operators are facing a revenue dilemma these days. The numbers may vary according to which research you read, but the conclusion is the same: Data revenues are not even close to meeting escalating usage patterns. By way of example, AT&T estimates that mobile data traffic grew 50-fold between 2006 and 2009. Nokia Siemens, for its part, predicts it will increase 300-fold over the next five years.
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Roambi Mobile BI Walks a Narrow Line but Digs Deep September 24, 2010 
Many mobile apps for CRM tend to deliver comprehensive versions of the original application. For example, one can use the mobile Salesforce.com app on a mobile device to carry out just about any CRM-related function that's possible using the enterprise version on a PC -- from monitoring the pipeline to contacting a lead. Not so with Mellmo's Roambi ES3.
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At Oracle OpenWorld, the Sale's the Thing September 22, 2010 
I don't know how much Oracle spends on research and development each year. I know the biggest piece is being spent on CRM these days, something that warms my heart. The R&D number is in the billions of dollars, and though I cannot confirm it easily, the number seven seems about it. Judging by the turnout and the number and quality of sessions available at Oracle OpenWorld this week, the billions are well-spent.
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IBM's $1.7B Netezza Acquisition May Not Be Done Deal September 20, 2010 
IBM has made a $1.7 billion offer to acquire Netezza, a data warehouse specialist that allows users to analyze huge amounts of data very quickly by integrating hardware
with analytics applications. Since IBM announced its offer, Netezza's stock price has risen past the $27 per share price it reflects.
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SAP Launches a Slew of Speedier Analytics Apps September 15, 2010 
SAP has stepped up its analytics offerings with the launch of a family of industry-specific BusinessObjects applications, many of which were co-designed with users. SAP Co-CEO Bill McDermott introduced the analytic offerings at DEMO Fall 2010 on Tuesday, joined by a slew of early adopter customers who discussed their experiences with the tools.
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Analytics and Social CRM: Parallel Evolution? August 26, 2010 
Social CRM has earned widespread appreciation as a real business tool. It's no longer an idea or a theory or a hunch. However, it's still a new idea, and many are approaching it with trepidation because its impact on the bottom line is not yet well understood. I don't believe there's a single set of best practices for succeeding in Social CRM.
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Nokia Picks Up Analytics Firm for App Market Insight August 20, 2010 
Nokia on Friday announced that it will purchase San Francisco-based mobile analytics firm Motally. The Finnish mobile phone giant did not disclose what it's paying for Motally, but it said the transaction is scheduled to close in the third quarter. The purchase is aimed at helping Nokia, which is losing ground in the mobile device market, claw its way back up.
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3 Trends That Will Shape CRM Evolution in the Year to Come August 05, 2010 
This year, the CRM Evolution event was true to its name. The organization of the show reflected the way thinking about CRM has changed over the years, with a breakdown into three tracks: CRM, Social CRM and Deployment Strategies. Really, the tracks parallel the state of CRM for its users -- or rather, where users are on their CRM journeys.
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That Cute Android Wallpaper May Be Sending Your Data to China July 30, 2010 
Personal data about millions of Android users could be sent to a mysterious Chinese website thanks to a set of wallpaper apps in the Android Market. That's according to mobile security firm Lookout, which discovered the questionable apps as part of its new App Genome Project.
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Mining the Contact Center for BI Gems July 23, 2010 
The use of analytics in contact centers enables management to extract critical business intelligence that would otherwise be lost. By analyzing and categorizing recorded conversations between companies and their customers, useful information can be discovered relating to strategy, product, process, customer satisfaction/retention, and operational issues.
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The Cloud's Answer to the Knowledge Management Challenge July 09, 2010 
One of the most vexing problems facing organizations for years has been knowledge management. In the past, the task of capturing, organizing and disseminating valuable information so it could be properly utilized by end-users and business executives was an herculean effort that produced limited results. Today's cloud computing movement offers exciting opportunities to remedy those age-old challenges.
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