The Future Is Sweet For SugarCRM

Kate Leggett

SugarCRM was kind enough to invite me to its analyst day and conference — a three-day event packed with product, strategy, customer, and partner information. The firm’s focus was clearly on its momentum into the enterprise. Here are my thoughts:

  • The CRM market still has room to grow. Sugar used IDC’s numbers to project CRM market growth: $18.74 billion for 2012, $19.97 billion for 2013, and $21.37 billion for 2014. Even though CRM vendor solutions are mature, the CRM market has not stagnated.
  • The SugarCRM 6.5 product. Today, SugarCRM has 1 million users, has seen 11 million downloads, is used by 80,000 organizations, and has 350 partners on five continents supporting the product. Its newest release focuses on usability and performance enhancements. It offers simplified navigation, an enhanced UI design, a new search framework with integrated full-text search, new calendaring and scheduling capabilities, IBM platform support, and deeper integration with third-party apps. Although the product lacks advanced social features and robust analytics, it does provide solid, well-rounded CRM capabilities.
  • The open source focus. Open source is more than a movement. It provides results by allowing its 30,000-large developer ecosystem to evolve the product in line with customer demand. “Open” is also part of Sugar’s culture — for example, pricing is readily available on its website, and you can try the product for free.
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The New Design-Driven Development Landscape

Michael Facemire

How did we get from single-channel desktop apps…

In the not-too-distant past web-centric software development had a standard workflow between designers and developers.  This was possible because there was a single delivery channel (the web browser) and well-established development constructs. Design patterns like Model-View-Controller had well known coding counterparts such as Java Server Pages, the JSP Standard Template Library or Struts.  But now, the introduction of mobile computing has significantly altered this design-development workflow.  The key disruptor is the need to target multiple mobile devices with a common set(s) of source code. Regardless of whether devs use a single HTML5/CSS3/JS implementation or native implementations on iOS and Android, there’s a greater burden on designer than in the web-centric past.  What’s worse, the success or failure of mobile apps is more dependent on the complete user experience than ever before.  This new reality requires a major shift within development organizations.

…to multi-channel mobile apps?

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Playbook: Achieve Cloud Economics For Operations And Services

John R. Rymer

Cloud computing has reached an inflection point for enterprises — a comprehensive strategy for its use is now required. Until now, most companies had adopted cloud services in an ad hoc fashion, driven mostly by business leaders and developers looking to deliver new systems of engagement they felt could not be delivered by corporate IT — or in the time frame required. These ad hoc experiences prove that cloud solutions are now ready to be strategic resources in enterprise business technology portfolios. Only CIOs can help the business strike the right balance between the agility, efficiency, security, compliance, and integration that's required for a successful cloud strategy.

This research introduces our Playbook approach to our cloud research, describing how to execute an enterprise cloud strategy from vision to planning to implementation through to ongoing optimization. It is the Executive Overview to our Playbook on achieving cloud economics, setting the context for 12 reports by Forrester analysts that address each major phase of the transformation.

Cloud computing in its various forms is helping many CIOs drive greater business responsiveness. Enough so that most enterprises have adopted cloud computing in some form — usually a collection of software-as-a-service offerings. But cloud solutions now offer cost optimization, security, and quality of service for the full range of enterprise requirements, not just tactical needs. Thus, it is time to make cloud strategic, rather than a disconnected set of initiatives. How? CIOs need a playbook to create, implement, and optimize an end-to-end cloud strategy. This cloud strategy must achieve three goals:

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Everything You Wanted To Know But Were Afraid To Ask About BI

Boris Evelson

How does an enterprise — especially a large, global one with multiple product lines and multiple enterprise resource planning (ERP) applications — make sense of operations, logistics, and finances? There’s just too much information for any one person to process. It’s business intelligence (BI) to the rescue! But what is BI, and how does BI differ from reporting and management information systems (MIS)? What is the business impact, and what are the costs versus the benefits? What is the appropriate strategy for implementing BI and achieving continued BI success? Our new report will give business and IT executives an understanding of the four critical phases of strategizing around BI to achieve business goals — or “everything you wanted to know but were afraid to ask” about BI. Here’s a sneak preview of the kinds of topics the report covers and the kinds of BI questions one needs to ask in order to build an effective and efficient enterprise BI environment:

  1. Prepare For Your BI Program
    1. The future of BI is all about agility. IT no longer has exclusive control of BI platforms, tools, and applications; business users demand more empowerment (or make empowered changes without IT involvement), and previously unshakable pillars of the BI foundation such as relational databases are quickly being supplemented with alternative BI platforms. It’s no longer business as usual. Ask yourself:
      1. What are the main business and IT trends driving BI?
      2. What are the latest BI technologies that I need to know about?
      3. What’s out there beyond traditional BI?
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Why Don't Agents Collaborate More Often? It's Been Shown To Increase Call Resolution And Satisfaction Scores

Kate Leggett

Empowering customer service agents with relevant, complete, and accurate answers to customer questions remains one of the major challenges in contact centers today. The past 10 years have seen efficiency and productivity gains squeezed out of the mechanics of routing and queueing a call to the right agent pool, screen-popping the customer information to the agent’s desktop, case management, and workforce optimization. Less attention has been placed on allowing agents to access information and informally collaborate with one another. Its no wonder that more than 70% of the time of an average call is spent locating the right information for the customer.

In many contact centers, content is created by groups of authors who are disconnected from the day-to-day conversations that agents are having with customers and who are unfamiliar with the language and terms that customers use. All content follows the same basic create-edit-publish cycle, irrespective of its usefulness in answering customer questions.

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Progress Software Lowers Its Sights

John R. Rymer

Clay Richardson, Mike Gilpin, and I collaborated on this blog post.

I don’t normally blog in response to news events, but I feel obligated to blog about Progress Software’s strategy shift, announced last week (April 25, 2012). The reason: Before the shift, Progress was an independent alternative to the top-tier vendors of enterprise application platforms (Microsoft, IBM, Oracle, and SAP); after the shift, it is not (see the figure below). Progress will now be a much more narrowly focused, specialist vendor.

Henceforth, Progress will provide its established OpenEdge application development platform (including OpenEdge BPM and a cloud-based version), its DataDirect Connect database drivers and integration tools, and its Apama (complex event processing) and Corticon (business rules management) platforms primarily for financial trading. Progress will no longer provide the following products, seeking to either sell them to other vendors or spin them out as independent companies:

  • Savvion BPM
  • Sonic ESB
  • Actional services management
  • Artix object request broker
  • DataXtend data integration server
  • FuseSource object request broker
  • ObjectStore database
  • Orbacus object request broker
  • Orbix object request broker
  • Shadow host integration products
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Mobile Backend-As-A-Service: The New Lightweight Middleware?

Michael Facemire

It’s no secret that demand for mobile applications is skyrocketing in both the consumer and enterprise space. To meet that demand, application development shops are continually looking for new ways to accelerate development of apps that meet their consumers’ needs. In response, many new ISVs are beginning to offer a set of cloud-based, server-side mobile services to make app development quicker and easier to deploy. ISVs are referring to those services as “mobile backend-as-a-service” (not a particularly good name, but we’ll use it for now). MBaaS offerings sit squarely between the existing platform-as-a-service vendors and the full end-to-end solution space occupied by mobile enterprise/consumer application platforms (see Figure). I’ll go into more detail on the other layers of this mobile service triangle in the future, but for now let’s take a look at the MBaaS space.

Why should I use an MBaaS solution?

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Data Discovery And Exploration - IBM Acquires Vivisimo

Boris Evelson

Today IBM announced its plans to acquire Vivisimo - an enterprise search vendor with big data capabilities. Our research shows that only 1% to 5% of all enterprise data is in a structured, modeled format that fits neatly into enterprise data warehouses (EDWs) and data marts. The rest of enterprise data (and we are not even talking about external data such as social media data, for example) may not be organized into structures that easily fit into relational or multidimensional databases. There’s also a chicken-and-the-egg syndrome going on here. Before you can put your data into a structure, such as a database, you need to understand what’s out there and what structures do or may exist. But in order for you to explore the data in the first place, traditional data integration technologies require some structures to even start the exploration (tables, columns, etc). So how do you explore something without a structure, without a model, and without preconceived notions? That’s where big data exploration and discovery technologies such as Hadoop and Vivisimo come into play. (There are many others vendors in this space as well, including Oracle Endeca, Attivio, and Saffron Technology. While these vendors may not directly compete with Vivisimo and all use different approaches and architectures, the final objective - data discovery - is often the same.) Data exploration and discovery was one of our top 2012 business intelligence predictions. However, it’s only a first step in the full cycle of business intelligence and

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How To Partner With Data Quality Pros To Deliver Better Customer Service Experiences

Kate Leggett

Customer service leaders know that a good customer experience has a quantifiable impact on revenue, as measured by increased rates of repurchase, increased recommendations, and decreased willingness to defect from a brand. They also conceptually understand that clean data is important, but many can’t make the connection between how master data management and data quality investments directly improve customer service metrics. This means that IT initiates data projects more than two-thirds of the time, while data projects that directly affect customer service processes rarely get funded.

 What needs to happen is that customer service leaders have to partner with data management pros — often working within IT — to reframe the conversation. Historically, IT organizations would attempt to drive technology investments with the ambiguous goal of “cleaning dirty customer data” within CRM, customer service, and other applications. Instead of this approach, this team must articulate the impact that poor-quality data has on critical business and customer-facing processes.

To do this, start by taking an inventory of the quality of data that is currently available:

  • Chart the customer service processes that are followed by customer service agents. 80% of customer calls can be attributed to 20% of the issues handled.
  • Understand what customer, product, order, and past customer interaction data are needed to support these processes.
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The North Plains/Xinet Acquisition: Not A DAM Game-Changer

Stephen Powers

Guest post from Researcher Anjali Yakkundi

North Plains, a legacy pure-play digital asset management (DAM) vendor based out of Toronto, Ontario, announced today that it has agreed to buy fellow pure-play DAM vendor Xinet. The DAM market is fragmented and, with a few exceptions (Adobe, Autonomy, EMC, and OpenText), is littered with smaller, proprietary players. We’ve long expected moves in this market, but most of the focus has been on the larger DAM players in the market or the larger content management or customer experience vendors that have no DAM solution (such as IBM).

With this acquisition of Xinet, North Plains moves to become one of the few, if not only, midmarket pure-play DAM player in between the big guns and the pure-play small vendors. What else does North Plains get out of the acquisition?

  • A platform solution aimed at creative professionals. Xinet has found success targeting creative professionals and supporting assets at the beginning of the content life cycle.
  • Increased regional reach. More than many other pure-play North American-based DAM vendors, Xinet targets European and Asian customers. North Plains gains a much more global customer base and will inherit channels partners across the globe. Watch for this to be just the first of many moves to make North Plains a global, pure-play DAM vendor.  
  • A stronghold among advertising agencies. Xinet has penetrated the advertising vertical and counts many of these larger names among its clients. With the acquisition, North Plains gains a foothold into this coveted vertical.
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