One Large Step for Customer Experience: Lithium Announces A Social CRM /Customer Service Solution

Natalie L. Petouhoff, Ph.D. By Dr. Natalie Petouhoff

If you follow me on Twitter (@drnatalie) you have seen the on going conversation around whether Social CRM and Customer Service actually exists or if it is a fantasy.


Paul Greenberg has put his final stake in the ground on defining what Social CRM means- You can read more on the post that drove a huge discussion.The debate centers around alot of things - whether CRM is a strategy, a process, a technology. At the end of the day, most agree that its an all inclusive way of building relationships with your customers. Bill Band, Vice President and Principle Analyst at Forrester, has written about Social CRM in his ever popular doc CRM 2.0: Fantasy or Reality?

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Oracle and SAP Implementation Providers’ References Tell A Similar Story

In a recent study of SAP Implementation providers, Forrester surveyed 154 SAP Implementation client references. The results? Clients were most satisfied with the transparency of cost and pricing models as well as the technical knowledge of providers and least satisfied with the provider’s methodology for measuring business benefits, end user and IT Training, skill transfer capability and change management.

In another recent study including 139 Oracle client references, the satisfaction ratings were strikingly similar. That’s not surprising as companies report that service provider’s continue to grapple with the same age old set of challenges, regardless of the platform being implemented.

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To paraphrase JFK...

Christopher Mines [Posted by Christopher Mines]

"Don't ask what green can do for IT; ask what IT can do for green."

That's our manifesto for vendors as they survey the opportunity landscape created by the increasing importance of sustainability in corporate strategy and branding.

See our summary and map of the "IT for green" opportunity landscape here.

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BI, Analytics, and CEP: Some Fruitful Potential Follow-Ons from Software AG’s Acquisition of IDS Scheer

James G. Kobielus By James Kobielus

Yes, of course, Software AG is buying IDS Scheer primarily for the latter’s ARIS family of business process management (BPM) tools. I’ll leave it to my Forrester colleagues who focus on BPM--on both the IT and TI sides of the house — to call out the ramifications for Software AG’s positioning in that market.

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Software AG Announces IDS Scheer Acquisition: Is The Tail Wagging The Dog?

By Clay Richardson, Ken Vollmer, and Connie Moore

Only two years after acquiring webMethods, Software AG shakes up the BPM world once again with its announcement to acquire leading process modeling vendor IDS Scheer. Since the webMethods acquisition, Software AG has continued to push the envelope on combining solid human-centricandintegration-centric capabilities under a single vendor roof. With the IDS Scheer acquisition, Software AG is sending an indisputable and clear message to the market: We are a major BPM player, hear us roar! Or should it be, "hear us bark?"

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Software AG Announces IDS Scheer Acquisition: Is The Tail Wagging The Dog?

By Clay Richardson, Ken Vollmer, and Connie Moore

Only two years after acquiring webMethods, Software AG shakes up the BPM world once again with its announcement to acquire leading process modeling vendor IDS Scheer.  Since the webMethods acquisition, Software AG has continued to push the envelope on combining solid human-centric and integration-centric capabilities under a single vendor roof.  With the IDS Scheer acquisition, Software AG is sending an indisputable and clear message to the market:  "We are a major BPM player, hear us roar!"  Or should it be, "hear us bark?"

Big_dog In many ways IDS Scheer has more brand cachet in business process improvement circles than Software AG, leading us to wonder: Is the tail wagging the dog on this deal?  Is Software AG buying IDS Scheer, or is IDS Scheer really buying Software AG?  The truth is that Software AG is buying a global brand that has the potential to completely remake Software AG into a process improvement powerhouse.

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Securing Google's Chrome OS

Office 2010 Backstage: Content + Context = Collaboration

 Ted-Schadler by Ted Schadler

Microsoft announced more details on Office 2010 today. It's a healthy release from my perspective: more, simpler, better, faster, cleaner. But there's an interesting new thing that Microsoft has introduced with this release. They call it "Backstage," but it might be easier to think of it as the context of the document -- everything you need know about it and everything that you can do with it.

At the highest level, Backstage is all the stuff you do once the document has been created: save it, print it, email it, etc. It's also all of the metadata associated with the document: permissions, version history, etc. This makes it much easier for teams to collaborate on documents and for documents to be part of a workflow or business process.

It looks like this:

Backstage

So why does this matter? Three reasons:

  1. The "context" of the document as visible as the contents of the document. It's as if the book just got a cover, a card catalog label, and an availability tracker. Wow. Metadata that matters to anyone who's looking for the document.

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Deduplication Market Undergoes Rapid Changes

Stephanie Balaouras In May, I blogged about NetApp's announced acquisition of deduplication pionneer, Data Domain. The announcement triggered an unsolicted counter-offer from EMC, followed by another counter from NetApp. But after a month of offers, counter-offers and regulatory reviews, EMC ultimately outbid NetApp with an all cash offer of $2.1 billion. I believe that Data Domain would have been a better fit in the current NetApp portfolio; it would have been easier for NetApp to reposition its current VTL as a better fit for large enterprises that still planned to leverage tape. It's also said that more than half of Data Domain's current employees are former NetApp employees so there would have been a clear cultural fit as well.

 

For $2.1 billion, EMC gets Data Domain's more than 3000 customers and 8000 installs but it also gets a product that in my opinion, overlaps with its current Quantum-based disk libraries, the DL1500 and DL3000. In Forrester inquiries and current consulting engagements, Data Domain is regularly up against the EMC DL1500 and DL3000. EMC will need to quickly explain to customers how it plans to position its new Data Domain offerings with its current DL family, both the Quantum- and Falconstor-based DLs as well as its broader data protection portoflio that includes Networker and Avamar - which also offer deduplication.

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An ROI for Social Media: Customer Service Online Communities

Natalie L. Petouhoff, Ph.D. By Dr. Natalie Petouhoff

There's a lot of buzz right now surrounding social media, Twitter, Web 2.0 — and whether there is any business value. My gut said there was... but having a Ph. D. in engineering, I knew that hypothesis needed to stand-up to testing. I began talking to customers, the brave souls who have ventured down the social media path, about what they were observing. None had calculated an ROI, but they could share with me their observations — their benefits, their costs and the risks. I looked for trends.

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