Microsoft's Path To Success In The Consumer Mobile Market

Today at Mobile World Congress in Barcelona Microsoft unveiled the next version of its mobile phone software, Windows Phone 7 Series. The name alone is noteworthy because:

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UpLeveling the Conversation: Social CRM Summit Brings Experts and Social Business Insights Together

#SCRM (the hash our group uses to communicate on Twitter) group embodies the very essence of what social media is about: genuine authentic, direct and real conversations. Being a participant and a practitioner, I thought I would share my observations and thoughts... not just at this conference, but what I have seen in the actions and behaviors of this group over the past year or more... And these foreshadow a world that is being created right now as you are reading this...

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Customer Experience Increases the Bottom-Line and Social Media Makes Changing the Customer Experience Easier

91% of executives say customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customers experiences over lower prices and better customer experiences drive higher revenue and profits,—according to Forrester Research .

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The ROI of High-Quality Decision Management Practices

Here now is the broader conceptual model that I promised in the prior blog post. As I said, I built conceptual hooks in my decision support ROI model to address broader requirements for decision automation and decision management.

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More SAP Leadership Changes Announced

Thursday’s announcements of additional SAP leadership changes raise more questions than they answer, but a commitment to changing the direction of the company is clear. SAP announced the departures of John Schwarz, head of the SAP Business Objects unit, and Erwin Gunst, Chief Operating Officer. Gerhard Oswald, Executive Board member in charge of global services and support, assumes the role of COO. In addition, Peter Lorenz has been promoted to Corporate Officer, looking after the SAP SME solutions portfolio. These moves follow the resignation CEO Leo Apotheker a few days ago, as well as the appointments of Bill McDermott and Jim Hagemann Snabe as co-CEOs.

Gunst’s departure, due to health reasons, was expected and was mentioned on Monday in a call with analysts and press. More surprising is the departure of Schwarz, formerly CEO of Business Objects, a respected executive who led the integration of Business Objects following SAP’s acquisition 2 years ago. It is appears that Schwarz’s departure had something to do with his not being named CEO or co-CEO, but the real reasons are likely more complex. SAP appears to be in the midst of a transition to younger and more energetic leadership, and Schwarz’s career may have had limited upside given that Executive Board members are encouraged to retire at age 60 (he’s 59).

The changes are consistent with Chairman and co-founder Hasso Plattner’s return to hands-on leadership of the company. The remaining SAP Executive Board members, co-CEOs McDermott and Snabe, CFO Werner Brandt, COO Oswald, and CTO Vishal Sikka, will be expected to carry out Plattner’s directives to restore the company’s momentum.

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The New Decade Of Advanced Analytics: Roll Over Rocket Scientists!

In his latest podcast, Jim discusses the increasing adoption of more user-friendly data mining tools. This trend, he argues, is helping advanced analytics become a core feature of operational business intelligence (BI) suites.

http://www.forrester.com/role_based/images/author/imported/forresterDotCom/Podcasts/BPA/James%20Kobielus_The%20New%20Decade%20Of%20Advanced%20Analytics%20Roll%20Over%20Rocket%20Scientists!_021010.mp3

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BPM: From Rags to Riches

I recently experienced a real world story that is so reminiscent of the BPM journey from rags to riches that I'm going to start many a BPM stump speech with it. I didn't realize it was so apropos until a friend and colleague, Steve Bullinger, told me that the lunchtime story I shared for grins at an IBM advisory session would be a great way to kick off a keynote. After talking with Clay Richardson today, I realized it would make a pretty interesting blog post too.

So, here goes. True story (and I promise it will relate to BPM):

My 12 year old son, Alexander recently wrote a thriller of a book called The Curse Of The Cottonmouth.  It's a humdinger and in it, one of the characters is a cat named Tabitha. Here's Alexander's rendition of Tabitha:

 

 

Even more recently, Alexander and I visited North Carolina to see Grandmother. My husband drove down separately. As I was returning home, Alexander and I dropped by my sister's grooming shop and animal rescue operation. I briefly mentioned to her that Alexander dreamed of owning a cat like Tabitha, despite the fact that we already have two cats and a super high energy Dalmatian.

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How To Have Fun On A Snowy Day: Tweet Jam With Business Process Pros (#bpmjam)

Wow! What a blast!  I just finished hosting Forrester's first "tweet jam" with Connie Moore, Derek Miers, Jim Kobielus, and Alex Peters.  To my knowledge this was the first time a virtual jam session has been hosted on Twitter by an analyst firm. 

My heart is still racing from the flurry of questions and responses packed into a short two hour window this afternoon. A total of 69 participants generated over 500 tweets around our discussion topic: "Top Challenges Facing Business Process Professionals In 2010".


During the session, we covered a wide array of BPM challenges.  Specific challenges that generated the most tweets included:

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The Superbowl's impact on Sourcing & Vendor Management professionals

As I live in UK, I tend to record major US sporting events and watch them the next day (the Superbowl doesnt start until nearly midnight).  That means I have to avoid the internet, twitter, conversations with US colleagues, etc, for the whole of the following day so I can enjoy the game without knowing the score. One client nearly spoiled it for me by talking about the game in an inquiry, but I managed to shut him up. (I think he understood why).

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Don't Sign Here Please

Visa just announced the expansion of their No Signature program. Citing its "popularity", Visa notes that: "According to a Visa Inc. survey, 69 percent of participants surveyed cited either convenience or speed as the primary reason for using their credit or debit card."  Wow.

What this seems to signal is that Visa, and perhaps the other card brands, feel that they will make more money by eliminating barriers to the sale, such as the 2.2 seconds needed to sign your name, than it would lose in fraudulent transactions, considering this program is for transactions of US$25 or less. Also, it appears that people no longer know how to sign their names.

I have often heard (in low, barely audible whispers) that US consumers were too lazy to care about security, which is why the US will probably never have CHIP and PIN transactions for enhanced credit card authentication.  We Americans are too darn busy to push 4 numbers on a key pad (4.3 second).  This drives folks in the other parts of the world crazy as they are in love with CHIP and PIN and, mistakenly, think that this technology eliminates all transaction risk.  CHIP and PIN cards still have a mag stripe that can be scanned, and skimming is still a problem. It's a great authentication method, however, and would really help reduce some of the smaller, card-present CC frauds were we to adopt it.

Americans need more paranoia about credit card theft. We are much more likely to suffer some type of credit card fraud or be affected by a major credit card breach than a terrorist attack, but for some reason we are unwilling to punch in a few numbers to help protect ourselves.

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