Planes, Pains, and Multichannel Engagement

Recently on a cross-country flight, I was just waking up when the flight attendant asked me what I wanted for lunch. She was a little annoyed because I kept her waiting while I  looked  through the magazine for food choices, and gummed up the whole works. And who could blame her for being annoyed? She had a whole bunch of people to get serve. I made a hasty selection and mistakenly picked the healthy snack box (organic pumpkinflas granola and apple slices instead of pepperoni and a chocolate chip cookie).

About an hour later, I had some serious hunger pains and would have killed for one of those old-school gummy chicken casserole airline dinners.

What would have solved this? A proper online engagement architecture, naturally. I usually print my boarding passes out ahead of time. So why doesn’t an airline print out the food choices under the boarding pass, or distribute via mobile devices as people increasingly use them for check-in? The airlines could provide other information, too, like how full the flight is, and whether NBC in the Sky will show something good like “The Office” or something not-so-good like “The Marriage Ref”.

So, what’s the problem? Content management and delivery systems aren’t unified.  There are all kinds of opportunities to present rich, consistent, engaging multichannel experiences by integrating technologies such as content management, customer relationship management, document output management, email campaign management, and others. But these are still siloed, due to legacy issues as well as market dynamics (there is no unified solution on the market).

Read more

The Inside Scoop On How The CRM Vendors Stack Up

The most frequent question I get every day is, “What is the best CRM technology solution for my company?” To respond, I worked with a team of five other Forrester analysts (Boris Evelson, Rob Karel, Jim Kobielus, Craig Le Clair, and Roy Wildeman) to evaluate 19 leading CRM solutions against more than 500 product feature, platform, and market presence criteria. Here’s a sneak peek at the key findings from two new reports: “The Forrester WaveTM: CRM Suites For Large Organizations”, and “The Forrester WaveTM: CRM Suites for Midsized Organizations”.

Oracle Siebel CRM and SAP CRM still offer the most complete solutions, with improved usability. SAP has been steadily working to fill out its CRM offering, resulting in end-to-end process integration support that no longer comes at the expense of missing CRM functionality. Meanwhile, Oracle Siebel CRM is still the most full-featured CRM solution, with a breadth and depth of functionality for many industry verticals. Both vendors have moved to address key complaints: poor usability, high cost, and long implementation times. Siebel 8.1 features the Siebel User Interface, which can be highly personalized and is task-driven. The SAP CRM 7.0 UI is flexible to support varying roles and offers drag-and-drop personalization that allows any section of any page to be rearranged by the end user. Both vendors are working to lower total cost of ownership (TCO) for their customers by introducing more preintegrations with other solutions from within their respective corporate families and offering “rapid implementation” methodologies and tools to reduce upgrade costs.

Read more