Oracle Open World 2014: Focus on Cloud CRM

Kate Leggett

This is my fifth time attending Oracle OpenWorld in as many years. The show, held on September 28-October 2 in San Francisco, drew a large crowd this year, topping 60,000 attendees from over 145 countries. I spent my time at the CX Central conference-within-a-conference, dedicated to Oracle's Sales, Service and Marketing cloud. I went to high-level vision sessions, road map sessions, and customer testimonials. I also spent a lot of time talking to systems integrators that have recently deployed these solutions. My impressions of this year are mixed. Here is why:

  • Oracle has deeply solidified its customer experience messaging. The vendor explains the importance on being focused on customer experiences that are in-line with customer expectations through the entire customer engagement journey, from researching to buying to using, and how few companies are doing a good job at delivering on expectations — a point that Forrester backs with a tremendous amount of research and data. Each session I attended led with a quick recap on the importance and value of delivering good CX, and this consistency was much appreciated.
  • There was an over-emphasis on technology as opposed to the business value that Oracle’s CRM solutions deliver. The banners and posters were about infrastructure, platform, cloud. Customer case studies were about “30% less customization; “20% greater efficiency; 40% faster.” What I found missing was the business value for the customer, articulated in better experiences that impacted top-line revenue.
Read more

Symantec No Longer Wants To Be The Company Where Good Software Goes To Live A Life Of Quiet Desperation

Stephanie Balaouras

Yesterday, Symantec announced that it too was ordering up a bowl of the organizational strategy du jour and splitting itself into two independent, publicly traded companies, one focusing on security and the other on information management.

I have doubts whether simply splitting in two can spark innovation after nine years of gobbling up gargantuan (I still miss you, Veritas) and small vendors alike with little to show for it but operational indigestion. But I suppose anything is better than changing CEOs as frequently as I change the oil in my car and standing by and watching CISOs turn to completely new security brands as their trusted advisor. And there is this little matter of how mobile, social, cloud, and big data are completely transforming not only the way digital businesses compete and serve their customers but how technology vendors themselves deliver their own solutions and engage with their clients -- and Symantec isn't leading the charge in any of those market shifts.

Read more

Security & Risk Analyst Spotlight Podcast With Heidi Shey

Stephanie Balaouras

October has arrived and it's time for what is becoming a fan-favorite series here at Forrester: the Security & Risk Analyst Spotlight Podcast featured in our bimonthly newsletter.  This month, we're featuring 8-year Forrester veteran and analyst Heidi Shey, one of our leading analysts on data security and privacy. You'll hear some great insights from Heidi on clients' top challenges, surprising research findings, and upcoming research and vendors to watch. To download the MP3 version of the podcast, please click Read more

Weebly Gives Digital Professionals The Freedom Of An iPad

Ted Schadler
I recently gave a speech about the impact of mobile on (all) commerce at a national retailer. To 450 terribly enthusiastic and mostly millennial employees celebrating a great eCommerce month. When I looked out at this horde of digital professionals -- merchandisers and marketers, designers and developers, writers and editors, testers and analyzers, the list goes on -- I realized that they are the operators of our digital experiences.
 
They are passionate about great digital experiences. But they have mostly crappy browser tools to do their job. In fact, every one of our planet's one billion websites is managed by someone using mostly crappy tools.
 
When I looked at at the throng of digital professionals, I suddenly realized they deserved some digital experience love, too. They deserved better digital tools. On any device. After all, they live out their working weeks in front of screens so that we, their customers, get great digital experiences. But today, the state of the art in browser design tools looks like scaffolding on a building where the result is unveiled at the end. It's anything but fun.
 
Weebly, supplier and hoster of 25 million content and commerce websites serving 200 million unique visitors monthly, decided to unshackle its digital professional customers from the tyrany of the browser and desktop. It built a native iPad app on iOS 8 to help them build and manage websites from anywhere at anytime. Weebly's digital professionals are now mobile. And that will lead them to be more in touch with the mobile moments of their customers, hence more able to serve them in their moments of need.
 
Read more

Introducing The Enterprise Mobile Management (EMM) Wave

Christian Kane

Last week we published the new Forrester Wave™: Enterprise Mobile Management, Q3 2014, evaluating 15 of the vendors emerging to help organizations transform and enable their workforce with a greater set of mobile tools. 

 

Why now

We're witnessing the mobile mind shift — an expectation that workers can be productive whenever, wherever they are. There's a surge of innovation in mobile technology as a part of broader business transformation to ensure that employees have access to the information they need to better serve customers during these critical mobile moments. Technology leaders have quickly seen the value of EMM solutions to ensure that employees have safe and reliable access to mobile devices and apps.

 

Beyond MDM

Mobile device management (MDM) is the common technology used by enterprises to enable their workforce to obtain the right access on their mobile devices. However, early solutions were only able to meet companies' very basic security and management needs for mobility. As business needs mature and employees demand more data access and mobile applications, vendors are adding mobile application management (MAM), secure containers and collaboration apps, secure network gateways, and more to their MDM solutions to create more comprehensive EMM suites to address these needs. 

Read more

Disruption Coming For MDM - The Hub of Context

Michele Goetz

Spending time at the MDM/DG Summit in NYC this week demonstrated the wide spectrum of MDM implementations and stories out in the market.  It certainly coincides with our upcoming MDM inquriry analysis where:

  • Big data is influencing MDM strategies and plans
  • Moving from MDM silos to enterprise MDM hubs
  • Linking MDM to business outcomes and initiatives
  • Cloud, cloud, cloud
Read more

Leverage the Power Of Proactive Chat For Predictive Engagement

Kate Leggett

Chat as a customer engagement channel is being used more widely today than ever before. All demographics use it widely, even the Older Boomers (ages 57 to 67) and the Golden Generation (ages 68+). Users are satisfied with chat interactions as they can be less painful than a phone call or a self-service session gone awry. Proactive chat  — triggering of chat invitations based on a predefined set of visitor behaviors - is also on the rise, with 44% of  US online consumers saying that they like having a chat invitation appear to help answer questions during an online research or purchase, up from 33% in 2012 and 27% in 2009.

Read more

Free Enterprise Software On The Horizon

Nigel Fenwick

Free software in exchange for dataHubSpot's announcement of a free CRM suite coming in 2015 may be a harbinger of change for CIOs.

The digital economy is different from the economy of our parents' generation: Everything moves faster; customer expectations evolve almost overnight; new digitally enabled products open new opportunities; companies can scale at a pace that would have been impossible twenty years ago; and data has tangible value.

Now that companies like Salesforce.com have proven the cloud-based software model, CIOs embrace software-as-a-service (SaaS) as a viable option. The idea of paying for only what you use entices CIOs as budgets are squeezed. With a SaaS model it is much easier for CIOs to pass along software costs to each business unit P&L or departmental budget.

But why would a rapidly growing company like HubSpot — a provider of inbound marketing tools to the SMB market — launch a new CRM solution as a “freemium” offering?

The answer lies in one of the key changes brought about by the digital economy: Customer acquisition trumps revenue generation when establishing a digital business — revenue generation will come later and not necessarily from traditional sources.

Read more

Five Unique Customer Benefits Of The SaaS Model: Learnings From Workday Customers

Liz Herbert
Clients tell us they are turning to SaaS not so much for cost savings but primarily for greater business results: greater business agility and improved collaboration inside and outside the enterprise. But, what can SaaS applications provide that traditional, single tenant applications cannot?
 
At last week’s Workday Technology Summit, we heard firsthand from some major brands about the unique benefits they are achieving from using a SaaS solution:
 
1. Continuous innovation. Workday customers talked about two components to this benefit: 1) seamless, frequent, automatic upgrades and 2) ability to deploy changes quickly into your live environment.  
 
Read more

Categories:

Age Of The Citizen: Empowered Citizens Drive Change In Government

Jennifer Belissent, Ph.D.

When I was in high school – and admittedly that was quite a while ago — my neighbor quit his job as an insurance salesman to go into the car phone business. My mother couldn’t understand why someone would give up a good, stable job to sell something that she couldn’t imagine anyone ever using. Who would use a car phone? Why would anyone talk on the phone in a car? 

Fast forward a few years… (OK, a few more than a few)… and most of us can’t imagine not having our phone with us. We use our phone everywhere… And, yes, according to Forrester’s 2013 Consumer Technographics survey, 68% of US online adults use their phone in the car, and 48% even use their phone from the bathroom. Who’s guilty?! As for my mother, she has still never used an ATM card at a bank and still writes checks for cash at the grocery store, but she DOES have a cell phone and just might have used it in the car once or twice.

Read more