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VMware Targets I&O Buyers With Hybrid Cloud Service

Posted by Dave Bartoletti on May 21, 2013

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VMware pulled back the curtain on its vCloud Hybrid Service today. The concept of a hybrid cloud isn't new, but there are as many definitions of it as there are for cloud itself. Indeed, the beauty of cloud really is in the eye of the beholder, and it's important to align beauty with its beholders. Forrester defines hybrid cloud as a cloud service connected to any other corporate resource. That means most enterprises are hybrid today - if you have at least one SaaS app connected to anything in your data center, you're hybrid.

Today, VMware set out its definition of hybrid: An extension of the virtualized corporate data center. The beholders here are the infrastructure and operations (I&O) teams who've spent years virtualizing and optimizing a range of corporate apps. These pros haven't been the main drivers of public cloud in the enterprise so far; business-unit-aligned developers have. And the tension between the two is growing. Developers want to build faster, deploy quickly, and forget about infrastructure management, so they start with public cloud: cheap, fast, and easy. But I&O teams want to drive more value and efficiency from existing infrastructure by selectively moving apps (or the scalable parts of apps) off premises to take advantage of cloud’s elasticity and pay-per-use economics. They look at cloud as an extension of the corporate data center, and the vCloud Hybrid Service is designed for them first. Both perspectives make sense and both approaches to cloud can drive value.

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Make no mistake - IBM’s Watson (and others) provide the *illusion* of cognitive computing

Posted by John Brand on May 21, 2013

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IBM has just announced that one of Australia’s “big four” banks, the ANZ, will adopt the IBM Watson technology in their wealth management division for customer service and engagement. Australia has always been an early adopter of new technologies but I’d also like to think that we’re a little smarter and savvier than your average geek back in high school in 1982.

IBM’s Watson announcement is significant, not necessarily because of the sophistication of the Watson technology, but because of IBM's ability to successfully market the Watson concept.   

To take us all back a little, the term ‘cognitive computing’ emerged in response to the failings of what was once termed ‘artificial intelligence’. Though the underlying concepts have been around for 50 years or more, AI remains a niche and specialist market with limited applications and a significant trail of failed or aborted projects. That’s not to say that we haven’t seen some sophisticated algorithmic based systems evolve. There’s already a good portfolio of large scale, deep analytic systems developed in the areas of fraud, risk, forensics, medicine, physics and more.

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Marketing Innovation Culture Assessment Survey

Posted by Bert Dumars on May 21, 2013

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My first report on marketing innovation cultures published last week. It includes four case studies from Nestlé, Chick-fil-A, Skinnygirl Cocktails, and 7-Eleven. The report also introduces four categories of marketing innovation cultures: risk-averse, pragmatic, experimenter, and customer-obsessed. 

The follow-on report will focus on how to assess your organization’s current marketing innovation culture and what it takes to migrate from where you are today to where you want to be tomorrow. Whether you have a risk-averse, pragmatic, experimenter, or customer-obsessed marketing innovation culture, your insights are critical to this research. 

I have developed a short (5 to 10 minute), anonymous survey on assessing your marketing innovation culture. The more responses I receive, the more insightful and valuable the report will be for you. Everyone who takes the survey will receive a summary of the results if they choose to provide their email address at the end of the survey (optional).

Please take the survey today, and forward it to any of your colleagues or peers you feel could add insight into this topic.

Categories:

  • B2C marketing
  • Brand marketing
  • Marketing innovation

How To Calculate The ROI of CRM

Posted by William Band on May 21, 2013

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My clients ask for help quantifying the financial impacts of implementing a CRM technology solution. CRM initiatives must not only be technically sound but must answer the question, "What will we get for our money?"

In my new report – Quantify The Business Value of CRM – I provide an overview of Forester’s Total Economic Impact (TEI) methodology and how to use it calculate whether the benefits to be derived from investing in a CRM solution will be greater than the costs

The first step is to estimate how investing in a CRM solution will help grow revenues, cut operating costs, and boost IT efficiencies:

  •  Power up the revenue engine. You need to define the objectives associated with increasing revenue. Can you capture more of our current customers' spending on your product category (capturing larger share of wallet)? Can you improve your product mix value by encouraging more sales of higher-margin products? Can you improve price realization by better matching discounting policies to the appropriate customer groups? Will your CRM initiative help you increase the average length of our customer relationships by reducing irritants that cause attrition? Will you be able to attract profitable new customers?
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Categories:

  • CRM; customer service; BPM; SCRM; CRM deployment; customer experience; CX; TEI

Xbox One Wins The Launch Wars Hands Down

Posted by James McQuivey on May 21, 2013

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Folks, this one is going to be short because it's the easiest case I've ever made. Microsoft wins the next-gen game console launch wars by launching something that the company doesn't even call a console. Where Nintendo offered us a tablet to accompany the millions we had already bought and Sony then offered us a box that we couldn't even see, Microsoft has trumped them both by delivering the Xbox One. Let's tally up the points:

  • The name. Wii U means something, I'm sure, to someone. PS4 means "we like the past and want to extend it." Xbox One takes a bolder and more important stand by saying, "It's time to reboot the whole category." This is beautifully illustrated in the way that the Xbox presenters never referred to Xbox One as a game console. It is an All In One Home Entertainment System.
  • The reveal. PS4 famously flopped its launch by hiding the console entirely. That would have been fine last generation, maybe. But this generation comes in the post-Steve Jobs era where the device and its price are shown. Microsoft debuted the box, the new Kinect, and the new controller in the first 60 seconds of the event.
  • The scope. Wii U and PS4 both promise to provide access to video and other interesting media experiences. Xbox One actually delivers those things in the most satisfying and complete way anyone other than TiVo has done so far, letting you switch from gaming to TV to movies to web browsing with simple voice commands and practically no waiting.
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Categories:

  • Kinect
  • Microsoft
  • Xbox
  • gaming

Workforce Experience and Customer Experience: Two Sides Of The Same Coin

Posted by Simon Yates on May 21, 2013

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In case you haven’t noticed, the world of work is changing – people are more mobile, teams are more virtual, organizational structures are more fluid, work hours are more flexible, and offices have more ping-pong tables, latte machines and bring-your-dog to work days. In exchange for the more casual and flexible approach to when, where and how we do our jobs, we put in more hours whether they are accounted for or not. We write emails at the dinner table, work on weekends, travel more, and maybe accept lower pay and reduced benefits in exchange for a better work/life balance. Despite the tradeoffs, it seems to work for everyone. We get the flexibility we need and our employers get workers who are more engaged , more productive and better able to create and deliver meaningful value to customers. Over the last year or so, TJ Keitt and I havebeen leading research into workforce experience and IT's role in supporting a changing work environment and how to measure workforce experience.  

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Categories:

  • Workforce Experience
  • customer experience design
  • employee engagement
  • workplace

Highlights From The Future Of Consumer Intelligence Event

Posted by Gina Sverdlov on May 21, 2013

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Last week, I had the pleasure of attending the Future of Consumer Intelligence conference in San Francisco. This week, when I reflect back on the conference topics and energy, I realize how fitting San Francisco was as the location of the event: Much like the essence of the city itself, the conference speakers and attendees showed ingenuity and optimism around the challenges and opportunities that the market research industry faces. I also thought about the same conference that I attended last May (IIR Market Research Technology Event 2012) and the key themes that I gathered and blogged about: Big data is here, integrating survey and behavioral data is powerful, and behavioral economics has huge implications for market research. For me, the big difference between last year’s conference and this year’s is this: A year ago, market insight professionals were sizing up their challenges with the future of market research. This year, they are taking the bull by the horns and embracing both the challenges and opportunities that technology in market research presents. Here are the main themes I gathered from the event:

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Categories:

  • Market research
  • consumer intelligence
  • customer intelligence
  • market research industry

Just Published: The Forrester Wave Marketing Mix Modeling Providers Q2 2013

Posted by Tina Moffett on May 21, 2013

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Marketing professionals are more and more accountable for proving value, and making investment recommendations and decisions, based on business and marketing performance. Marketing mix modeling is quickly being adopted across different industries as the preferred way to measure, forecast, optimize, and plan marketing budgets. 

Today, I am pleased to announce the publication of The Forrester Wave™: Marketing Mix Modeling, Q2 2013. This evaluation is a result of countless hours of vendor reviews and assessments, in-person briefing reviews, customer calls, fact-checking, and intensive research work. This Forrester Wave will help firms create a shortlist of providers, based on their unique business needs.

After long days and nights, I am glad to share with you the key takeaways that emerged from the Forrester Marketing Mix Modeling Wave:

  • Wide arrays of firms are adapting marketing mix modeling. Marketing mix modeling is the traditional approach to uncover value and build a marketing plan for consumer packaged goods companies. However, other industries, including financial services and retail, are quickly taking an interest in adopting this approach because they need a more scientific, holistic way to understand marketing and business performance. As a result, we see an upsurge in adoption across different industries.
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Categories:

  • Business Planning
  • Marketing Insights
  • Marketing Mix Modeling
  • Marketing Mix Optimization
  • Measurement
  • marketing planning

How the Mobile Mind Shift is different in Europe

Posted by Josh Bernoff on May 21, 2013

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As we published last month, people are in the midst of making a Mobile Mind Shift:

The expectation that any desired information or service is available, on any appropriate device, in context, at your moment of need.

Our research on the Mobile Mind Shift and our global surveys allow us to examine in detail how attitudes and behaviors are shifting around the world. While the shift is undeniable and is rapidly accelerating, the regional variations are fascinating.

In a speech today at the Forrester Marketing Leadership Forum EMEA, I revealed that Europeans are, in general, behind Americans on the Mobile Mind Shift. Here's a slide from that speech, showing the spread between Europe and the US:

US Europe spread
 

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Categories:

  • Mobile Mind Shift
  • mobile

Marketing Performance Management Is Operationally Proficient But Strategically Stalled

Posted by Laura Ramos on May 20, 2013

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Last month, together with the ITSMA and VisionEdge Marketing (VEM), Forrester launched a research study to understand whether business-to-business (B2B) marketers have become more proficient in using marketing metrics and analytics to inform marketing decisions, predict buyer behavior, improve marketing performance, and help their firms better analyze markets and forecast trends.

This is the 12th year that VEM has undertaken this research, and we were pleased to be a part of such a rich legacy. The 2013 MPM Survey captured input from more than 400 respondents, helping us uncover valuable insights on the performance measurement and management challenges marketers face today.

Depending on which side you stand on the executive debate about how to assess the value of marketing to your organization, the findings of this year's study may (or may not) surprise you.

Even though marketing measurement has become more automated and operationally commonplace, B2B marketers continue to struggle to prove marketing's contribution to the business instead of using metrics and performance management to improve it. One of the most telling findings that leads us to this conclusion is the percentage of executive peers reported to use marketing data to make strategic decisions — as revealed by marketers themselves.

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Categories:

  • B2B marketing
  • B2B marketing trends
  • Marketing Measurement
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