Analyst Perspectives

The stakes have never been higher for suppliers of interactive business intelligence. Our benchmark research on business analytics finds that businesses overwhelmingly (89% of participants) want simpler analytics and metrics, and usability (57%) and functionality (47%) are the two most important evaluation criteria according to our Value Index vendor and product assessment methodology. In addition our business analytics research, 38 percent said that accessing analytics and metrics via mobile...

MicroStrategy, one of the largest independent vendors of business intelligence (BI) software, recently held its annual user conference, which I attended with some of my colleagues and more than 2,000 other attendees. At this year’s event, the company emphasized four key themes: mobility, cloud computing, big data and social media. In this post, I’ll assess what MicroStrategy is doing in each of the first three areas. My colleague, Mark Smith, covered MicroStrategy’s social intelligence efforts...

Ventana Research believes that to provide excellent customer experiences it is necessary to understand what customers want and their likely behaviors, and one direct way to achieve this is by collecting and analyzing customer feedback. The challenge for organizations in this regard is that most customers are reluctant to complete surveys unless they are provided at an appropriate time, in an easy-to-use format and through the channel of their choice. Confirmit’s Horizons products support...

I attended the annual MicroStrategy World in Miami to check on the progress this company known for business intelligence (BI) software has made in expanding into a mobile platform and tools company that also announced a new version of its products. While MicroStrategy’s efforts in mobile BI and cloud computing are ahead of its competitors in the BI industry, they’re not its only expansion points for enterprise software.

We recently published the results of our benchmark research on Big Data to complement the previously published benchmark research on Hadoop and Information Management. Ventana Research undertook this research to acquire real-world information about levels of maturity, trends and best practices in organizations’ use of large-scale data management systems now commonly called Big Data. The results are illuminating.

There is a lot of talk today in customer service circles about the “voice of the customer” (VOC). For some people it means speech analytics (literally the voice of the customer), some others use it as an equivalent to the “360-degree view” of the customer, and for others it is about customer feedback. At Ventana Research we take a broader view and define VOC as reports and analysis that include as much customer information as possible. It should draw data from all available customer sources and...

One of the major issues IT executives face is how to charge their departmental costs back to each part of the business according to their usage. It’s a touchy issue that can be the source of end-user disenchantment with the performance and contribution of the IT organization. Ultimately, charge-back friction can hobble IT’s ability to make necessary investments in new capabilities and become the primary cause of misallocated IT spending. The two risks are related: Unless an IT department can...

I recently had a briefing from Vertex on its tax data warehouse (TDW), a key component of its tax technology platform Vertex Enterprise. The TDW concept has been around for decades, but the earliest versions were custom-built and hampered by the technology limitations of their day. This made them expensive to deploy and maintain and constrained their ability to adapt to changing corporate requirements. The basic idea behind a TDW is straightforward: a data store that makes all tax data readily...

I recently received an update from ERP software vendor Epicor, my first since it was acquired in May 2011 by Apax Partners, a private equity company, and simultaneously merged with Activant, an ERP and point-of-sale software company serving midsize retailers and distributors. In my view, taking the company private is a good idea since it will have to make ongoing investments that would not have been treated kindly by the stock market. Bringing Epicor and Activant together (and perhaps adding...

I recently met with Infor’s management team, led by CEO Charles Phillips. Phillips joined Infor in October 2010 after leaving Oracle, taking several other executives with him, including Duncan Angove, now president of Infor, and Pam Murphy, now the COO. In addition to the changes in the executive suite, Soma Somasundaram, who had been at Infor and its predecessor companies since 1995, became EVP in charge of R&D. A private company, Infor had been keeping a low profile for the past several...

Clarabridge is an established vendor of text analytics products, which it sells both directly to the market and indirectly through an extensive set of partnerships with companies such as MicroStrategy, IBM Cognos and Verint. Recently it has been marketing its applications under the category of customer experience management (CEM). To me, CEM is about personalizing and influencing the customer experience while an interaction is in progress. Organizations cannot do this without the right...

Risk has always been an integral part of business, but as I’ve noted, companies deal with risk with varying degrees of effectiveness. A complex, ongoing process, operational risk management identifies risks to support successful operations of an organization, estimates the monetary and other measurable impacts if a risk event occurs, establishes methods for mitigating the severity of impacts should they occur, continuously measures the probability of a risk occurring within a relevant period of...

My colleague Mark Smith and I recently chatted with executives of Tidemark, a company in the early stages of providing business analytics for decision-makers. It has a roster of experienced executive talent and solid financial backing. There’s a strategic link with Workday that reflects a common background at the operational and investor levels. As it gets rolling, Tidemark is targeting large and very companies as customers for its cloud-based system for analyzing data. It can automate alerts...

After reviewing the benchmark research I carried out during 2011 into customer and contact center analytics, the use of technology in contact centers and the adoption of cloud-based contact centers and systems, I have come up with a list of critical investments that I predict will distinguish customer and contact center management in 2012.