ISG Software Research Analyst Perspectives (110)

Technology Terminology: What’s in a Name?

Posted by ISG Research on 01 February 2012

When it comes to technology, debates about whether a particular name suits its category are rampant. Here is a link to one such argument about the term “big data” from Curt Monash, an analyst whom I respect a great deal. This debate rages in the Twittersphere also, as in this comment from Neil Raden, another analyst I respect, suggesting that “big data is a marketing term … imprecise by design.”...

Topics: Predictive Analytics, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, Workforce Performance

Oracle Business Intelligence Mobile: Hands-On Review Finds Shortfalls

Posted by Mark Smith on 31 January 2012

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...

Topics: Big Data, Mobile, Sales Performance, Social Media, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Business Technology, CIO, Cloud Computing, Customer & Contact Center, Mobility, Oracle

The Big, Cloudy, Mobile and Social World of MicroStrategy

Posted by ISG Research on 31 January 2012

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...

Topics: Big Data, MicroStrategy, Mobile, Predictive Analytics, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Cloud Computing, Customer & Contact Center, Workforce Performance, Strata+Hadoop

Confirmit Provides Customer Insights through Surveys

Posted by ISG Research on 30 January 2012

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...

Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Confirmit

MicroStrategy Infuses Social Media Intelligence into Marketing

Posted by Mark Smith on 27 January 2012

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...

Topics: Big Data, Sales Performance, Social Media, Customer Analytics, Market Research, Social Media Intelligence, Operational Performance, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Business Technology, Cloud Computing, Customer & Contact Center, Mobility, CMO

Big Data Is More than Hadoop

Posted by ISG Research on 25 January 2012

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...

Topics: Big Data, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, In-memory, Workforce Performance

Feedback Management Can Improve the Customer Experience

Posted by ISG Research on 25 January 2012

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...

Topics: Predictive Analytics, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Workforce Management

Some Ways To Get More Bang for Your IT Buck

Posted by Robert Kugel on 25 January 2012

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...

Topics: Performance Management, Office of Finance, Budgeting, Operational Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, CIO, Enterprise Software, Financial Performance, CFO, CEO

Vertex’s Tax Data Warehouse Matures

Posted by ISG Research on 20 January 2012

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...

Topics: Master Data Management, Performance Management, Office of Finance, finance transformation, Tax, Business Analytics, Business Collaboration, Business Performance, Financial Performance, CFO

Reorganized Epicor Has Strategy for Competing

Posted by Robert Kugel on 19 January 2012

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...

Topics: Big Data, Microsoft, Mobile, SAP, Social Media, Supply Chain Performance, ERP, Dynamics, Epicor, Sage, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Oracle, Workforce Performance, CRM, Infor, Social, Financial Performance Management

Infor’s Management Outlines Corporate and Software Strategy

Posted by Robert Kugel on 16 January 2012

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...

Topics: Sales Performance, Salesforce.com, Social Media, Supply Chain Performance, ERP, Human Capital Management, Marketing, Epiphany, expense management, Lawson Software, Operational Performance, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Financial Performance, Workforce Performance, finance, Infor, Financial Performance Management

Clarabridge Advances Customer Experience Management

Posted by ISG Research on 13 January 2012

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...

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Clarabridge, Operational Performance, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Action-Oriented Analytics Can Help Manage Risk

Posted by Robert Kugel on 12 January 2012

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...

Topics: Big Data, Performance Management, Sales Performance, Governance, GRC, Office of Finance, Reporting, balanced scorecard, enterprise risk management, KRI, Operational Performance, Business Analytics, Business Performance, Financial Performance, In-memory, Risk

Tidemark Reaches the Starting Gate

Posted by Robert Kugel on 03 January 2012

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...

Topics: Big Data, Data Warehousing, Master Data Management, Performance Management, Planning, Predictive Analytics, Sales Performance, GRC, Budgeting, Risk Analytics, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Customer & Contact Center, Data Governance, Data Integration, Financial Performance, In-Memory Computing, Information Management, Mobility, Workforce Performance, Risk, Workday, Financial Performance Management, Integrated Business Planning, Strata+Hadoop

Customer and Contact Center Management in 2012

Posted by ISG Research on 03 January 2012

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.

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Top Ten Best Practices Learned from 2011 Technology Market Chaos and Stupidity

Posted by Mark Smith on 31 December 2011

While we will wait until January to publish our recommendations for the new year, we can digest the lessons learned in 2011 within the technology markets and with Ventana Research right now. That’s appropriate, since we at Ventana Research are committed to helping you with solid information and education. We help thousands of organizations make a better, faster, safer, smarter and more...

Topics: Sales Performance, Social Media, Supply Chain Performance, Sustainability, Market Research, IT Performance, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Business Technology, CIO, Cloud Computing, Customer & Contact Center, Enterprise Software, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Information Technology, Location Intelligence, Mobility, Operational Intelligence, Workforce Performance, CFO, Industry Analyst, Technology

Today’s Companies Need Action-Oriented Information Technology Systems

Posted by Robert Kugel on 29 December 2011

Management decision-making typically involves a three-step process of inform, analyze and act. In the earliest days of what came to be known as business intelligence, developers created decision support systems that provided information and analytics to help executives and high-level managers choose the best course of action. Working with numbers rather than gut instinct still is viewed as a best...

Topics: Big Data, Performance Management, Planning, Sales Performance, Supply Chain Performance, Modeling, Office of Finance, Budgeting, closed loop, contingency planning, driver-based, driver-based planning, Operational Performance, Analytics, Business Analytics, Business Collaboration, Business Mobility, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, In-memory, Workforce Performance, best pracices, business value, cash management, challenge, financial planning

What Enterprises Can Learn from Major Events and Surprises in 2011

Posted by ISG Research on 28 December 2011

Rather than make predictions for 2012, which are everywhere right now, I want to look back at some of the surprising events of 2011. I think it’s worth considering what happened that wasn’t expected and what these things might tell us about the information technology market. Here, in no particular order, are the most important ones I see.

Topics: Big Data, Mobile, Predictive Analytics, Sales Performance, Social Media, Supply Chain Performance, Operational Performance, Business Analytics, Business Intelligence, Business Performance, Customer & Contact Center, Financial Performance, Workforce Performance

Salesforce.com looking for a Successful Rypple in Human Capital Management

Posted by Mark Smith on 20 December 2011

Salesforce.com made a surprising announcement of its agreement to acquire Rypple, a software company that defines its product as a social goals application. I call this a surprise because although Salesforce has been extending its reach beyond sales and customer service to IT in providing a platform, tools and a database for building applications and storing data in the cloud, until now it has...

Topics: Sales Performance, Salesforce.com, SAP, Supply Chain Performance, Human Capital Management, Marketing, Operational Performance, Business Performance, Business Technology, Chatter, CIO, Cloud Computing, Customer & Contact Center, Information Management, Oracle, Workforce Performance, Business Applications, CFO, COO, CRM, HR, SalesCloud, Service Cloud, SFA, Talent Management, Digital Technology

Cloud-Based Contact Center Research Finds Deployment Growth

Posted by ISG Research on 20 December 2011

Cloud-based systems have arrived as an option for how organizations source their IT systems, now and in the future. Proponents of the cloud – of which I am one – will tell you they have several major advantages over conventional on-premises systems. They require little upfront capital expenditure; the major costs come as a monthly “rental” charge for using the service rather than an annual...

Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management