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"There's a lot left unsaid here, and I'm not sure the methodology used in the survey was valid," said Denis Pombriant, managing principal at Beagle Research. "What's the demographic breakdown of this survey?" People using and advocating for human touch are Baby Boomers, he su...
The recently released spreadsheet hacked from Salesforce board member Colin Powell's email names multiple companies that Salesforce was at least considering acquiring. In the aftermath of the initial reports, it's worth noticing that there were at least two enterprise resource planning/back office companies on the list: Workday and NetSuite. ...
This is going to be political but you won't be able to tell which side I'm on (if you choose to read on). You might ask, why on Earth would I get involved even tangentially in politics right now? The simple answer is that it impacts CRM and I have a viewpoint -- but as I say, I'm not picking or revealing a side ...
Artificial intelligence and machine learning have taken the industry by storm. Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. Both might be true ...
"It's the same as before but with new branding," said Denis Pombriant, managing principal at Beagle Research. "I always thought Dynamics 365 was a strong offering with all of it in the cloud," he told CRM Buyer, "but I don't agree with any argument that because it has ERP,...
Dreamforce for many years has been too big for a single person to cover. While I participate in covering events like this, inevitably I am reduced to the story of the three blind people and the elephant. You can't experience enough of the elephant to describe it unless you can see it. Using your hands leaves you frustrated. In the case of Dreamforce, you can't go to all of the sessions...
There recently has been an increase in the talk -- pro and con -- about bots, AI and intelligent assistants. A lot of this talk has been percolating around the industry for decades. ...
"It isn't the out of the ordinary that vendors need to be good at," suggested Denis Pombriant, managing principal at Beagle Research. "Rather, it's the run-of-the-mill, everyday, quotidian interaction -- blocking and tackling," he told CRM Buyer....
Something tells me that if Salesforce already leaked news about its new AI product, Einstein, that it might not be the biggest news that will emerge from Dreamforce next week. However, I also think Einstein will be involved in whatever is the big takeaway ...
Larry Ellison was having too much fun. In his second keynote of this year's Oracle OpenWorld user conference, he was talking about his company's database, Oracle 12c, and comparing it highly favorably to Amazon's competing databases. It seems Ellison always has fun, which is one likely reason that the 72 year-old CTO and executive chairman of the board, looks 52, sounds 42, and probably feels 32.
Automation has a habit of killing jobs, which has been true since the Industrial Revolution. However, it seems that we're discovering this truth all over again. We easily forget when we focus only on the job-creation aspects of automation, and that usually gets us in trouble. ...
The Sunday keynotes at Oracle OpenWorld were good -- especially when compared with prior years -- but they still suffered from the perennial problem of trying to stuff too much content into a two-hour event. ...
It's difficult to know exactly what led HP in the direction of Microsoft, but cost likely was one of the major factors, said Denis Pombriant, managing principal at Beagle Research. "In a situation like this, it's not unheard of for a vendor to try to discount deeply to gain a...
A common perception of business agility is that it revolves around quickness, especially quickness in the service of accelerating a deal or transaction. That's a good starting point, but agility actually goes deeper -- especially now that so many structural changes, like cloud computing and subscriptions, have turned up the dial on everyday business...
Salesforce isn't waiting for Dreamforce to begin the drumbeat over its artificial intelligence offering which is -- or will be -- called "Einstein." There is so much to discuss about this turn of events that it's hard to begin, so rather than starting at a conventional jumping-off point I'll start with the name. ...
It's easy to lose sight of people in a CRM discussion, focusing instead on the great technology and what it lets us do under optimum circumstances. We should keep the customer in mind at all times, however, for without them what are we? ...
What's the direction of the software industry? As an analyst, I might ask this several times a week, but it's not idle curiosity. Things are changing, and today's events are signaling a significant shift. ...
"There are several ways to look at this," said Denis Pombriant, principal at Beagle Research Group One possibility is that "Salesforce sees a need for multiple kinds of business intelligence to support its multiple hardware platforms, uses, etc.," he told CRM Buyer.
This is the fourth post in a four-part series on modern approaches to improving customer loyalty through customer engagement ...
We've seen a rapid progression from conventional software bought through a license to cloud-based solutions that sell for a song -- and in theory could sell through barter at some point. ...
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