Mark Smith's Analyst Perspectives

Broken Analytics and BI? Natural Language and Notifications Can Help

Posted by Mark Smith on Jun 15, 2017 11:43:52 PM

If we look at the focus of technology vendors for analytics and business intelligence or business applications providers deploying these capabilities in the last five years, we see that they have elevated the importance on the value of visualization and dashboards. These promotions might be understandable, but will they make business and the people using them more intelligent?

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Topics: Big Data, data science, Mobile, Machine Learning, Analytics, Business Intelligence, Cloud Computing, Collaboration, digital technology, Machine Learning and Cognitive Computing

Salesforce Fails Again in Customer Experience

Posted by Mark Smith on Jun 14, 2017 2:02:52 AM

More than a year ago I wrote from personal experience about the challenges our firm encountered with Salesforce’s cloud computing systems and customer service and if we can trust them for business in the cloud. That perspective covered a range of issues that the behemoth cloud computing applications and platform company is facing regarding its service and technology. While Salesforce has shifted its customers like us and others to a different cloud computing environment, as it did in moving us off its #NA14 cloud computing instance, core challenges of its customer experience and billing processes persist. After the last customer experience incident, I contacted its executives about the need for operational improvement; it was clear in the dialogue that they saw some but not all of our experience as issues important to improving its customer processes. It was good to get some immediate attention, but my hope was to speak for all SMB companies in pointing out the importance of effective communications and escalating notifications and interactions when those customer moments go sour, so the customer isn’t forced to turn to social media to be heard. This was an area where Salesforce had significant room for improvement in customer engagement, reflecting a pattern we see in our benchmark research, which finds the most common challenges in almost half of organizations are integration of channels of engagement and managing activities as silos.

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Topics: Big Data, Sales, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Supercharge Sales Analytics with Digital Technologies

Posted by Mark Smith on May 12, 2017 8:44:14 AM

Our firm regularly explores the impacts of new technologies on business. Analytics is foremost among recently emerging technologies, which our benchmark research consistently confirms. In our research on next-generation sales analytics, fourth-fifths (82%) of participating organizations cited analytics as the most important technology trend for sales; however, several other technologies also are adding power and flexibility to the use of sales analytics.

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Topics: Big Data, Sales, Mobile Technology, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Prepare and Wrangle Data for Sales Analytics

Posted by Mark Smith on May 5, 2017 8:28:39 AM

The importance of analytics for sales organizations is clear and, as I pointed out in my recent analyst perspective on the next generation of sales analytics, these capabilities optimize revenue potential. However, utilizing sales analytics requires a set of data skills that most organizations still find challenging and are thus not fully prepared to support. The efficient access and preparation of data underlies any analytics processes, which must meet demanding needs that are not always automated. Our research into next generation sales analytics has found many impediments that must be addressed and is a critical part of our expertise agenda for sales organizations.

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Topics: Big Data, Sales, Machine Learning, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, digital technology, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Sales Planning and Analytics

New Generation of Sales Analytics Can Optimize Revenue Potential

Posted by Mark Smith on Apr 27, 2017 11:22:59 AM

I have been following advances in sales analytics since the 1990s. Over the last five years, however, I have seen evolution, not innovation. In most cases the information that analytics provides is too complicated and not contextualized enough for sales people who are not analytics experts to understand, let alone take action on. As I pointed out in my 2017 research agenda on sales, analytics is essential for planning that improves the impacts of sales efforts and meets the goals of the organization.

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Topics: Big Data, Sales, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Cloudera Strengthens Big Data for Business and IT

Posted by Mark Smith on Mar 30, 2017 12:56:38 AM

Cloudera provides database and enabling technology for the big data market and overall for data and information management. As my colleague David Menninger has written, the big data and information management technology markets are changing rapidly and require vendors to adapt to them. Cloudera has grown significantly over the last decade and now has approximately 1,000 customers and provides support and services in countries around the world. Its product and technology strategy is to provide a unified data management platform, Cloudera Enterprise, that can meet the data engineering and science needs for a range of analytic and operational database applications. Its primary focus is its Enterprise Data Hub, which as a data lake can handle organizations’ big data and analytical needs. As David Menninger asserts, the data lake is a safe way to invest in big data. It also helps shift the focus  away from the V’s (volume, velocity and variety) of big data to the A’s, which are analytics, awareness, anticipation and action.

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Topics: Big Data, data science, Machine Learning, Analytics, Business Intelligence, Cloud Computing, Data Governance, Data Integration, Data Preparation, Internet of Things, Cognitive Computing, Information Optimization, digital technology, Cybersecurity

Optimizing the Business of Selling in 2017

Posted by Mark Smith on Mar 20, 2017 9:22:10 AM

I am happy to provide my personal perspective on the potential of sales organizations, processes and technology to supercharge business activity in 2017. The sales processes of organizations – whether they involve digital commerce or direct or indirect physical selling – should be part of continuous optimization efforts to reach maximum results. To do this, the people leading and running sales processes must be able to use technology that supports their responsibilities and analyzes the crucial information coming into the business. For almost 15 years, we have advocated for sales applications and tools that are necessary to optimize sales effectiveness and improve the outcomes of their sales efforts. The available portfolio is much larger than sales force automation (SFA) and involves more than the continued use of CRM, which has clear limits in its ability to manage customer relationships. The applications on offer include many facets of sales:  coaching, compensation management, contract management, configure price quote (CPQ), forecasting, quota and territory management, planning and optimization, pricing and revenue optimization, and target or market intelligence. New applications designed for sales also enable digital effectiveness that can transform organizations. Let me provide my perspective on six topics that are shaping the way sales can and should operate in 2017, and which are part of our sales research agenda for the year.

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Topics: Big Data, Sales, Machine Learning, Mobile Technology, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, digital technology, Digital Commerce, Operations & Supply Chain, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution

Can We Trust Salesforce for Business in the Cloud?

Posted by Mark Smith on May 14, 2016 9:30:47 AM

I have been meaning to write about Salesforce since its Dreamforce 2015 conference. Salesforce provides a platform, tools and applications for business and IT who claims to be the ‘no software’ company which as you will read is exactly what happened on May 10th. Heck, Salesforce is making a lot of advances on its platform, its applications and even with Analytics and the Internet of Things. These changes are at the center of what at our analyst firm calls digital business innovation. Much of what it’s doing is very good, but now I am questioning whether the company’s foundation of business processes and technology platform has reached a point at which it can’t grow any further without impacting its own customers’ operations and success. That may be a harsh statement, but I think my reasoning will become clear as you read this perspective.

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Topics: Sales, Salesforce.com, Marketing, NA14, Analytics, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, IOT, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM)

Digital Technology Agenda for Business in 2016

Posted by Ventana Research on Mar 10, 2016 9:57:24 AM

Technology innovation is accelerating faster than companies can keep up with. Many feel pressure to adopt new strategies that technology makes possible and find the resources required for necessary investments. In 2015 our research and analysis revealed many organizations upgrading key business applications to operate in the cloud and some enabling access to information for employees through mobile devices. Despite these steps, we find significant levels of digital disruption impacting every line of business. In our series of research agendas for 2016 we outline the areas of technology that organizations need to understand if they hope to optimize their business processes and empower their employees to handle tasks and make decisions effectively. Every industry, line of business and IT department will need to be aware of how new technology can provide opportunities to get ahead of, or at least keep up with, their competitors and focus on achieving the most effective outcomes.

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Topics: Big Data, Predictive Analytics, Social Media, Human Capital, Operational Performance Management (OPM), Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Governance, Risk & Compliance (GRC), Location Intelligence, Operational Intelligence, Uncategorized, Business Performance Management (BPM), Customer Performance Management (CPM), Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), Sales Performance Management (SPM), Supply Chain Performance Management (SCPM)

Domo Delivers on Managing Business Performance

Posted by Mark Smith on Dec 18, 2015 12:05:16 AM

Over the last four years Domo, a new brand in cloud-based data and analytics software, has worked to enable its customers to understand, collaborate and act on data to achieve business results. Led by its founder and CEO, Josh James, the company has worked to deliver software that provides both a good user experience and business value. Recently, at its 2015 customer conference Domopalooza, the company presented itself and its products to the general public. I had a chance to meet with company executives, employees and customers and view its products at this high-energy event and entertainment that I have not seen in years.

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Topics: Big Data, Human Capital, Operational Performance Management (OPM), Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Collaboration, Governance, Risk & Compliance (GRC), Business Performance Management (BPM), Customer Performance Management (CPM), Domo, Financial Performance Management (FPM), SAB Miller, Sales Performance Management (SPM), Supply Chain Performance Management (SCPM)