Mark Smith's Analyst Perspectives

Location Analytics Delivers Geographic Insights

Posted by Mark Smith on Mar 3, 2014 8:54:04 PM

Adding geographic and location context to business information enables organizations to develop fuller understanding and optimize the activities of people that use the information. We call this location intelligence, and to achieve it requires location analytics, which focus on that context where the processing and presentation of geography and spatial aspects of data are utilized. Analysis of geographic information can provide business insights that help organizations make better business decisions. I have written about this new generation of location analytics previously and noted that it can provide fresh analytic perspectives on information collected and integrated from in-house applications and across the Internet.

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Topics: Big Data, Customer Analytics, GIS, Location Analytics, Operational Performance Management (OPM), Analytics, Business Analytics, Business Intelligence, Cloud Computing, Location Intelligence, Operational Intelligence, Business Intelligence (BI), Business Performance Management (BPM), Customer Performance Management (CPM), Financial Performance Management (FPM), Information Applications (IA), Information Management (IM), IT Performance Management (ITPM), Sales Performance Management (SPM), Supply Chain Performance Management (SCPM), Workforce Performance Management (WPM)

Pitney Bowes is Transforming Customer Communications

Posted by Mark Smith on Jun 25, 2012 11:19:40 AM

Pitney Bowes (PB) opened its annual technology summit (Twitter: #TechSummit12) with a review of its organizational assets and its rich history of engineering hardware and systems for physical and now digital delivery of communications. The multibillion-dollar technology giant is transforming itself to address the digital needs of business for interaction with consumers. It also is working to transform how business communications and interactions work across all channels. Handling new media interactions using Facebook, Twitter, e-commerce and mobile technologies are critical to managing communications in a consistent manner and improving the customer experience.

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Topics: Big Data, Social Media, Customer Analytics, Customer Communications, Operational Performance Management (OPM), Pitney Bowes, Portrait Software, Volly, Business Analytics, Business Collaboration, Cloud Computing, Business Performance Management (BPM), Customer Performance Management (CPM), Financial Performance Management (FPM), Sales Performance Management (SPM)

NICE Transforms Customer Experience through Mobile and Interaction Intelligence

Posted by Mark Smith on May 3, 2012 1:06:15 PM

I attended NICE Systems’ annual Interactions (Twitter #Interaction2012) conference in Nashville to get the latest from this growing global software business that focuses on customer-centric applications. If you have not heard of NICE you might not be primarily involved in managing and interacting with customers, the area in which NICE has been growing organically and by acquiring technology providers that complement its existing portfolio. As we discussed in recent analyses, and NICE acquired Merced Systems for its sales- and service-centric performance management applications and Fizzback for customer feedback management software. Both have helped it become a more strategically focused software business. NICE Systems targets enterprise contact centers as well as financial risk, compliance and security. NICE makes its applications available not just on-premises but also in software as a service and hosted environments.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, NICE Systems, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, Governance, Risk & Compliance (GRC), Operational Intelligence, 360-degree view of the Customer, Agent Performance Management, Business Intelligence (BI), Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Interactive Intelligence, Sales Performance Management (SPM), Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM)

Informatica Advances Business with Data Integration for Social Media

Posted by Mark Smith on Feb 22, 2012 11:12:49 AM

Even in this recessionary economy Informatica has been defying spending constraints. At its annual analyst summit (Twitter #INFAAnalyst) the company unveiled its growth strategies. Informatica has more than 4,500 customers for data integration and information management and now is turning its attention to the data in social media networks. Our firm has already identified social media as a key technology that businesses must embrace over the next decade to improve competitiveness or just keep up. Informatica already helps IT departments become better data stewards through a variety of methods and supports the executive mission of the CIO. My colleague David Menninger will comment on its vision and direction for its data integration portfolio; I will focus on its decision to use its technology for social media, which is part of a forthcoming product roadmap. Regarding the importance of embracing social media in this area, see David’s research and educational agenda in information management for 2011.

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Topics: Big Data, Social Media, Customer Analytics, Market Research, Operational Performance Management (OPM), Social Media Intelligence, Business Analytics, Business Collaboration, Business Mobility, Business Technology, Cloud Computing, Data Integration, Mobility, Business Performance Management (BPM), Chief Marketing Officer, Customer Performance Management (CPM), Sales Performance Management (SPM)

MicroStrategy Infuses Social Media Intelligence into Marketing

Posted by Mark Smith on Jan 27, 2012 1:54:56 PM

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.

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Topics: Big Data, Social Media, Customer Analytics, Market Research, Operational Performance Management (OPM), Social Media Intelligence, Business Collaboration, Business Mobility, Business Technology, Cloud Computing, Mobility, Business Performance Management (BPM), Chief Marketing Officer, Customer Performance Management (CPM), Sales Performance Management (SPM)

NICE to Acquire Merced Systems for Excellence in Customer Service and Sales

Posted by Mark Smith on Dec 6, 2011 11:45:21 PM

NICE Systems last week announced an agreement to acquire Merced Systems, a provider of business applications for customer service and sales organizations. This acquisition slipped by with little fanfare, but it marks a significant milestone for NICE, a major provider of applications and technology for call centers and a player in their evolution into multichannel contact centers. Building on a good 2010, as my colleague Richard Snow noted, NICE expects to reach almost $800 million of revenue in 2011, which would make it one of the largest companies in its segment. NICE has made multiple acquisitions to build its software portfolio, including purchases of Actimize, CyberTech, eGlue and others mentioned below. It recently won our 2011 Ventana Research Leadership Award in the contact center category with its customer deployment at Alliance Data. NICE Systems plans to have Merced Systems as a foundation of its enterprise systems and a complement to its contact center workforce optimization offering. This purchase builds on its other acquisitions, including FizzBack recently and IEX and Performix in 2006, which helped NICE establish its customer service and back office agent performance management software. That area has not grown as quickly as NICE would like, mostly due to marketing that was not aggressive enough in attracting customers. NICE recently rebranded its NICE SmartCenter for helping agents, as Richard noted, and is leveraging its assets into the back office, which he also assessed. Our benchmark research on contact center technology found that companies’ priorities for future investments match up well with NICE Systems’ focuses on expanding customer service agent applications and analytics applications.

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Topics: Predictive Analytics, Sales, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Marketing, Merced Systems, NICE, Operational Performance Management (OPM), Revenue Performance, sales analytics, Sales Compensation, Sales Force Automation, Social CRM, Speech Analytics, Voice of the Customer, Business Analytics, Business Collaboration, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Business Performance Management (BPM), Call Center, CFO, CMO, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Financial Performance Management (FPM), Sales Performance Management, Sales Performance Management (SPM), SFA, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM)

Marketing Executives Aren’t Ready for the Social Explosion of Data

Posted by Mark Smith on Oct 27, 2011 3:09:43 AM

I had a chance to review the results of an interesting new global study of chief marketing officers (CMOs) by IBM, and I want to comment on some of its findings. Adding to the pressures facing the CMO today are new challenges in brand promotion and the growing impact of consumer sentiment expressed in several channels, including social media. The research found these to be the top two concerns in marketing and that 65 percent of organizations are not prepared to deal with them. My investigations lead me to agree with these findings.

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Topics: Big Data, Social Media, Customer Analytics, Market Research, Operational Performance Management (OPM), Business Analytics, Business Mobility, Business Technology, Cloud Computing, Business Performance Management (BPM), Chief Marketing Officer, Customer Performance Management (CPM), Demand Generation, Sales Performance Management (SPM)

Pitney Bowes Committed to Customer Communications and Analytics

Posted by Mark Smith on Jun 10, 2011 4:07:25 PM

The Pitney Bowes Business Insight (PBBI) analyst summit and conference this week provided an opportunity to hear about the $5 billion technology provider’s strategy to become “the leader in customer communications.” This term makes sense when applied to a division of the company that brought the efficiency of the postal meter to mailrooms around the world. Of course a lot has changed for the company and for business since then. Today parent company Pitney Bowes envisions success in a future with limited or no print and mail business.

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Topics: Social Media, Sustainability, Customer Analytics, Customer Communications, Customer Interaction Technology, Operational Performance Management (OPM), Pitney Bowes, Business Analytics, Business Mobility, Cloud Computing, Customer Service, Location Intelligence, Customer Performance Management (CPM), Financial Performance Management (FPM), Information Management (IM), Sales Performance Management (SPM), Unified Communications