Mark Smith's Analyst Perspectives

Marketing Planning Improves Performance

Posted by Ventana Research on Jun 27, 2016 3:01:25 AM

As global business increases competitive pressures, marketing departments face new challenges. They must anticipate and respond to frequently changing customer preferences and produce effective programs and campaigns to attract them. In the online world where customers can jump instantly from one company to another, Marketing must develop new ways to catch and hold their attention. Doing this well requires systematic, flexible planning that begins with the CMO and engages the entire department to utilize the full portfolio of resources and act as one to serve their mission.

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Topics: Operational Performance Management (OPM), Uncategorized, CMO, Marketing, Marketing Planning, Marketing Perf, Financial Performance Management (FPM), Sales Performance Management (SPM)

The Mastery of Marketing Performance Management

Posted by Ventana Research on Jun 18, 2016 5:26:28 AM

Managing marketing performance is anything but simple. It requires establishing a unified approach to assess the outcomes of initiatives and projects and compare results with investments in marketing people and campaigns. In general, while performance management has been conducted effectively at the corporate levels, it has been a challenge for most lines of business, marketing departments included.

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Topics: Social Media, Marketing, Marketing Performance Management, Marketing Planning, Operational Performance Management (OPM), Business Analytics, Uncategorized, Business Intelligence (BI), Business Performance Management (BPM), CMO, Customer Performance Management (CPM), Demand Generation, Sales Performance Management (SPM)

Is NetSuite Sweet for Customers?

Posted by Ventana Research on May 26, 2016 9:58:59 AM

It’s widely agreed that customer experience is now the most important dynamic for business. Any organization that wants to retain loyal and even vocal customers should do everything possible to ensure and maintain customer satisfaction. Software companies, especially those that promise to provide CRM and effective interactions across any channel at any time, should be good examples of embracing the methods they prescribe for using their products. But do they?

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Topics: Social Media, Customer Experience, HCM, Human Capital, Human Capital Management, Marketing, #NA14, NetSuite, #NSW16, Operational Performance Management (OPM), Zach Nelson, Cloud Computing, Governance, Risk & Compliance (GRC), Customer Performance Management (CPM), Financial Performance Management (FPM), HR, HRMS, Sales Performance Management (SPM), TribeHR, Workforce Performance Management (WPM)

Next Generation of Product Information Management Empowers Digital Business

Posted by Ventana Research on May 24, 2016 9:22:34 AM

Organizations in all industries face various difficulties in managing product information. The most serious is providing complete, engaging information to consumers and customers on the internet. Newly developed products, mergers and acquisitions, changes to pricing and promotions in online commerce spur business growth, but these factors also increase the amount and complexity of product-related data and content. In addition the digital economy offers a new generation of services that are sold by subscription and packaged in various options and price points. As well, global diversification of suppliers, customers and business partners forces organizations to manage data quality and consistency in multiple locations, currencies and languages.

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Topics: Big Data, Operational Performance Management (OPM), PIM, Product Information Management, Sales, Market, Business Analytics, Cloud Computing, Uncategorized, Business Performance Management (BPM), Customer Performance Management (CPM), Financial Performance Management (FPM), Information Management (IM), Information Optimization, Sales Performance Management (SPM), Supply Chain Performance Management (SCPM)

Mr. President and Department of Labor: Move Aside; Let Employees Work and Learn

Posted by Ventana Research on May 21, 2016 1:33:19 PM

Through a federal rule referred to as “Overtime Rule” and part of Title 29 regulations was issued on May 18th, 2016 by the Department of Labor (DOL), the Obama administration now mandates that unless they meet criteria for exemption, employees paid less than $47,476 ($22.825 per hour) are entitled to overtime pay when they work more than 40 hours per week. The rule change, which goes into effective on December 1, 2016, is intended to apply to executive, administrative and professional employees; it has exemptions for teachers, lawyers and other specific jobs and industries.

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Topics: Governance, Human Capital, Human Capital Management, Operational Performance Management (OPM), Overtime Rule, Part 541, POTUS, Wage and Labor, Business Analytics, Cloud Computing, Governance, Risk & Compliance (GRC), Uncategorized, Contingent Labor, Customer Performance Management (CPM), Department of Labor, Final Rule, Financial Performance Management (FPM), FLSA, President Obama, Sales Performance Management (SPM), Supply Chain Performance Management (SCPM), Workforce Management, Workforce Performance Management (WPM), Workforce Planning

Digital Business Innovation and Enterprise Messaging Work Well Together

Posted by Ventana Research on May 11, 2016 8:30:52 AM

Organizations are facing a digital transformation, as I have written, that is rapidly changing the applications and services that businesses use to operate and deliver information. This new digital generation addresses the expectations of consumers and business partners for information and service in real time. One example of it is enterprise messaging. Recently I wrote about the shift to this technology and the challenges it poses for organizations that lack sufficient skills. However, new messaging appliances and virtualized messaging can carry some of this burden. By interconnecting them, organizations can be more confident in their ability to support the range of information and applications that operate in real time, not only for people but on devices and machines.

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Topics: Big Data, Social Media, Enterprise messaging, Internet of Things, IoT, mid, mobile technology, Operational Performance Management (OPM), Business Analytics, Business Collaboration, Cloud Computing, Governance, Risk & Compliance (GRC), Uncategorized, Business Performance Management (BPM), Customer Performance Management (CPM), Financial Performance Management (FPM), Information Management (IM), Sales Performance Management (SPM), Supply Chain Performance Management (SCPM)

New Generation of Enterprise Messaging Supports Digital Transformation

Posted by Ventana Research on May 9, 2016 11:44:58 AM

Enterprise messaging is the technology backbone of communications for applications and systems within and between organizations. Both its importance and its complexity are growing as organizations increasingly have to provide real-time responses to business customers and consumers as well as their own business professionals who support them and their internal supply chains. The variety of use cases for enterprise messaging also is growing rapidly, expanding to the Internet of Things (IoT) market of sensors and devices including wearable technology; to new generations of applications and services for consumers and customers; to cloud computing and the shift to platform or infrastructure as a service (PaaS or IaaS); and to real-time big data and analytics. All of these innovations will enable these types of transformation to digital business that is impacting organizations around the world.

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Topics: Big Data, Social Media, Enterprise messaging, Internet of Things, IoT, mid, mobile technology, Operational Performance Management (OPM), Cloud Computing, Governance, Risk & Compliance (GRC), Operational Intelligence, Uncategorized, Business Performance Management (BPM), Customer Performance Management (CPM), Information Management (IM), Information Optimization, Supply Chain Performance Management (SCPM)

Zuora Enables Subscriptions to Engage Customers for Revenue Results

Posted by Ventana Research on Apr 28, 2016 10:26:07 AM

As the global economy transforms into a world of digital services that cross industries, including those that provide value-added services for physical products, managing the complications that arise from digital browsing, selection and purchasing of goods, as well as activation, billing and servicing of accounts, becomes a challenge. Organizations have to not just engage customers but provide satisfying experiences that keep them coming back. Our benchmark research on next-generation customer engagement shows that improving the customer experience is the most widespread impetus to improve engagement, for almost three-quarters (74%) of organizations. Few however have established business processes and applications that support these efforts, which today involve marketing, sales, customer service, operations and accounting departments. We also find that some of the largest suppliers of cloud computing software provide the worst experiences when it comes to billing for and changing existing subscriptions.

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Topics: Operational Performance Management (OPM), Subscription, Recurring Revenue, Zuora, Business Analytics, Uncategorized, Business Performance Management (BPM), Customer Performance Management (CPM), Financial Performance Management (FPM), Sales Performance Management (SPM)

Docebo Innovates Learning Management Systems for Employees and Customers

Posted by Ventana Research on Apr 14, 2016 8:29:15 AM

The learning management system (LMS) offers opportunity for organizations to progressively enhance the effectiveness of their workforce. An advanced LMS can be more than a digital version of an organization’s training programs for specific jobs or to achieve compliance with policies and regulations. It can provide dynamic yet informal learning that business units can create, deploy and sustain through their own efforts. Last year I outlined the benefits of this new generation of learning management systems.

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Topics: Human Capital, LMS, learning, HCM, human capital management, Doce, Operational Performance Management (OPM), Business Analytics, Business Collaboration, Cloud Computing, Uncategorized, Business Performance Management (BPM), Customer Performance Management (CPM), Financial Performance Management (FPM), Sales Performance Management (SPM), Supply Chain Performance Management (SCPM)

Meridian Helps Communities and Customers with Learning Management System

Posted by Ventana Research on Apr 1, 2016 9:58:59 AM

In this highly competitive age, optimizing the potential of workers is essential. A learning management system (LMS) can increase both knowledge and engagement. Our benchmark research on next-generation learning management systems finds that adopting one can help almost half (46%) of organizations gain a competitive advantage, and more than one-third (35%) said it assists in helping customers. Expanded use of learning can engage customers, partners and others who need more information about an organization or its products and services. Thus we suggest that learning systems should be used for and made available in customer and third party communities. Doing so can enhance effective use of products and services and help reduce the volume of inbound calls to and interactions with the contact center.

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Topics: Human Capital, Meridian, Learning, Learning Management Systems, L, Operational Performance Management (OPM), Uncategorized, Business Performance Management (BPM), Customer Performance Management (CPM)