As NASA’s space shuttle program comes to an end and several baby boomers retire, it can be unsettling to realize that the knowledge that sent the first man to the moon might be lost forever. But this scenario is occurring quietly all over corporate America. As boomers—one third of America’s workforce—are entering their golden years, millions of dollars’ worth of irreplaceable knowledge will be stepping aside every year.
Corporations not only can stave off this knowledge exodus, but also can hasten a knowledge influx and guarantee that knowledge will never again be static or localized to a few individuals. Moxie Software has recently launched Social Knowledgebase, which combines social collaboration technology with knowledge management, aiming to make it easy to tap into and capture knowledge sourced from individuals, groups, and even trading partners and customers.
The slew of product announcements at the recent Inforum 2013 conference was underlined by the announced general availability of Infor 10x, an enterprise release that in Infor’s view marks a major step forward in achieving its vision. Infor 10x unites a multi-purpose middleware platform featuring social, mobile, analytical, and cloud capabilities with Infor’s suite of solutions.
All major applications feature a reinvented HTML5 user experience, the new Infor Ming.le platform for social collaboration, business process improvement, and contextual analytics, and pervasive in-context analytics embedded throughout workflows that are packaged within the Infor ION integration framework for managing business process flows, workflows, and alerts. Read the rest of this entry »
The days of companies making serious investments in general purpose social networks and collaboration tools seem to be numbered. The true value of collaboration tools comes only via enabling particular best practices and helping solve certain issues and situations. To that end, Moxie Software, a provider of customer-centric enterprise social software, recently announced the availability of its Collaboration Spaces for free. Enterprises of all sizes can benefit from Moxie Software’s functional collaboration application (with activity streams, groups, ideation, projects, discussions, wikis, blogs, user profiles, mobility, branding, etc.), which connects employees, customers, and trusted partners to engage in business, share knowledge, and collaboration.
In its ongoing competition with IBM, Oracle, Microsoft Dynamics CRM, Moxie Software, salesforce.com, and KANA Software, Pegasystems (a.k.a., Pega), an upbeat provider of business process management (BPM) and customer relationship management (CRM) solutions, announced the latest version of its process-centric CRM solution. The latest release, Customer Process Manager (CPM) enables real-time collaboration amongst customers, the customer service representatives (CSRs), and supporting back-office teams across the enterprise.
Recently released FinancialForce PSA Winter ’13 builds on FinancialForce.com’s commitment to making professional services teams more effective, mobile, and social (having been built on the Salesforce Platform and natively embedded with Salesforce CRM). Winter ’13 is based on enhancement ideas submitted online by the company’s growing community of users via the FinancialForce Community portal that was launched in 2012.
Microsoft recently held its annual Dynamics Fall Analyst Event (FAE) in Redmond, Washington, where news about the company’s Windows 8 platform (see Part One of this blog series) and Microsoft Dynamics products (see Part Two of this blog series) was released. Among the demos and tours was info on some of the lesser-known data platforms and business intelligence (BI) capabilities for Microsoft Dynamics.
I recently attended the Microsoft Dynamics Fall Analyst Event (FAE) 2012 in Washington state, which started with a tour of a local Microsoft Store (see Part 1 of this blog series, Microsoft Analyst Event Part One: What’s New for Fall 2012). At the company’s Redmond, WA Microsoft headquarters, Kirill Tatarinov, President of the Microsoft Business Solutions Division (MBS), gave us the 2012 year-end review. One major point that he made was that he and the entire MBS department have been promoted into a full-fledged Microsoft division (no longer folded together with SharePoint and Office), and that the division has been recruiting new executives and rank-and-file employees. I take this as a sign of the company’s serious investment in Microsoft Dynamics.
The 2011 holiday shopping season seems to have arrived a bit sooner for SAP, who forked out US$3.4 billion for SuccessFactors during the first weekend of December 2011 (see SAP’s official press release). Another curiosity of the acquisition is that it took place on Saturday, which hasn’t prevented bloggers and twitterers from swiftly contributing with their off-the-cuff opinions.
Social media provides data to the enterprise on how its customers are interacting. Even though most decision makers understand that gathering and analyzing this data is important, it’s not always easy to know how.
Astute Solutions was founded in 1995 to offer call center and issue management software, which later became a full customer service solution. The acquisition of RealDialog from LiveWire Logic in 2006 added knowledge management to the offering. In 2010, Astute acquired Gamma Engineers for its social media management technology. This has evolved into today’s Astute Social Relationship Management (SRM) solution, with the ambition to offer functionality not just for managing social data, but for using the results in the cross-channel customer relationship activities of a company. Read the rest of this entry »
CRM has changed enormously over the past decade. New technologies and changing customer behavior have both had a great impact on the way companies manage their existing and potential clients. Read the rest of this entry »
Many people consider social media as a set of tools for communicating with others and/or entertaining themselves and collaboration as a characteristic of business processes and workflows that allows employees to work together to be more efficient.
In reality though, both social media and collaboration can help employees communicate and share information, and thus work more efficiently. In addition, the success of any social media and collaboration initiative heavily depends on the tools used and the way they are integrated with the activities of the company. Read the rest of this entry »
Just a quick post to highlight the best presentations of the two collocated Gartner events in Los Angeles last week:
Are you still using cold calling for sales? Do you have a strategy when approaching potential customers over the phone or is it mostly a shot in the dark? Are you aware that you can use social media for sales, which has advantages over cold calling?
In order to answer these questions, let’s take a look at how cold calling and social media can help you with three of the most important rules of selling.
Being a human resources (HR) and customer relationship management (CRM) analyst is definitely a privilege. I get to follow the trends from these two different business areas, which (incidentally) have many things in common: employees are a company’s internal customers, recruiting is campaign management for the workforce, privacy data about customers and employees is equally sensitive, etc. Read the rest of this entry »
According to Paul Greenberg, an expert in customer relationship management (CRM) and social CRM (SCRM), the term “social customer” was coined by Chris Carfi “some six or seven years ago.”
But before being social customers, we are social media users—we use Facebook, Twitter, create blogs and comments on Web sites, and sometimes we can even integrate some of these tools and make them work together. Unfortunately, this is not an easy thing to do and if you use three or more social media tools, you will have a hard time integrating all of them (or most of them). Why? When a social media company launches a new product, they want to keep their followers, users, etc. and they would rather not share them with others (for instance, Twitter has an application that lets you find followers on Facebook, which was recently blocked by Facebook). Read the rest of this entry »