Guest Post: The Relationship Between Cloud ERP and Big Data

There have been quite a few articles written on adopting cloud-based ERP, and whether the technology will be along the lines of its counterparts. Businesses are becoming more aware of the computer industry and the software is improving with each release. Cloud technology is becoming crucial in developing new capabilities to attract customers.

 

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data. Also, it is delivering programmable logic controllers, barcode readers, visual management systems, and wearable technology that can assimilate with the ERP system.

 

Big data is popular amongst business intelligence and analytics applications. Big data technology is evolving and it is changing application systems that have long supported them; it has given challenges and great opportunities. Acquiring business value is not only a challenge but it puts the business’ goals into context. 18-20% of the world’s GDP is contributed by manufacturing. Data is well on its way to becoming the new way to be efficient, since manufacturers worldwide are using it gain an edge on the competition. They are looking for products to better themselves and their consumers while discovering services that can be innovative and add to their image. 50% of reduction from manufacturing in product development holds real value. The largest source, arguably, of data in manufacturing is from ERP. Cloud adaptation is being forced at this point, which is the location where data is evaluated and processed using state of the art analytical engines that can slice and splice data into conventional and unconventional sources. ERP is now the connection of the cloud and Big Data.

 

Cloud ERP showcases enhanced flexibility, customization, lowered cost of ownership, and better integration with emerging technologies. You may also see a lowered number of times you call your IT department. The developments indicate that ERP on the cloud is not a situation of when manufacturing will become part of the trend, but what it will choose to deliver via the cloud before ERP immerses itself in the cloud completely.

 

In this moment, ERP in the cloud has proven itself to be a key player in manufacturing. Many companies will do their best to obtain flexibility, enhance customization, lower their costs and drive the integration of emerging technologies. The cloud will be a central figure in its success. As manufacturers gain confidence and experience the benefits, modules that go far above the functions of basic ERP will submerge in the cloud. Mobility and data growth are adding to the need, which would take ERP into the cloud, to create an improvement in efficiency and intelligence leveraged regardless of time and locality. This change coming will be historic. The ERP landscape is being reshaped as this is being written.

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(Image Source: FanRP)

 

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Saurab Prabhakar is a SEO & Outreach Intern at The Marketing Zen Group. He writes creative content on behalf of the ERP systems specialists at TGO Consulting, and enjoys his work. You’ll find him instructing Group Fitness classes and enjoying great food. You can connect with Saurab on LinkedIn.

 

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Dr. Natalie’s Research Agenda and Published Research

If you are wondering what I have been up to lately, I thought I would put all the research I have published  into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics, Big Data, Customer Experience, Leadership, Organizational Change Management, Storytelling, Collaboration, Digital Transformation, Social Selling, Social Media, the Cloud, Marketing, Sales, SaaS, IaaS, PaaS, DaaS, AI, Machine Learning, Innovation, Social Networks, Social Media Monitoring, Mobile, Customer Service and Customer Success Management….and a few things in-between…

IOT (The Internet of Things), Innovation, AI, Machine Learning, Analytics and the Cloud

• The Algorithm of You: How IoT Transforms and Differentiates Customer Experience: Using the Internet of Things to Boost Revenue and Deliver a Brand’s Personalized Promise

• Digital Disruption: The Blind Spot That Could Sink Your IoT and CX Initiatives

• The Internet of Things Improves Customer Experience in Retail Supply Chain

• The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming

• Customer Experience IOT in the Automotive Industry-Upcoming

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Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics

• ROI Of Customer Service & Customer Experience

• How to Measure Customer Experience: Performance Management Maturity-Upcoming

• Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming

• The Need for Inspiring Leaders to Orchestrate Customer Experience Initiatives-Upcoming

• Experience Management: How to Deliver Integrated Customer Experiences

• How Rackspace Creates the Next-Generation Customer Experience

• The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

• Digital Imperatives for Omni-Channel Retail Customer Experiences

• Nine Pillar Of Successful Self-Service for Digital Customer Engagement

• 6 Pillars of e-commerce Customer Engagement

• 9 C’s of Customer Engagement – Delivery and Communication Styles: Channels, Content and Cadence

• 9 C’s of Customer Engagement – People Centric Values: External & Internal Culture, Community, Credibility

• 9 C’s of Customer Engagement – Right Time Drivers: Context, Catalysts, Currency

• How Delta Uses Microsoft Dynamics and Avanade to Create Next-Generation Customer Experiences

• How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle

• Delta Uses Microsoft to Transform Flight Operations and the Customer Experience

• New Belgium Brewing Creates Great Customer Experiences Using Microsoft Dynamics

• Beyond Journey Maps, Delivering Mass Personalization at Scale

• The State of Customer Service and Support Evolves 

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Social Media, Customer Service, CRM, Analytics, Innovation and the Cloud

• How General Motors Using Social Media To Listen To Customers and Sell Cars and Deliver Service

• The ROI of Online Communities: Online Communities Provide Value Beyond Call Deflection

• Why Top Marketers Create Branded Social Networks for Customer Engagement

• The State of Customer Service and Support Evolves 

• ROI of Social Customer Service- Upcoming

• The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming

• Mobile Customer Service-Upcoming

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Digital Marketing, Analytics, Innovation and the Cloud

• Should the Chief Marketing Officer Oversee the Whole Customer Experience?

• Data-Driven Marketing Campaign Optimization

• VentureBeat: Should the CMO Run the Whole Customer Experience?

• Executive Brief: Can Brands Keep Their Promise?

• Oracle Moves Its Focus from the CIO to the CMO

• How to Staff the Team for Effective Content Marketing

• The State of Marketing 

• Marketing Funnels Are Dead, What’s Next?

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Digital and Social Sales; Commerce, Innovation, Analytics and the Cloud

• How Sales Leaders and Sales Reps Can Create a Social Selling Organization: Convert Average Sales Teams into Top Performers Using Social Networks

• Five Approaches to Drive Customer Loyalty in a Digital World

• The Modern Sales Experience

• Continuity of Customer Experiences Drives the Future of Commerce

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Customer Success Management, Analytics, Innovation and the Cloud

• The State of Customer Success Management

• Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

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If you are interested in learning about any of these reports or research, a speech or webinar on any of these or related topics, please reach out to me here!

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Innovative, Customer-Facing Applications that Create Great Customer Experiences

 

 

 

 

 

 

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Capgemini Collaborates with Celaton on Artificial Intelligence in the Cloud

What’s the Partnership Between Capgemini And Celaton Mean to Your Company? Capgemini, consulting, technology and outsourcing services, has announced a new global collaboration with Celaton, a specialist Artificial Intelligence (AI) company, to license and use its inSTREAM, cognitive learning technology. The 3 year contract, signed between Capgemini and Celaton, will extend Capgemini’s already strong automation capabilities, help to drive further efficiencies and add Artificial Intelligence to Capgemini’s Business Services solution portfolio.

What Does Celaton’s inSTREAM Software Do? It streamlines the handling of unstructured unpredictable (and structured) content such as correspondence, claims, complaints and invoices that organizations receive by email, social media, fax and paper. This minimizes the need for human intervention and ensures that only accurate, relevant and structured data enters business systems. Unique to inSTREAM is its ability to learn through the natural consequence of processing information and collaborating with people. Capgemini’s extensive knowledge and experience in business process services will also enable Celaton to accelerate and improve inSTREAM’s capabilities.

What Will The Partnership Provide For Clients? The cooperation will enable Capgemini to increase efficiency, shorten turnaround times and enhance quality in areas where incoming documents and queries need to be processed, improving overall customer satisfaction. At a time when more and more customers expect the use of AI and modern automation tools, the alliance will help Capgemini’s Business Services advance their market leading use of automation and AI for its core business. Earlier this year, Capgemini introduced an Autonomic Platform-as-a-Service (PaaS) offering founded on best of breed technologies to deliver intelligent automation solutions on-demand for enterprises. The Autonomic PaaS aims to improve the predictability of organizations’ operations across their infrastructure, applications and business processes. The Celaton agreement is a further commitment from Capgemini to develop advanced client solutions using intelligent automation, cognitive and AI technologies.

Is This Offered in a SaaS or Cloud Mode? The addition of Celaton inSTREAM expands Capgemini’s Business Services’ extensive Software-as-a-Service (SaaS) portfolio with an artificial intelligence-based processing solution for incoming unstructured content –which is driven by its global automation Centers of Excellence. It is an important element in ensuring the delivery of maximum value to its customers.

Notes From The Executives: Lee Beardmore, VP and Capgemini’s Business Services Chief Technology Officer said, “There is significant industry debate on how cognitive computing and artificial intelligence will impact the BPO market. We are taking our delivery from debate to global implementation and are proud to partner with Celaton as a leading vendor in the business process AI space. Building on the introduction of Capgemini’s Autonomic Platform-as-a-Service, Celaton’s technology extends the penetration of cognitive computing into our delivery of business process services.”

Andrew Anderson, CEO of Celaton said, “I am delighted that Celaton and Capgemini have committed to this global partnership. The transformational impact of AI has been proven with many organizations and yet this emerging technology is often greeted with scepticism. Capgemini’s global reach and credibility will have an impact on the perception and adoption of AI and I’m very excited that Capgemini’s customers will soon be able to realize its significant benefits.”

My POV: AI is very important to the emerging capabilities of company’s to add cognitive computing into the delivery of business processes of discerning unstructured content. And with social and digital content abounding, there is no storage of unstructured content. And there is unlimited potential in the value of this unstructured content if it can be harnessed. This duo will give brands that opportunity.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results
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Capgemini Joins Forces with Blueprint to Offer Advanced Requirements Management Capabilities for Financial Services

What’s The Combo Up To? Blueprint, an innovator and global leader in accelerating and de-risking large, complex IT projects, and Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced a resale agreement increasing the ability for strategic customer growth worldwide.

How Will Capgemini and Blueprint Work Together? Capgemini will continue to leverage Blueprint’s wide array of requirements management capabilities both for its internal product development and for its customer implementations. Blueprint’s leading-edge, enterprise solution allows Capgemini to accelerate delivery of its industry leading solutions and reduce total cost of ownership for its customers. Blueprint’s software assists in aligning business strategy with IT execution, ensuring regulatory compliance, and supporting organizational transformation.

A Note From the Executives: Martin Saipe, Senior Vice President of Corporate Development, Blueprint said, “Blueprint’s growing alliance with Capgemini represents a significant milestone in Blueprint’s channel strategy. Capgemini is a key part of our growth plan through the system integration channel. We are excited about this new resale capability and are expecting significant activity in the near-term.” 

Anand Moorthy, Vice President, Global Testing Practice, Financial Services, Capgemini stated, “Our collaboration with Blueprint provides very robust requirements and documentation tools for customer implementations and internal product development,” said . We can accelerate the requirements process for many of our customers because of pre-built, accelerator models that are refined over time, incorporating best practices which we then deploy in selected projects. Rather than creating new custom requirements for each project from scratch, we are able to be more prescriptive in our delivery helping our customers manage costs and lock-in quality.”

MY POV: This combination will help Capgemini’s clients accelerate the requirements process  because of pre-built, accelerator models that are refined over time, incorporating best practices which we then deploy in selected projects. As a former systems integrator and management consultant, I can say this is a very distinct advantage.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results
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NBCUniversal Launches One-Stop Shop for Data-Driven Ad Targeting

What is Audience Studio? NBCUniversal wants to make it easier for advertisers to use data to target audiences more precisely across TV, digital and social media. The media company, owned by Comcast Corp. , is introducing a new division called Audience Studio, which is dedicated to helping marketers employ data for ad targeting purposes by tying together four different ad buying products NBCU has introduced over the past few years. Audience Studio is being led by Denise Colella, NBCU’s senior vice president of data platforms and strategy who is in the midst of putting together a team of specialists for the new endeavor, including several planned hires.

Does Audience Studio Have a Data Management Platform? In addition to the group of ad targeting experts, at the heart of Audience Studio is a new “data management platform.” It’s basically a set of digital tools that advertisers will be able to use to match their own data with data from NBCU and third-party sources, in order to put together ad targeting segments, such as new moms in the market for a family friendly car. Marketers can then use that information to direct their advertising to those groups on TV and the Web.

What Four Offerings Does Audience Studio Include? Audience Studio will essentially tie together four recently launched NBCU ad offerings: Its Audience Targeting Platform lets advertisers target specific audiences on linear TV, and NBCUx is a similar product for digital media. NBCU+ Powered by Comcast provides marketers some access to Comcast set-top data for ad targeting purposes. And Social Synch helps brands extend the reach of their ad buys across various social networks.

Why Is Audience Studio An Interesting Opportunity for Marketers? Until now, a marketer looking to take advantage of two or more of these tools might have had to input data several different ways and come up with different definitions of potential ad targeting segments. Brands were largely then left to try to match up the segments manually. As more advertisers look to employ data-centric ad strategies across multiple media outlets, the process has the potential to cause major headaches, according to Krishan Bhatia, executive vice president of business operations and strategy at NBCU.

“If before you had this Chinese Wall between groups, with this, you are permeating that,” Mr. Bhatia said. “Going forward, a brand can now align their data inputs and outputs.”

What’s the Most Difficult Part of Targeting the Right Audience Segments? Naturally, advertisers want to eliminate any potential barriers when trying to increase their use of sophisticated targeting. Yet one complaint some buyers have raised recently is that they are worried that the each of the big TV companies will build its own unique systems and processes for data-driven advertising. That level of complexity might hold back the overall market’s potential, these buyers say.

In fact, some have advocated for a single technological solution that all the big TV players could employ for data-driven ad buys.

With Audience Studio, will NBCU be accused of going its own way? Mr. Bhatia said that he’d be more than willing to listen if such a broader effort were under way. But, we don’t have the luxury to wait for that solution to emerge,” he said. “We’d be the first people to think through how we might use that to help our clients. But right now we want to establish a leadership position and let our ad clients use any sort of data you could possibly imagine for advertising.”

MY POV: With yet another possible target marketing option in the marketplace, marketers need to take a really close look at the technology their currently have. It may mean that they do a “bake off” and determine, by comparing actual results, what technologies and platforms will really serve their needs to not only target the right audience, but also to increase lead conversion rates. The good thing is marketers have more choices than ever. The bad thing is, marketers have more choices than ever.

@Drnatalie, VP and Principal Analyst, Constellation Research

Covering Cloud, IOT, Marketing, Sales and Service to Create Awesome Customer Experiences

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Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know. We want to hear your stories of using and developing:

  • IoT
    • IoT and creating awesome Customer Experiences
    • IoT and creating awesome Customer Service (Field Service)
    • IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy
    • Using IoT to deliver smarter Marketing
  • Cloud
    • Using the Marketing Cloud to Increase Conversion, Targeting, Relevancy…
    • Using Customer Service Cloud to Service Customers Reactively, Proactively and Drive Marketing
    • Using the Customer Experience Cloud To Drive Awesome Customer Experiences
    • Using the Sales Cloud to Grow Win Ratios…

We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. We’re searching for leaders and teams who used disruptive technolgies to transform their organizations. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale.

Are you really on the leading, bleeding edge? Then we are looking for you! If you are not on the edge, you are taking up too much room! We’re searching for the boldest, most transformative technology projects out there. If you or someone you know has what it takes to compete in the SuperNova Awards, fill out the application here

What’s the Timeline look like? I kinda hate to publish this, because everyone looks at it and thinks- Oh August – I have plenty of time! Don’t kid yourself. It takes time to not only do a great project but also document it! So don’t wait to the last minute… If you are up to something special, start jotting down your project info so you won’t be late with application submission!!! And make sure you have data to show your results!

  • February 8, 2016 application process begins.
  • August 8, 2016 last day for submissions.
  • September 7, 2016 finalists announced and invited to Connected Enterprise.
  • September 12, 2016 voting opens to the public
  • September 21, 2016 polls close
  • October 27, 2016 Winners announced, SuperNova Awards Gala Dinner at Connected Enterprise 

Why bother? There’s lots of Rewards! Besides getting to hang out with me 🙂 and a ton of other really outstanding and amazing leaders, and get to hear what the top companies in the world are doing, you’ll also get…

Wondering Who Are the Judges?

The judges are technology thought leaders, analysts, and journalists selected for their futurist mindset and ability to separate substance from hype. The SuperNova Award Judges carefully evaluate each SuperNova Award application against a rigorous set of criteria. Judges will identify individuals who demonstrate true leadership in the application and adoption of new and emerging technologies.  Want to catch a judge’s eye? Judges look for projects whose elements can be replicated in other enterprises. Want to know more about the awards and judges? You can learn more about the SuperNova Award Judges.

What Types of Projects or Inititatives Can Be Submitted? Here’s a list of the categories:

  •  Internet of Things – A network of smart objects enables smart services. (examples: sensors, smart ‘things’, device to purchase)
  •  Data to Decisions – Using data to make informed business decisions. (examples: big data, predictive analytics) 
  •  Digital Marketing Transformation – Personalized, data-driven digital marketing. 
  •  Future of Work: Social Business – The technologies enabling teams to work together efficiently. (examples: enterprise social networks, collaboration)
  •  Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. (examples: talent management)
  •  Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront. (examples: digital retail, supply chain, payments, omni-channel retail)
  •  Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (examples: crm, customer experience)
  •  Safety and Privacy – Strategies to secure sensitive data (examples: digital identity, information security, authentication)
  •  Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. (examples: innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production)

Who Won Last Year? I knew you would ask that, so here’s that info below. And they were all outstanding. Let’s see if you can beat what they did last year! We are really looking for the super stars. And you know who you are!

CoIT & The New C-Suite

Martin Brodbeck: CTO, Sterling Backcheck

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Data to Decisions

Alda Mizaku: Lead Bus Solutions Analyst, Mercy

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Digital Marketing Transformation

Naveen Gunti: Senior Director of e-Commerce Technology and Operations, Tumi Holdings, Inc.

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Future of Work – Human Capital Management

Asha Aravindakshan: Operations Director, Global Talent, Ashoka

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Future of Work – Social Business

Steve Nava: Senior Director Field Service, Americas, Luminex

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Jordan Kivelstadt: CEO, Free Flow Wines

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Next Generation Customer Experience

Dan Wallis: Director of KP OnCall, Kaiser Permanente

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Technology Optimization & Innovation

Dr. David Bray: Chief Information Officer , Federal Communications Commissions

Erica Stevens: VP of Supply Chain and Information Technology, Dylan’s Candy Bar

So there’s your bar. It’s been set high, but I know you can top it! Go for it! Can’t wait to see you at  SuperNova Awards Gala Dinner at Connected Enterprise!!
@DrNatalie, VP and Principal Analyst, Constellation Research
Covering Customer-facing Applications That Make Amazing Customer Experiences
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ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)

 

Welcome back to Part 2 of my vendor profile of ServiceSource®. If you’d like the full report, just scroll to the bottom of this post!

Customer Success Management Field Sees Tremendous Growth

Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management (see Figure 1)[1]:

  1. Delivering a brand promise instead of a product or service requires new approaches. The onus of delivering on the brand promise – providing great experiences with a company no matter when the customer interacts with it – is putting new pressures on brands and software vendors. This means the business model of both must shift. A company’s business model must move post-sales care to a more mature level. This evolution requires a different mindset and approach to customer lifetime value.

Figure 1. Four Areas Needed to Master Customer Success Management

4trends

 

 

 

 

 

[1] See “The State of Customer Success Management 2015” by Natalie Petouhoff, Constellation Research, December 22, 2014.

  1. Companies who believe in customer experience build CSM organizations. Not all CSM organizations are created equally. In an opt-in economy, the economic value of a customer is realized over time, instead of in the upfront sale. This means that organizations that want to become CSM-oriented are looking at three main areas:
  • Hiring, training and rewards for employees
  • Becoming a center of excellence for CSM
  • Strategy combined with data
  1. CSM cultivates more customers, lowers churn, and improves margins. The reason many companies have adopted the opt-in business model is that they realize, when they consistently deliver great experiences, they have loyal customers who advocate for the brand and often will make referrals. Advocating for the brand can be in the form of a post in a social network or offline in telling friends or family of their experiences.
  2. Predictive analytics identify known attributes and reveal previously unknown attributes that drive customer success. The only way to preserve a company’s revenue stream is to keep customers opting in. To become a CSM organization, a company has to actively manage customer relationships to ensure the customer is getting value. This critical step requires data in the form of real-time and predictive analytics.
  3. Integration of the Internet of Things and predictive analytics improves precision of decisions. The amount of data and analytics that CSM platforms provide is important, especially when data from sensors and other sources (that make up the Internet of Things) is integrated into the solution to provide a company with predictive analytics and actionable insights that drive better and more precise decision making throughout an organization.

Be sure to check out my vendor profile of ServiceSource®. An excerpt of the profile including the table of contents is available to download.

DOWNLOAD EXCERPT 

@drnatalie

VP and Principal Analyst, Constellation Research, Covering Customer Success Management, IOT, Analytics and Customer-facing Applications that Deliver Enhanced, Trust-building Customer Experiences via Customer Service, Sales and Marketing

    

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Teradata Influencer Summit Highlights

Herman Wimmer, Co-President kicks off the event. Herman says that the guiding priorities of Teradata are:

Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture

Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage

Key Principle#3: Cloud for Analytics

Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration

Key Principle #5: Consulting, Big Data Consulting, Analytics Consulting, Managed Services

Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion….

In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be. Companies that used to compete on selling cars are really COMPETING ON THE “experience or what it feels like to drive/ own the car.” Engineers, marketers, Customer Service Professionals can guess what is making the customer happy- DRIVING THAT CUSTOMER EXPERIENCE or they can use these technologies available to drive better business. It is not easy, but Teradata is definitely simplifying it. But it takes investment of people, process, time, and the technology and PASSION at a brand to take this conversation, strategy and tactics on and turn it into a reality. Hype doesn’t get you very far. We are out of the hype cycle and need to get down to business using data to make the best customer experiences.

My POV: Where is your company with respect to going beyond the conversations of “big data” for “big data” sake and are truly embracing the data in the business, where it can make a difference. Who should lead this? CEO’s that “get the value of data” are looking to someone in their organization to do it – CIO, CTO, CMO, Customer Service Professional to lead data revelations. And if one of those “titles” doesn’t step-up and lead or co-lead with other executives, CEOs will find and hire a Chief Digital Officers or Chief Customer Officers to make it happen. It is an opportunity, but it is not without risk. Done well, it bring huge financial rewards to the company that master it. And probably most likely help that person’s career. If you are in a position that isn’t data-centric – then it’s up to you to turn it into that.

@drnatalie, VP and Principal Analyst, Covering Marketing, Sales, Marketing and Customer Service using Big Data Analytics to Deliver Amazing Customer Experiences

 

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Salesforce Transforms Big Data Into Customer Success with the Salesforce Analytics Cloud

The Big Data bug has Just About Bit Everyone. Salesforce announced their Analytics Cloud ecosystem will include: Google, Cloudera, Hortonworks, New Relic, Informatica and Trifacta. It’s true there is more data that ever before. But the ksalesforce analytics cloud natalie petouhoffey with data is to not let it turn into a data lake. It’s great that Salesforce recognizes the need to beef up their analytics could, but the data still needs to go from data to actionable, real-time, right-time in-jounery customer experiences to provide the data employees (think call center agents or sales people or marketers) need to create amazing experiences.

Salesforce’s Analytics Cloud is Powered by the Wave Platform, and will bring together a  dynamic user experience, indexed search and a powerful computing engine to explore any data source. Designed from the ground up to be open, more than 80 partners have now joined the Analytics Cloud ecosystem to extend analytics for every conceivable use case and enable data-driven companies to connect with customers in a whole new way. That’s a lot of partners and a lot of APIs.

Is the Tech Landscape Becoming Too Complicated? My fear for business users is that the landscape of technology is becoming so complex – with thousands of choices for varying needs, that business users will get lost in the mirage of chooses. (Maybe that’s where being friendly with IT will help.) If the businesses users do get overwhelmed, they will likely get halted in choosing something. That’s never good for software vendors when that happens, as it makes for long sales cycles or comments like, “Hhhmmm looks interesting, we’ll get back to you.” That is usually a polite way of saying no. Or at least “no” for now and for a while.

Salesforce’s goal was to empower the business user with more data. For examples, so that sales, service, marketing and other business professionals can discover correlations and patterns across any combination of transactional data—such as CRM, ERP, finance, and HR systems—and unstructured or semi-structured big data sets, all from within the Analytics Cloud. Each of the announced partners brings something to the table:

      Google offers a set of cloud big data services to ingest, process, store and analyze billions of rows and quickly run advanced queries without having to manage any infrastructure. Using Salesforce Wave for Big Data, a marketing manager can analyze the correlations between customer profiles in Salesforce and actual customer engagement data from the Google Cloud Platform—such as purchases, clickstream and mobile app usageto optimize marketing spend and increase customer acquisition.

      Cloudera enables companies to deploy an enterprise data hub, a secure analytics platform powered by Apache Hadoop, to store, process and analyze any data type at scale. Now a marketing executive will be able to identify patterns between a product usage log from Cloudera alongside CRM demographics to target the right customers for a loyalty campaign.

●      Hortonworks provides an enterprise-grade data management platform based on 100 percent Apache Core that enables companies to use the power of Hadoop-drive analytics to optimize the performance of Hadoop cluster. Now a retail bank associate can explore massive amounts of operational, transactional and balance data to understand local economic trends to provide better banking services and counsel to each customer.

      New Relic delivers a software analytics platform that provides real-time insights on the performance of a company’s Web and mobile apps. As a result, companies can better understand how customers are engaging with their digital brand, including clickstreams, mobile activity, end-user experiences and transactions. Now correlations between customers’ behavior on a retail mobile app and history of customer purchases can be visualized together to enable a sales rep to improve cross-selling strategies.

My POV: The  EMC Digital Universe study*, “The Digital Universe of Opportunities: Rich Data and the Increasing Value of the Internet of Things,” the digital universe is doubling in size every two years and will multiply 10-fold between 2013 and 2020 – from 4.4 trillion gigabytes to 44 trillion gigabytes. That’s a lot of data. And while it is true, the large amount of data is the OPPORTUNITY for companies to reinvent themselves through data analytics, the question is will they? While legacy analytics software was never designed to manage the volume, variety or velocity of big data, I don’t think that was the only issue why companies didn’t change the customer experience.

BIG DATA Needs to Accompany Organizational Change: Changes to the customer experience required a change in mindset at the senior executive levels as well as throughout the organization. It’s not for the faint of heart. It’s really about organizational change management. Dang- I wish I could come up with a new word for that. It’s got baggage. So while one is doing their “regular” job, they have to take on what’s needed to transform their business. It’s a tall order and a valiant one at that. I just hope that we don’t “buy-in” to the big data craze, like companies did with ERP and CRM and then not really go the extra miles it takes (people with the right skills to turn data into actionable, in journey insight,  strategy, process, and then actually doing something) to make the big data realization a reality that does change the customer experience. Something needs to. Something needs to prevent the data lake from overflowing. (and yes it’s available on the iPhone and other mobile devices to come….)

@Drnatalie VP and Principal Analyst, Covering Marketing, Sales and Service to Make Amazing Experiences.

*http://www.emc.com/about/news/press/2014/20140409-01.htm

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2015 Teradata Influencer Summit

One of the best ways to really try to keep up with everything that is happening in the digital space is to attend conferences. It’s difficult to attend them all, but it’s important to try to attend as many as you can so you are up to speed. The Teradata Influencer Summit will cover Teradata products and services updates and customer presentations.

teradata natalie petouhoff

In addition, topics will range from Big Data, UDA to Aster strategy and customer successes. As big data is becoming an integral part of Marketing, Sales and Customer Service and especially Customer Success Management, it’s important to connect the dots between how data is gathered, sorted, stored, retrieved, used and how it can be applied to business use cases. I’ll be attending as an industry analyst. Look forward to seeing you there!

@drnatalie, VP and Principal Analyst, Covering Marketing, Sales and Customer Service and Customer Success Management Using Big Data to Deliver Amazing Customer Experiences.

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