Gartner Releases the CRM Sales 2017 Cool Vendors Report – Tad Travis

tumblr_opuxcu1qzF1s2tva9o1_500Colleague Ilona Hansen and I are pleased to announce the newest Cool Vendors for the CRM Sales research practice.

We review three vendors with innovative, algorithm-based solutions that improve coaching and sales execution.

Gong.io improves sales training and coaching with semantic analysis of sales calls.

Tact offers a compelling voice-driven user interface that improves how sales users interact with SFA systems.

Vymo provides mobile lead qualification tools for field-based sales representatives.

We believe that algorithm-based vendors– those delivering predictive analytics, prescriptive analytics, and AI– are relevant to application leaders who support sales processes.  Application leaders should plan now for the next wave of sales automation to help organizations improve sales execution and exceed business objectives

Source: Gartner Releases the CRM Sales 2017 Cool Vendors Report – Tad Travis

My point of view: is it not time to move out of an era of collecting data into an era of using data in CRM?

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Customer Engagement Center Magic Quadrant

 

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After four months of research, surveys both online and on the phone, product demonstrations from 32 software providers, and too many hours in Excel, the 2017 Magic Quadrant for the CRM Customer Engagement Center is now on Gartner.com.

If you are a Gartner client, you will find it here: http://gtnr.it/2pWu0S8 .

If you are not a client, one of the participants likely will offer a complementary copy on their website.

The interesting bit from this side of the process is how essential the basic element of the Magic Quadrant, the case that sits in front of the human agent, remains.

That screen, or form, or graphical user interface, is critical whenever a customer has a complex requirement.

The representative had better have at the ready at least as much context as the customer

Read all: Customer Engagement Center Magic Quadrant

KPMG: Building trust in D&A #bigdata

You can’t make sound business decisions if you don’t trust your data and analytics.

Yet only around a third of all organizations have a high level of confidence in their customer insights or the analytics they receive on their business operations.

In their report, KPMG International explores the current trust gap affecting organizations around the world.Based on a global survey of more than 2,000 organizations, the report shares insights and recommendations on suggested processes, practices and governance for building trust in D&A using KPMG’s four anchors of trust, a framework for assessing quality, effectiveness, integrity and resilience.

Should you trust your analytics?

Find out in KPMG International’s latest report.

“As analytics increasingly drive the decisions that affect us as individuals, as businesses and as societies, there must be a heightened focus on ensuring the highest level of trust in the data, the analytics and the controls that generate desired outcomes.”

Read more at : Building trust in D&A | KPMG | GLOBAL

Meeco: Giving Data Back to Individuals #vrm #blockchain

How many times do you hear a business owner admit: “Had I known what I was in for when I started, I would never have done it?”

The CEO and Founder of Meeco, Katryna Dow, says exactly that.

Maybe it is partly tongue-in-cheek as Dow has been able to create a global business based on a platform that aims to protect an individual’s personal data.

She is also an advocate for digital rights and speaks globally on privacy and data protection.Katryna Dow says her naivety in the early days of creating her business was a Godsend.“

For me at the beginning it was a mixture of crazy and naivety,” she admits. “In the early days people kept telling me it wasn’t possible, so I’m happy that my naivety helped me keep going, and of course you face the challenges and solve them as they arise.”

When we catch up with Dow she is in London working 16 to 18 hours a day.

Read the fascinating story: Meeco: Giving Data Back to Individuals – GROW Magazine

My point of view: 

This would be great, especially if this will enable VRM.

VRM stands for Vendor Relationship Management. VRM tools provide customers with both

  1. independence from vendors, and
  2. better ways of engaging with vendors.

The same tools can also support individuals’ relations with schools, churches, government entities and other kinds of organizations.

For individuals, VRM tools and services provide or increase personal autonomy and agency.

For vendors and other service providers, VRM is the customer-side counterpart of CRM (or Customer Relationship Management) and other systematic means for engaging individuals.

In commercial contexts, VRM tools provide customers — that’s all of us — with ways to operate with full agency in the marketplace. This includes the ability to control and permit the use of personal data, to aassert intentions in ways that can be understood and respected, and to protect personal privacy. VRM tools also provide ways for each of us to bear bear our own side of relationship burdens, and to have the same kind of scale across many vendors as vendors have across many customers. (An example of scale: being able to change one’s address, phone number or last name, for every entity with which a customer deals, in one move.)

VRM relieves vendors of the perceived need to “capture,” “acquire,” “lock in,” “manage,” and otherwise employ the language and thinking of slave-owners when dealing with customers. With VRM operating on the customer’s side, CRM systems will no longer be alone in trying to improve the ways companies relate to customers. Customers will be also be involved, as fully empowered participants, rather than as captive followers.

Source: https://cyber.harvard.edu/projectvrm/Main_Page

Improving Customer Experience Through Customer Data

Customer experience. User experience. Data and analytics. What do these things really have to do with improving the bottom line?

Today, more and more companies are realizing that true competitive advantage lies in creating an engaging customer experience — one that is personal, fast, easy, and useful.

The only problem: many companies are not quite sure how to create it.

By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term.

Why does customer experience (CX) matter?

In the digital marketplace, customers are even more demanding than ever before. More than half of customers today say they’ve switched companies solely because of poor user experiences. Companies who fail to embrace CX as strategic path to growth won’t just be lagging, they’ll get left behind.

But where to start?

The ability to use both active and passive data to better gauge your customer and their journey is imperative to creating the optimal CX and improving journey mapping. Companies must collect, analyze, understand — and most importantly use — customer data to learn how to make CX better.

The following are a few reasons data-driven CX can make the difference.

Read all: Improving Customer Experience Through Customer Data