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In search of real, practical Social CRM

The search for next big thing when it comes to Customer Relationship Management has been a long, strange trip for those of us who remember when Siebel was battling it out with Brock and Saratoga, and...

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At the Crossroads: Can HubSpot Become the Next Salesforce?

Happy companies create happy customers. This is one of the themes that comes through when you visit HubSpot. That, and the fact that they measure everything and are particularly open – from their...

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SAP + hybris is ALSO about The CEM Imperative

Although it’s software rather than services this time, yesterday’s announced acquisition of hybris by SAP is just as much about customer experience management (CEM) as the recent fusion of Accenture...

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Summer Reading – Thoughts on Gartner’s Latest CRM CEC Magic Quadrant

As I ramp up DCG’s social CRM research I’ve been looking through a number of recent industry studies including the latest edition of the Gartner Magic Quadrant on CRM Customer Engagement Center...

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SAP Bets Big on Big Data and Platform Play

At this past week’s TechEd 2013 event in Las Vegas, SAP signaled loud and clear that it’s betting big on big data and positioning its HANA technology as a platform for growing the company’s ecosystem...

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