Genie is the culmination of at least a decade’s worth of incremental progress building on top of the core CRM product through both organic development and a significant volume of acquisitions (of relevance here includes ExactTarget, Krux, Mulesoft as the most significant, at the head of a much longer list).
Those who have been around a while in this industry know that sales often grow fastest in the toughest of times, as efficiencies need to be made and costs saved. Even so, there is always an on-ramp and readjustment to remind and educate buyers and investors alike that to save money, you need to invest in the right places to make the necessary changes.
But one area that seems to have garnered little attention is the gritty reality of the challenge of finding information, gaining and sharing knowledge, and make informed decisions. Endless Zoom meeting, just don’t cut it. We get by, we do the best we can, but for knowledge workers, in particular, there are serious and often unacknowledged challenges ahead.
We have been ongoing about innovation (or the lack of it) for some time now. And though there is no question that the process and content industry is slow to move, and typically lacks that …
Adobe is best known for its Experience & Creative Cloud businesses. For over the past decade, it has become the dominant force in Customer Experience Management, the go-to technology brand for digital marketing and digital creation. What gets lost, it’s even painful to find it on the Adobe website, is another cloud altogether, the Adobe Document Cloud. It’s the least sexy of the clouds but in our analysis the most important.
Recently I spoke at the inaugural MarTech Conference in Delhi, and both the excellent presentations and the many off the cuff conversations led me to be a bit concerned about where this market is heading. …
First, let’s put Cisco into context. Cisco is a giant with over 60,000 partners generating 85% of its revenue. Technology firms that sell through partners historically had a hands off approach to the customer experience (CX), as managing the customer is considered the partners job. Over the past few years this analyst has seen first-hand the enormous disconnect that such an approach to CX can generate. In a nutshell, the tech firm thinks the customer loves them (after all they spend money on their licenses and products), but in reality the customer loathes them, as nothing works as promised, and they are left to pick up the pieces and sort the mess out themselves.