Apr 04, 2018 By Robert DeSisto

Moving From Clicks to Conversation: Finally Analytics You Can Use

No one debates that data is valuable to make fact-based business decisions. The problem is that gaining insight from the data requires too much of the time from a busy salesperson or customer service agent, causing them to not take advantage of that data. When analyzing this dilemma, lets start... Read More

Analytics, IT, Artificial Intelligence

Mar 27, 2018 By Robert DeSisto

Seamless Upgrades Are A “Must Have” For Customer Success

A long time ago in a data center far, far away there were IT departments performing painful CRM software upgrades. The entire department would be on “pins and needles” worrying what critical functionality may or may not be supported, or what customization would just not work anymore. A... Read More

Customer Success, IT

Dec 14, 2017 By Robert DeSisto

How AI, Predictive Analytics, and Apps Can Close the Customer Experience Gap

It is no longer a debate. Companies who provide great customer experiences will be winners in the Fourth Industrial Revolution — where intelligence will reign supreme. According to a recent Harvard Business Review Analytic Services Study, 73% of business leaders say delivering a relevant and... Read More

Apps, IT, Artificial Intelligence

Dec 01, 2017 By Robert DeSisto

Why Everyone Wins in the Salesforce Economy

It was 11 years ago when Salesforce briefed me at Gartner about this new idea called Salesforce AppExchange. It was a concept that would enable customers, implementation partners and ISV providers to share and/or monetize applications in the cloud. The value proposition was simple: build, innovate... Read More

Cloud

Sep 11, 2017 By Robert DeSisto

How IT's New Role in AI Can Help Transform Customer Experiences

It's no secret that customer experience has become critical for all businesses across the board. But these days customer experience goes well beyond sending out an email blast, addressing the customer by their first name, and showing them a plethora of products that they might be interested... Read More

App Cloud, IT, Customer Experience, Artificial Intelligence

Jul 20, 2017 By Robert DeSisto

Moving from Customer Survival to Customer Success

For years, customers were often enslaved by on-premise applications that were very difficult to keep standing due to changing infrastructure, patch fixes and release upgrades. Then many of these customers were promised a seamless migration from on-premise to the cloud, only to have their hopes... Read More

Cloud, Leadership

Jul 11, 2017 By Robert DeSisto

How Cloud Ecosystems Deliver Economic Impact and Innovation

The concept of a technology ecosystem isn't new. Early ecosystems emerged decades ago to help companies develop and run applications on desktop and server computers. Partners in these early ecosystems resold or wrote software to run on computers, installed infrastructure to run software, loaded... Read More

Cloud, Innovation

Jun 12, 2017 By Robert DeSisto

Harnessing the Power of AI to Transform Customer Experiences

There has been much discussion about putting the customer first and the value of customer relationship management. Today, with vast amounts of customer data flooding in from multiple touch-points - the internet, social media, mobile and the Internet of Things, the role of CRM has never been more... Read More

Sales, Artificial Intelligence

Jun 06, 2017 By Robert DeSisto

The "C" in CPQ Takes a Back Seat to "PQ" When it Comes to Value For Many

CPQ is going through a mini upheaval, and for a great reason. Historically, technology vendors and customers placed the CPQ value proposition on the “C” in CPQ. This was almost a necessity, since the configuration part of CPQ required companies that had complex assemble-to-order or... Read More

Sales, Quote-to-Cash