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Zuora, the company that made its bones in subscription billing and payments, held its annual Subscribed user meeting in San Francisco last week and staked out some new turf ...

"Chatbots look like the new spaghetti being thrown at a wall to see if it sticks," observed Denis Pombriant, principal at Beagle Research Their sweet spot "will be in providing the ability to proactively personalize brand encounters by providing contextual innovation," he told...

There's an interesting connection between customer relationships in subscription businesses and loyalty, according to a recentarticle by Zuora CEO Tien Tzuo. It had particular resonance for me, since I just wrote a (soon-to-be-available) book about customer loyalty myself ...

On the other hand, the purchase "has the earmark of an acquisition done to bring promising ideas in-house without necessarily having a clear path to market," suggested Denis Pombriant, principal at Beagle Research "As one of the larger companies on the planet, Salesforce is mo...

Remember when your mother used to yell up the stairs to get you to turn your music down? Sometimes, in the age before sensitivity awareness, your dad would do the yelling and he'd substitute noise for music. Ah, the good old days. Too bad they aren't here right now yelling at vendors ...

"Seems to me IBM bought the expertise they don't have in-house," observed Denis Pombriant, principal at Beagle Research Group. "Bluewolf has a wealth of knowledge about how to build apps on Salesforce for multiple different platforms." IBM "is looking for ways to pump up its p...

Virtually every CPQ -- configuration, price and quote -- software vendor on the planet has a credible solution for the processes from which the category gets its name. That's the good news ...

"Analyzing operational metrics only gives insight once it's too late to do something," argued Denis Pombriant, principal atBeagle Research Group. "Other measures worth considering include revenue and leads per program against costs, time for programs to yield measurable results, and number of marketing-qualified and sales-accepted leads generated per time unit per unit of expenditure."

There isn't much value left in Yahoo to fix with a board reshuffling, noted Denis Pombriant, managing principal at Beagle Research Group "The cold reality is that there's very little reason for Yahoo to exist on its own. They no longer have the dominant position and haven't ha...

For more than 50 years, the IT industry has followed a well-known script associated with emerging and evolving paradigms: First a product or category is introduced, then it gains wide market acceptance (or dies on the vine), followed by a long period when vendors and customers seek out ever more efficient ways to produce the thing ...

It may not be a cakewalk for IBM, though, because "this isn't the old days when [it] could show up and dominate," noted Denis Pombriant, principal at Beagle Research. Public sector CRM "is a crowded market." How IBM Can Make It Work...

Periodically, a blatantly silly idea gains currency, spreading throughout society, and it has one of two effects: Either it scares the heck out of people, or they become enraptured with its seeming plausibility ...

"Think of it as the insurance company partnering with the patient to ensure that protocols are completed and that people take all their meds because following the protocols results in reduced readmission rates and healthier patients, so the insurance company saves money in the long run," noted Denis Pombriant, principal at Beagle Research Group...

This is delicate and I will be scrupulously neutral in these paragraphs so as to offend no one, but I thought it would be fun to attempt an interpretation of the current political climate from the perspective and sensibilities of CRM ...

Salesforce is opening a can of snakes with its new Health Cloud, which became generally available this week ...

The firm recently enhanced its lineup of business apps with analytics and other advanced technologies, which has given more customers reasons to stay loyal without making additional expenditures, said Denis Pombriant, managing principal at Beagle Research. "It's putting even ...

One of the biases inherent in CRM is its orientation toward new business. This might sound strange to most people, but really, I think of it as the startup echo chamber ...

I was gobsmacked when I read this in Robert Gordon'sThe Rise and Fall of American Growth: The U.S. Standard of Living Since the Civil War: "Electric light, the first reliable internal combustion engine, and wireless transmission (radio) were all invented within the same three-month period at the end of 1879." ...

It has been fun watching the rapid improvement of the marketing function over the last decade. The advance was in no small part due to the advances in marketing automation, and the marketing revolution is not over by a long shot ...

Nearly every generation sees the birth of what, for it, will define modern life going forward. As uncertain as the twenty-teens have been, in retrospect economists may point to this decade as being as important as the tipping points of the 1870s and 1920s ...