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"Apex Code and industry defining features like intelligent work flow and multi-instance development environment provide clarity to enterprise CIOs by enabling them to focus on innovation, not infrastructure," said Denis Pombriant, managing principal of Beagle Research There is...

It's just a hunch, but I think that NetSuite CEO Zach Nelson will not have the same problems with the SEC (Securities and Exchange Commission) regarding his IPO (initial public offering) that Marc Benioff had a couple of years ago when he took Salesforce.com public ...

Over the last three weeks I have received an intensive course in what it means to be The Customer, and I really liked it ...

Ten years ago Joe Pine defined customer experience in "The Experience Economy" and as is typical for big ideas, it took several years for it to ferment and bubble up to the mainstream. During that time, it's been amazing to see how we've turned customer experience into something different from what I think Pine intended ...

On my way out of Fenway Park the other night, I found a credit card on the sidewalk -- an American Express platinum card to be specific. There was no big moment of indecisiveness on my part about what to do with the card because I would expect anyone finding one of my cards on the street to act responsibly and I expect you feel the same ...

Earlier this year, we did a study of attrition in the call center. We wanted to know why even good or great call centers have such persistently high rates of attrition, especially when on-boarding new agents. On-boarding is the process that starts with hiring and continues through training and the initial experience of dealing with customers ...

It's hard to avoid comparisons between Microsoft and Salesforce.com this week. While many see a zero sum game being played out in which Google plus Salesforce.com somehow equals a diminished Microsoft, I think there's more ...

As you may know, I have been writing about on-demand computing for close to 10 years. The other day a reader sent me an interesting e-mail that I think sums up what a lot of other people are thinking. The note reads, in part, "We've all read the same books, we all know who Clay Christensen is and none of this surprises us. So why are the big players letting themselves go down the same well-worn path?"...

Paul Greenberg has one of the most prolific and wide-ranging minds in the CRM business. He wrote the CRM bible, CRM at the Speed of Light, which is now in its third edition. He lectures constantly, educates, and writes and publishes just about everywhere in the CRM world ...

A miracle year comes along very rarely, though any single year could be one depending on the subject matter. For example, as a member of Red Sox nation, 2004 will always be a miracle year for me, because my team won the World Series after 86 years of futility -- the Cubs are still waiting for theirs ...

Little is known about the two companies' long-term plans, though, and theories about where they might take this relationship are highly speculative, Denis Pombriant, founder and principal of Beagle Research, told CRM Buyer "It could be about CRM -- Google has ambitions in this...

Sage Software is having its annual Insights user meeting this week in Orlando, Fla., and I am filing this piece from there. More than 3,000 partner representatives are in attendance, which accounts for a broad array of products that include ACT!, SageCRM, SageCRM.com, and SalesLogix on the front-office side, plus a blizzard of accounting and ERP (enterprise resource planning) products for the back office...

Do we still need venture capitalists in the software industry? Sounds like a no-brainer, but the question also reflects the disruption that is taking place in enterprise software -- initiated by Salesforce.com and accelerated with its unveiling of a company incubator in San Mateo, Calif ...

"This is not so much a CRM announcement as it is a technology announcement," Denis Pombriant, principal with the Beagle Research Group, told CRM Buyer. "I look forward to learning more about what all this technology means for the CRM user." An evaluation version of SplendidCRM...

"These are the types of big vendor announcements to give end users a sense of what the future holds for them as they continue down a path with companies that are strategic partners," Denis Pombriant, principal of the Beagle Research Group, told CRM Buyer Where It's Headed...

Oracle's announcement seems rather defensive in light of Salesforce.com's recent deal with Adobe to include Adobe Flex tools in its hosted offerings, Denis Pombriant, principal with the Beagle Research Group, told CRM Buyer "From these two announcements, I would say there is a...

Last week, I got into the idea of evolution as it relates to the technology market and used Microsoft and Salesforce.com to illustrate the need to keep multiple plans percolating so that a company can take advantage of a move in the market ...

"I think this ups the ante for anyone building customer-facing applications," Denis Pombriant, principal with the Beagle Research Group, told CRM Buyer "Although the on-demand movement has been around for about eight years, the idea of on-demand development and deployment by I...

Denis Pombriant, principal with the Beagle Research Group, sees other possibilities "Any application or business that is governed by contracts or deep records management, such as medical records, would be fair game," he told CRM Buyer. "A lot of people don't realize how import...

Salesforce.com on Tuesday announced it has acquired content management software vendor Koral. At a luncheon served up at the Four Seasons Hotel in San Francisco, CEO Marc Benioff said that document management is a core element of the company's platform strategy. That strategy has been rolling out in bits and pieces since the company announced its Apex platform last year...