Social Networking and CRM

Over the next few years, social networking technologies will be an important adjunct for many corporate or enterprise CRM strategies. They certainly won’t replace standard CRM technologies, but will play an increasingly important role in extending corporate visibility into customer relationships and potential opportunities.

The CRM market is relatively mature, so there’s a strong need for CRM vendors to differentiate themselves to capture new customers. Extending CRM products through integration with social networks will be one way that CRM vendors will try to differentiate themselves.

I expect social networking technologies to eventually play a significant role in industries or markets where social relationships can be particularly important—such as in the legal profession, retail financial markets, venture capital, and other relationship-driven areas.

Social networking technologies can be used to help an organization understand and increase the number of contacts and potential relationships it has in specific companies or industries.

But social networking technologies are just another avenue for identifying, reaching and managing customer and prospect relationships. Traditional CRM functionality will remain core to most organization’s customer strategies.

Share

Cutting Complexity Out of the Agile Organization

Sometimes people can look at something and come to completely different conclusions. Take my ten-year-old son. To him, if he has to do something (or if he’s required to do something) it’s not worth doing. He can always think of something else that’s more interesting or more worthwhile. However (perhaps just because I’m a parent) I believe the opposite. That just because you have to do something doesn’t mean that it’s not worth doing. In many cases, the things that we’re required to do can end up being very beneficial for us. It’s just that it’s not always obvious how they’re beneficial.

Share

Appian

Appian holds a unique position in the BPM market. The company was founded in 1999 in order to help organizations across industries optimize their business processes. With three of its founders coming from business intelligence vendor MicroStrategy, the company wanted to move beyond mere reporting to help its customers tie high-level business goals to the work employees do every day. Therefore, to help organizations turn insight into action Appian began to build out a standards-based BPM platform that provided an easy-to-use framework for designing, managing and optimizing business processes. Appian’s BPM suite was designed and optimized around a completely Web-based interface using AJAX and Web 2.0 technologies.

Appian’s BPM suite has evolved into two primary product lines: Appian Enterprise, for commercial-off-the-shelf enterprise BPM software needs behind the firewall, and Appian Anywhere a BPM suite offered in a software-as-a-service (SaaS) model. Appian Corporation is completely self-funded and has been profitable since its inception.

COMPANY STRATEGY

• Strategically satisfy the high-end of the enterprise market with Appian Enterprise, bringing significant depth in professional services (75 employees) and experience as a core differentiator.

• By growing organically Appian has been able to take a long-term approach to the market, making customer success its number one priority.

• Serve the small-to-medium size market for process improvement with Appian Anywhere.

• Develop strategic OEM, VAR and technology partnerships to drive channel sales to augment direct sales approach.

• Bring targeted solutions to market to address specific customer needs, including the small and mid-sized markets.

UPSIDE ANALYSIS
Appian Enterprise BPM suite is built with the business analyst in mind. Throughout the product, Appian’s in-depth background in business intelligence and analytics is visible. From the manager-oriented dashboard through the process modeler that includes the ability to add analytics and reports at each step, Appian has closely linked business process management with the analytics and business intelligence that are needed to optimize their processes. Upside Research believes this is a particular strength of the solution, and Appian benefits competitively from this built-in functionality.

Upside Research believes that Appian has been a quiet but growing force in the BPM market. Since the company has only recently focused on building market awareness, Appian doesn’t have the brand awareness
of some of the other pure-play BPM solutions. However, with its strong product and focus on customer success and ROI, Appian has already built an impressive customer base. Upside Research believes that Appian will benefit from building broader market awareness, and as it continues to add marquis customers it is well-positioned to become a major force in the enterprise business process management market.

Download the full Appian Upside Research Product Brief.

Share

Lombardi Teamworks

Lombardi Software is a BPM pure-play that has been making its BPM solution available to enterprise customers since 2000. Currently, the company has more than 130 customers, with half of them in the Fortune 2000, and it is recognized as one of the leading pure-play BPM solutions. The company is privately held and backed by several significant venture firms, including Austin Ventures, Palomar and InterWest. In 2006, Lombardi doubled its revenues and added more than 50 employees to support the growth.

Lombardi TeamWorks Enterprise Edition®, Lombardi’s BPM suite, provides a business-user focused solution to process optimization, and includes tools for business analysts and managers in addition to developers. Lombardi has worked to make its user interface seamless with popular business productivity applications, with the release of a fully integrated add-on product for Microsoft Office, Teamwork for Office, something its customers have appreciated. Lombardi’s newest offering is called Blueprint, and it is designed for companies that are looking for a faster, service-based way to enable collaborative process discovery. The hosted model enables companies to quickly leverage Blueprint in their business process discovery initiatives.

COMPANY STRATEGY

• Lead with a consultative sales approach that seeks to help customers identify the best opportunities to use process to transform the business.

• Offer Lombardi Blueprint as a hosted option for companies that want to quickly enable collaborative business process discovery as the first step toward more effective BPM projects.

• Provide Lombardi TeamWorks product suite that focuses on simplifying actions, increasing individual effectiveness, making collaboration easier and driving process performance.

• Deliver “BPM to the Masses??? through TeamWorks for Office.

UPSIDE ANALYSIS
Lombardi has performed well as a successful pure-play BPM vendor. The company continues to be recognized within the industry as one of the leaders, and it is steadily adding customers to its roster to solidify its market position. Lombardi has been particularly good at listening to its customers, and a perfect example is the close integration of TeamWorks with the Microsoft Office user interface. Based on feedback from customer roundtable discussions in 2005, TeamWorks for Office is now a major component of the solution.

TeamWorks does a good job of making the collaboration between business users and IT more seamless. The fact that both types of users design and build the process using the same model is a significant benefit and encourages a close relationship between what each party brings to the BPM equation. The optimization components of TeamWorks reflect Lombardi’s belief that BPM needs to be iterative and processes will continue to change and grow as the business changes. This flexibility is something Upside Research believes is critical to the successful adoption of BPM within the enterprise. In addition, the newest product, Blueprint, reflects the market needs for more flexible tools to assist in helping businesses discover their business processes before launching an extensive BPM project. Lombardi is one of the leaders in what Upside Research sees as a growing trend in BPM software as a service.

Lombardi’s TeamWorks is a very strong BPM product. It combines good technical capabilities with interface and modeling capabilities that are well suited for both business and technical users. On the back-end, its Eclipse-based platform provides extensibility and flexibility. We are also particularly impressed with Lombardi’s support for process optimization. For many organizations, this type of support is crucial for realizing the complete potential of a BPM investment. Upside Research expects Lombardi to continue to be a significant player in the business process management arena.

Download the full Lombardi Teamworks Upside Research Product Brief.

Share

Building an SOA? What’s Your Data Strategy?

As a youngster, I never liked change. I didn’t like birthday parties. And I didn’t like having to get new clothes each September before school started. I liked the clothes I had. My mother, however, thought differently. I got new clothes whether I wanted them or not. I got a haircut whether I wanted it or not.
Today’s businesses face the same types of dictates. Well, okay, my mother isn’t making everyone get haircuts. Or new outfits. But the market is dictating that businesses be able to respond in a much more integrated fashion. Not only integrated, but a much faster fashion as well. Today’s organizations need to be much more efficient in using information effectively, managing information efficiently, and turning that information into insight so that business decision makers can make the right decisions.

Share

Consumer Electronics — The Right Time to Buy

Getting a really good deal in consumer electronics generally means being patient. While technology prices can drop quickly (though not usually as quickly at the Apple iPhone), they frequently drop in cycles.
– For many consumer electronics, including computers, cameras, and music players, January and February are great times to buy. Many manufacturers announce new products at the consumer electronics show in January, and put last year’s models on sale. Retailers also try to clear out unsold holiday stock early in the year, before inventory.
– Over the past few years, I’ve found that many stores offer extremely good deals early in the holiday shopping season—early to mid-November shoppers can actually get some extremely good deals if they’re willing to look through the Sunday ads and get out there early.
– In general, phones are a best buy anywhere from 6-12 months after the first come out. I’ve seen the price on many advanced phones drop by $100 or more after six months. The best shopping strategy is to follow the latest phones your provider releases, learn the initial price, and then check back once a month or once every two months and purchase after the first big price drop.

Share

The Social Impact of Cell Phones

As anyone who’s gone to a party or movie theater knows, the social impact of the cell phone has been enormous. Cell phones have dramatically altered the social landscape, social etiquette (since when is okay to take a phone call in the middle of a face-to-face conversation?), and social networks.
– Originally, cell phones were just tools. They enabled individuals to make and receive calls when outside their office or home. Today, cell phones have morphed into the hub of an individual’s digital universe. While older consumers still mainly use cell phones for telephone calls, young consumers email, text message, purchase music, take pictures, make videos, watch TV, and surf the web on these all-purpose communication devices.
– Cell phones and mobile digital devices will increasingly shape the fabric, content and form of social interaction for years to come.
– At a macro level, digital devices are enabling market-changing options (digital downloads of videos, music and more), while at the personal level digital devices enable friends and family to share information, pictures, videos, voices at
– Cell phones and digital devices are reshaping every part of our lives—don’t be surprised if you walk into a funeral parlor at some point in the future and are offered digital downloads of pictures, videos or the favorite music of the deceased. From cradle (with instant pictures beaming out to family and relatives) to grave, cell phones are dramatically reshaping our social lives.

Share

SOA in the Real World

Over the past few weeks I’ve been talking a number of large enterprises about technology adoption trends, SOA and business process management. I thought it would be interesting to pull out an example of a company rolling out service oriented architecture to learn from their experiences and perspective.
The company under analysis is a large, multi-billion dollar technology company located in the United States. Like many technology companies, they have two important characteristics: 1) they’ve grown rapidly, and 2) they have a wide range of heterogeneous applications, including ERP, CRM and other packaged applications from a variety of vendors.

Share

Applying Event Processing Tools

Sometimes things are complicated and there’s no easy or standard way to simplify them.
That’s where complex event processing comes in. Complex event processing software helps organizations deal with processing huge volumes of transaction and real-time data-not so much from the transaction perspective, but from the analysis and understanding perspective.

Share

Mergers Continue in BPM Space with Metastorm Acquisition of Proforma Corporation

On Wednesday, August 1st, another merger was announced in the Business Process Management (BPM) market. Metastorm, a pure-play BPM vendor and one of the early leaders in the BPM market, acquired Proforma Corporation, a vendor of enterprise modeling and business process analysis solutions. The combined company will provide a unified solution that enables organizations to analyze, plan, and execute their enterprise architectures and models. After the acquisition, Metastorm will have roughly 300 employees, more than 2600 customers, and have projected revenue of $70 million for 2007.
Metastorm envisions that the new company will offer three different product lines to its customers, which can be purchased separately or together. Metastorm ProVisionEA will be the re-branded Proforma solution for enterprise architecture, enabling organizations to model their enterprise assets and relationships. Metastorm ProVisionBPA will be the re-branded Business Process Analysis suite from Proforma, offering process modeling, simulation, Six Sigma, and other optimization methods. And, Metastorm BPM is the existing Metastorm Business Process Management suite for lifecycle process management of both human-centric and integration-centric processes.
Metastorm’s goal is to provide the entire interoperable product portfolio by the end of 2007 using Common Interchange Format (CIF) to interoperate. By early 2008, Metastorm plans to have a common meta model and metadata platform for all products.
One of the main catalysts behind this acquisition is Metastorm’s belief that it can deliver more value to its customers if they start to think on a larger scale, moving beyond business process automation to creating an enterprise-wide strategy for business optimization, using BPM as the execution engine for an enterprise architecture. While customers benefit from automating individual processes, and there are many such processes within an organization to automate, Metastorm believes that the real value will come with an enterprise plan for business optimization, of which process automation is one component.
The Upside Uptake
This acquisition accentuates an undercurrent in the BPM market that Upside Research has been watching develop over the past year. As the BPM market continues to mature, there are a number of factors that make it ripe for consolidation. Not only are the initial pure-play vendors looking for ways to further define their value propositions, but large enterprise vendors from other related markets are looking to gain from BPM’s allure. Metastorm’s acquisition is a good example of the types of changes we will see as the BPM market continues to mature.
Since having a process execution platform is a pre-requisite for competing in this market, vendors are stretching themselves in various directions to make that platform more complete and able to meet the needs of the enterprise customer. BPM vendors have added modeling, simulation, testing, and optimization functionality, along with rules engines, portals, and a variety of back-end integration connectors. Some have done this organically, while others are looking for a faster means to an end, making acquisitions and mergers the perfect choice.
With the Proforma acquisition, Metastorm is differentiating itself from some of the other original, pure-play BPM vendors. While other BPM vendors have developed partnerships with enterprise architecture and modeling solutions, Metastorm’s acquisition of Proforma is a solid statement of their vision of the breadth of solution required for real, strategic business process management. The acquisition helps move Metastorm closer to competing against some of the infrastructure-oriented enterprise software vendors (i.e. IBM, Oracle, and EMC) that have made BPM their focus over the past year or two.
Upside Research believes Metastorm is taking a step in the right direction in seeking to expand its platform. The company successfully acquired CommerceQuest, a back-end transaction-oriented process management solution, two years ago, enabling its BPM platform to provide “round-trip BPM,??? an important differentiator in the growing BPM market. Previously, Metastorm had been known for its “human-centric??? BPM solutions, and adding CommerceQuest gave it some back-end legs and the ability to move further into the IT infrastructure.
Choosing an enterprise architecture vendor this time around brings a different focus. It will provide Metastorm with the ability to move its sales pitch further up the corporate ladder, and also more firmly toward IT, rather than the line-of-business managers that Metastorm has had success with in the past. However, this merger also brings a challenge for Metastorm to re-align its sales force to make that enterprise sale. The combination of enterprise architecture, business process analysis, and BPM is not necessarily an intuitive one, and therefore Metastorm faces a certain level of education in the market to convince its installed base and prospects that the three go hand in hand. Upside Research believes that all three technologies have merit and can optimally provide enterprises with a stronger value proposition than each separately. The key will be clearly defining how modeling enterprise assets can be more effectively and more quickly executed using a BPM platform.

Share