High Five: Meet Richard Daley, CEO Of Pentaho
Richard Daley's been developing business intelligence systems since the mid-1980s, when he worked on what IBM called "executive information systems." Now he's the CEO of open source BI company Pentaho. Daley water-skis every day before work near his company's Orlando, Fla., headquarters.
Google Analytics Suffers Outage
Last week Google Analytics customers reported service outages that affected some for more than 24 hours. Worse, Google issued no official comment until Tuesday. As "Web Analytics Report" readers know, Google's official support partners fare no better than users, and in this case received no communications on the outage. As a free service, perhaps the offering is not supposed to be enterprise-class, but let's compare marketing hype to real functionality.
How Customers Should Prepare for Vendor Demos
Tony Byrne has provided some advice to vendors regarding product demos. Those ten points make essential reading for vendors and customers alike, but there is another perspective. Since I have personally sat in on those demos both as a buyers' advisor and as a vendor (system integrator), I need to add three points that customers should keep in mind when asking vendors to demonstrate their products:
HP Unveils In-Store Customer Kiosk
The experimental Retail Store Assistant is billed as a more effective marketing tool than mailings and other types of traditional promotions.
Palm's Foleo Fails To Wow Followers
The Foleo is a Linux-based, large-screen companion device to the Treo that lets users create e-mails and edit documents using a 10-inch display and a full-sized keyboard.
Why Are Customers Frustrated With Web Analytics?
I spoke to customers and vendors at the recent Emetrics Summit to find some answers. Customers generally underestimated the level of effort required of them -- for example the tagging required to collect "basic" data, such as downloads of PDFs, Excel and Word files. Not understanding the need to develop a process for data collection, page tagging, and analysis, customers often assume that once the Web analytics solution is in place, it will run itself.
Crossing Channels: Q&A With Best Buy's Matt Smith
As Senior Director, Customer Insight at Best Buy, Matt Smith oversees Web analytics, one-to-one marketing, the Reward Zone customer-loyalty program, market-share measurement, in-store test-and-measurement and an analytics research and development team that serves multiple operating groups. Smith explains the retailer's move into cross-channel analysis, which he says is essential to transitioning from customer acquisition to relationship building.
Service Innovation: Survival of the Savviest
On May 30, a bunch of very smart people from a variety of industry and academic settings will gather in Santa Clara, Calif., to discuss service innovation in the technology industry, at a symposium organized by the recently formed Service Research Innovation Initiative (SRII). Service innovation is an idea whose time has come. The service sector now accounts for 75 percent to 80 percent of the U.S. gross domestic product.
Customer Insight: Complete the Picture With Cross-Channel Analysis
Are you looking at store-, contact center- and Web-based transactions in isolation? Employing cross-channel analysis, Best Buy learned that best customers are typically multi-channel customers, and it's now personalizing marketing messages with a complete view of customer behavior. Here's a look at the cross-channel trend and its implications for technology choices and operational decisions.
Ten Steps to a Successful Vendor Demo
I've been attending a lot of vendor demonstrations on behalf of clients recently. These are in-person demos, typically following a tight script, after a set of vendors has been selected following written proposals. More often than not, the demos don't turn out very well. Sometimes the customer is ill-prepared. But more frequently, the vendor just flubs it. Demos are important for vetting finalists for any proof-of-concept, and customers could really benefit from better ones.