The CRM Watchlist Part V: Different Strokes | ZDNet
Summary
Their management team for this push into SCRM, seated in the Cisco Collaboration Business Unit (CCBU), is run by John Hernandez, a customer service leader with experience at both Watchlist winner Genesys and Nortel. However, even though Infor is out there diligently demoing the Interaction Advisor to all who will watch and listen, they havent done a good job to date on thought leadership or industry participation, which is part of the dance you have to do. They went out on a limb in 2010 - a big thick branch actually - and announced Clarabridge Professional, which they call " "the industrys first self service, SaaS based sentiment and text analytics product." I had Scott Rogers, a thought leader in SCRM and someone who has not only used Clarabridge but knows the customer insight applications space give me a short fair assessment, which I want to pass on to you: That says it, I think quite well, so now whassup for them in 2011. But they belong here - and - if their path stays as clear as it is and Tiens subscription economy vision bears out, they are going to be the enterprise that they want to and do it the way that they want to do it - something not seen that often in the roller coaster world of software and high tech.
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