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New Relic invents the APM market - again

The NewsOn July 30, New Relic announced the delivery of its new Observability Platform, New Relic One. The platform has been redeveloped (‘reimagined’) to be more simple and integrated while retaining the power it already offered.New Relic One offers three core modules:·A highly scalable telemetry data platform as the single source of truth of all operational data. It collects and visualizes data and creates alerts on application and infrastructure data·Full stack observability that enables the analysis and troubleshooting of the complete software stack, including IaaS·Applied intelligence to detect, understand and resolve incidents, ideally before they even happen.These modules are offered with a perpetually free tier. Once the quotas of the free tier are exceeded, New Relic offers the solution in a pricing model based upon amount of data (telemetry data platform), seats (observability), and incidents (applied intelligence).For your convenience, you can read the press release – minus…
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SAP to take Qualtrics Public - Surprise, Surprise

The NewsOn July 26, 2020, not two years after announcing the acquisition of Qualtrics, SAP announced its intent to take Qualtrics public. The timeline is yet to be communicated.What the press release basically says is that SAP’s cloud growth, including Qualtics was a ‘great success’. SAP itself wants to remain in control by keeping a majority stake in Qualtrics after the spin-off while Qualtrics founder Ryan Smith wants to be the ‘largest independent shareholder’.SAP insists in it being fully committed to the Qualtrics XM platform as a key element of its Intelligent Enterprise strategy, but with Qualtrics being a part of the SAP ecosystem instead of being a part of SAP itself.For your convenience the full press release is quoted here.WALLDORF — SAP SE (NYSE: SAP) today announced its intent to take Qualtrics public through an initial public offering (IPO) in the United States.Qualtrics is the market leader and creator of the Experience Management (XM) category, a large, fast-growing an…

Salesforce Q1 FY 2021 Numbers - Quite Good, eh?

The newsIt is reporting season – and I am actually already somewhat late to have a look at Salesforce’s Q1 figures of fiscal year 20/21 and to think about some implications. The earnings presentation makes for an interesting overview, more details are in the quarterly filing, the earnings release, and the transcript of the earnings webcast.So, let’s get into it and look at some figures, concentrating on the company overview, result highlights, revenue and margin developments, revenues by cloud and region.Right on the first content page Salesforce states that it-Is #1 CRM software provider worldwide-Consistently delivers durable revenue growth-Is the fastest growing top five enterprise software company-Is uniquely positioned to help customer drive broad-based digital transformationRevenue is up 31 per cent (at constant currency) to nearly $4.9 billion for this quarter, which is slightly below the Q4/FY20 guidance. Operating cash flow shrank slightly to $1.86 billion year over year. The…

Quo Vadis, SAP?

For quite some time the SAP CX community asks itself where SAP is going, or more precisely, which direction its Customer Experience portfolio is taking.This is a worrisome question, particularly as the larger CRM market is estimated to be the biggest segment of the enterprise software market since 2018; and since SAP is positioned with a number of strong solutions, partly home-grown and partly acquired. Hybris, Gigya, CallidusCloud, Qualtrics are only the shiniest catches of the acquisition spree that SAP took under Bill McDermott’s leadership.In September 2015 SAP announced that it set out to build an integrated suite of front office solutions, which the company declared delivered during SAPPHIRE 2018, which also marked the birth of the ‘intelligent enterprise’. These two announcements can basically be summed up as take the CRM market from its strength on the ERP and supply chain side.In between, SAP imported important parts of its CRM 7 solution into its new S/4HANA solutionAt that …

Customer Experience in times of remote work

Many analysts, including myself, have repeatedly written about us having entered a new normal, which is enforced by a so-called green swan event – an event that according to BIS is “extremely [financially] disruptive and that could be behind a systemic [financial] crisis” (brackets set by Thomas Wieberneit). Supply chains are broken, employees need to work from home, stores were forced to close for prolonged times, and so on. This has the potential to seriously harm the base function of a business, which is helping their customers solve their problems. Looking at the pyramid of customer expectations, businesses are often barely, if at all, able to maintain its lowest level – the level of effectivity – and are far away from making it easy for their customers or even providing them with a joyful experience when interacting and engaging with them.
Figure 1: The hierarchy of customer expectations Yet, we are in an era where products and services themselves get increasingly deprecated and…

Corona is over - and now? Trust, agility, and relevance are your currencies

Let’s fast forward about 6 months and Imagine that the Corona crisis is over. Well, not really over, but being on a way of economic and especially psychologic recovery. There will be (yet another) new normal, a new equilibrium of life, personal as well as business. Societies, governments, economies and people have learned to deal with an unprecedented situation.
How will the situation look like for businesses? And how will software vendors and consultants be able to improve the situation of their customers? Businesses were forced to a grinding stop, with obvious and disastrous results not only for themselves, but in particular for their customers’ experience. They will have seen huge losses, in spite of governments providing lots of stimulus in terms of trillions of dollars. Businesses more than ever before are facing the need to look precisely at where they spend their money and how they get their restart accomplished. Many people have seen or still are in unemployment. They need and…