If you think it’s hard to measure the value of data privacy, try measuring the value of good customer experience. According to survey vendor Confirmit, just 20% of companies do well at measuring the Return on Investment of their customer experience programs. Poor data integration and low management support were the biggest roadblocks to CX success.
Lots of real news today. Start with a $2.4 billion acquisition by SAP of Callidus Software, which offers cloud-based sales performance management and configure-price-quote systems. Readers of a certain age will recall that Callidus bought early B2B marketing automation vendor LeadFormix back in 2012. The deal beefs up SAP’s sales automation products.
Whatever kind of system you’re thinking about buying, Nucleus Research has a gift for you: a free copy of their 268-page 2018 Enterprise Technology Buyers Guide. This provides sector overviews and individual vendor assessments for CRM, Marketing Automation, Analytics, Enterprise Content Management, and seven other categories. CDP isn’t included, alas. Separately, and also free, they’ve published ‘State of the Market’ reports on several categories including CRM and Analytics Great stuff. Did I mention free?
Procrastinators of the world can throw a party whenever they get around to it: Google has once more pushed back complete third-party cookie deprecation. The new target is “early next year.” Reasons for the delay include concerns expressed by U.K. data regulator Information Commissioner’s Office, an ongoing inquiry by the U.K. Competition and Markets Authority, and widespread discontent in the advertising ecosystem.