founder and managing principal, Beagle Research Group
Denis Pombriant, is the founder and principal analyst of Beagle Research.Throughout a twenty–five year career in the software industry Pombriant has held multiple sales and marketing management positions in emerging companies. In 2000 Pombriant joined Aberdeen Group as a senior analyst and, over the course of the next four years, became one of the leading voices in CRM and on–demand technology. At Aberdeen Pombriant held positions of research director and vice president of the CRM practice.
Through his research and writing Pombriant identified several inflection points in the CRM market including the tipping point for acceptance of the on–demand model. His forecasts have accurately predicted the rise of platform computing several years ahead of the market.
Pombriant founded Beagle Research in January 2004 and continues to pursue an active schedule of research, writing and public speaking. His active CRM research areas include social media and communities, sales and marketing, delivery models including SaaS and Platform as a Service (PaaS).
Articles for Denis Pombriant
Automating Customer Service Means Striking a Balance
01 Oct 2018
Too much automation can leave customers feeling put off
Bots Are Here to (Self-) Serve You
29 Sep 2017
Thanks to machine learning and AI, bots today can usually give customers what they want.
The Next Big Thing in CRM—E-Commerce
29 Jun 2017
Analytics and machine learning are changing the way we think about e-commerce and CRM systems
Meet the New Ideal Customer Service Rep
27 Mar 2017
Empathy in an agent is great, but so is a take-charge attitude.
Mobile and Government CRM Will Loom Large Long Term
01 Jan 2017
This New Year, let's look past 2017
Is Government CRM’s Next Big Market?
01 Oct 2016
Lawmakers need help understanding and communicating with their customers (i.e., constituents)
The CRM Technology Sandwich
01 Jul 2016
Don't forget to fill it with people and process!
Journey Maps: The Secret to Our Customer Success
01 Apr 2016
In the era of digital disruption, new tools can help you strive for authenticity
CRM Challenges the Switching Economy
01 Jan 2016
Ginormous switching costs mean that you should adopt a process orientation—immediately
Today's Business Is All About the Process
01 Oct 2015
It's what happens before and between transactions that will make your company stand out
Know Your Customer’s Moments of Truth
13 Aug 2015
With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view.
Every Journey Starts with a Map
30 Jun 2015
Modeling the end-to-end process can help avoid dead ends
The Power of the Platform Is in the Integration
01 Apr 2015
Software puts a wide-angle lens on the business process.
What CRM Automation Doesn't Offer, Process Does
01 Jan 2015
Manage by exception to zero in on buyers' needs.
Look to Spreadsheets to Foretell CRM's Future
01 Oct 2014
An outdated method breeds frustration—and innovation
Omnichannel Strategy Begins with Platform
01 Jul 2014
The technology that changed business is now being changed by business.
Data Versus Knowledge
01 Apr 2014
Gaining insight from your data means rethinking its definition.
Data Drives Metrics
01 Jan 2014
Gain a clear understanding of the state of your sales pipeline
CRM and Knowledge
01 Oct 2013
All we know now is just a dress rehearsal.
Making the Play with CRM
01 Jul 2013
As with baseball, customer service is a waiting game.
The Age of Collaboration
01 Apr 2013
Why Mark Zuckerberg is not the father of social networking.
The Pros and Cons of Gamification
01 Jan 2013
What works within companies might call for caution with customers.
The New IP: A Big Data Hierarchy
01 Jul 2012
All data may not be equal, but it may be equally important.
Video Production Made Easy
01 Apr 2012
Incorporating video into your customer outreach is as simple as 1, 2, 3.
When Disruption Is Good
01 Jan 2012
Subscription services lead the business revival
CRM Idol, Reviewing the Review
01 Dec 2011
Lessons from the winners: go big, aim high.
Trust Trumps Technology
01 Oct 2011
What does the customer want? versus What does it cost?
Gas Prices Fuel UCS, Web Conferences
23 Jun 2011
The need to reduce travel spurs front-office solutions
An Unlikely Pairing: Analytics and Video
17 Mar 2011
The technologies will play a bigger role in everyday business processes and mobile devices
Supplying the Law of Demand
31 Dec 2010
Make sure you're delivering messages that customers want to hear
The Greening of CRM
14 Sep 2010
Sustainability, in all its forms, may be the industry's next big thing.
Is Your Community of Customers Sustainable?
09 Jun 2010
Eventually, you have to start buying your competitors' clients.
Supporting the Service Channel
10 Mar 2010
Customers can get support from a variety of sources. They only get service from you.
The Man Who Moved a Paradigm
01 Nov 2009
An evaluation of the changes wrought by Salesforce.com's Marc Benioff.
Survival of the Relatively More Fit
01 Sep 2009
CRM is changing, evolving to suit the demands of the moment.
The New Currency of Social Media
01 Jun 2009
Active engagement gives us a chance to better understand the customer.
No Credit Where Credit Is Due
01 Feb 2009
The rebirth of layaway in an age of automation.
The Next Disruption
01 Dec 2008
The notion of Peak Oil has more to do with CRM than you think.
Evolution from Without
01 Sep 2008
The innovation you seek may come from your customers.
The Customer Module
01 Jun 2008
After years of trying, CRM still hasn't got a single place to capture and analyze relevant customer data.
The Longitude of Experience
01 Mar 2008
Reconsidering the life cycle of customer interaction.
The Democratization of Technology
01 Dec 2007
New systems will unleash a new round of creativity in business applications.
Back to the Drawing Board
01 Sep 2007
The real problem with contact centers runs deeper than you might think.
Truly Mobile Strategies
01 Jun 2007
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
01 Mar 2007
Experience be damned--creating a customer community is the best way to win wallet share.
The End of Call Centers?
01 Dec 2006
A conflict is brewing between groups focused on managing costs and those focused on generating profit.
The On-Demand Mathematics of Enterprise Computing
01 Sep 2006
Change in computing will not be limited to technology--it will influence business models for every company competing in the traditional software arena.
Selling Is All About the Setup
01 Jun 2006
New technologies help improve sales processes, but companies are not focusing enough on fundamentals.
After Transactional Systems
01 Mar 2006
The next step in CRM is to incorporate customer feedback.
01 Dec 2005
It's time to alter how we think about financial rewards from technology investments--not all rewards are tangible.
Three Trends to Watch
01 Aug 2005
Business process management, flexible hosted solutions, and return on customer will drive business decisions.