MSDW Podcast: Denis Pombriant of Beagle Research on the future of CRM

CRM has been an accepted enterprise software market segment for decades at this point, but debate still rages about where to seek the next great opportunities for growth and innovation. Analyst Denis Pombriant of Beagle Research, sees consolidation around broad centralized platforms as one of the next big trends of CRM-related technology and economic impact. He recently wrote about his outlook for the CRM market in next decade for MSDW and we wanted to continue the discussion around topics like consolidation, platforms, industry-specific solutions, and the technology that could have the biggest direct impact. In addition to advisory services in the enterprise software space, Denis has written three books, including, "Solve for the Customer," and "You Can't Buy Customer Loyalty, But You Can Earn It." Most recently Pombriant published, "The Age of Sustainability," about the economic and technical solutions to global warming. Show notes: 4:15 - SaaS and Cloud interrelationship – what drives what? 7:45 – Why will platform drive the CRM ecosystem in the coming years? 11:15 – What industries are ready for a new generation of CRM applications via platform opportunity? 15:00 – Making micro-vertical scenarios a reality 19:00 – Will any ISVs dedicated to the Microsoft business apps platform establish themselves as major vendors? 25:00 – The evolving role of channel partners 27:30 – The opportunity for software vendors to compete on pricing and licensing 30:00 – What else Denis has planned for 2019