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About Beagle

Thursday, 04 November 2010 13:27 administrator
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The Beagle Story

Beagle Research Group, LLC was founded in 2003 as a market research and consulting firm. Since that time our research has been at the heart of the most important discussions in front office software. Our commitment to the front office market continues with a strong emphasis on front office business processes and white collar productivity--how people and organizations use software to improve business results.

Denis Pombriant is a well-known analyst and thought leader in the CRM space. He writes for CRM Magazine, Destination CRM, Search CRM, CRM Buyer as well as his own web site and blog. He conducts research in emerging areas of front office technology and business and he consults regularly to many of the leading companies in CRM.

For over ten years he has made a habit of identifying and promoting emerging ideas in CRM and the broader software market. In 2000 he was the first analyst to devote a practice to what was then called on-demand technology and has evolved into cloud computing. In 2002 he began covering the integration of social networking and analytics in CRM, in 2004 he wrote an influential white paper titled The New Garage that proved to be the blueprint for cloud computing. He has also focused attention on sustainable business processes and the part that CRM and other front office technologies can play in making enterprise business processes more sustainable, efficient and profitable.

His latest book is Hello, Ladies! Dispatches from the Social CRM Frontier. He is a frequent speaker on CRM topics. Pombriant keynoted the 2010 CRM Evolution conference sponsored by CRM Magazine.

Last Updated on Sunday, 13 February 2011 13:10  

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Key Findings

A study published in Harvard Business Review (July 2010), “Stop Trying to Delight Your Customers” by Matthew Dixon, Karen Freeman, and Nicholas Toman said, “…loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be.”