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CEO & Chief Research Officer, Ventana Research
San Ramon, CA

Contact Info

Email
(work)
(work)
Phone
650-430-8472 (work mobile)
650-240-1721 (work fax)
Address
2603 Camino Ramon, Suite 200, San Ramon, CA 94583, USA (work)

Work/Education

Work Experience

Ventana Research / CEO & EVP Research
2001 - Present

Education

NA, NA, 2008
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Mark Smith posted a blog entry Aug 8, 2011

Vitria’s Operational Intelligence Enables Proactive Customer Service

Vitria’s Operational Intelligence Enables Proactive Customer Service

2011-08-08
Vitria is one of a small group of vendors offering a type of analytics called operational intelligence. The term is not widely known, although Ventana Research has defined and tracked this market for... more »

Mark Smith posted a blog entry Aug 5, 2011

Salesforce.com Customers Demonstrate Tactical Success

Salesforce.com Customers Demonstrate Tactical Success

2011-08-05
Salesforce.com (SFDC) brought five customers to a recent U.K. analyst event to talk about how they used different SFDC services to solve what turned out to be down-to-earth business issues. SFDC of course would have us... more »

Mark Smith posted a blog entry Aug 3, 2011

KANA’s SEM Resembles CEM

KANA’s SEM Resembles CEM

2011-08-03
I’m no great fan of three-letter acronyms, so I wondered what KANA Software means by positioning itself as the leader in service experience management (SEM), which is a term I had not heard. I have thought of KANA as a CRM vendor, but through a... more »

Mark Smith posted a blog entry Jul 29, 2011

CallCopy Continues To Refine Agent Performance Management

CallCopy Continues To Refine Agent Performance Management

2011-07-29
About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software. Ventana Research has updated its definition of APM to mean the people, processes, information and... more »

Mark Smith posted a blog entry Jul 28, 2011

Verint Expands Feedback Management with Vovici

Verint Expands Feedback Management with Vovici

2011-07-28
Verint recently announced that it has acquired Vovici , a vendor of enterprise feedback management systems. In light of the fact that Verint was recently rated the top vendor in the Ventana Research Value Index for... more »

Mark Smith posted a blog entry Jul 22, 2011

Workscape Provides Sophisticated Management of Total Compensation and Performance

Workscape Provides Sophisticated Management of Total Compensation and Performance

2010-04-21
Software for managing talent must enable employees to understand their total compensation including pay and benefits along with their performance evaluations. Human Resources is responsible for... more »

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