Attensity Acquires Biz360, Shows Roadmap to Social CRM


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Today Attensity – an analytics and eService vendor –  announced they were acquiring Biz360 – a community and social media monitoring vendor.  Biz360’s main product will be relabeled Attensity 360 and be offered as part of the Attensity portfolio, pricing will be similar to what is available today.  Attensity announced earlier this year a partnership with Radian6 to analyze the output from Radian6’s tracking and monitoring.  They are now embedding those capabilities in their product for a deeper integration, although they will continue to work with Radian6 and similar solutions that want to leverage the Attensity analytics engine.

During a briefing with them earlier this week we discussed the commingling of assets and the resulting solution.  One of the key points, at least for me, is that Attensity now has all the components in place to offer three things:

  1. A more complete solution for their eService product by adding community and social media monitoring and tracking
  2. A tighter integration between their analytics product and social media monitoring
  3. A roadmap for a SCRM product by integrating the three main components of SCRM: analytics, CRM functionality, and social media.

Of course, the key question is whether or not this will work (operationally speaking), to which I can say that since I was not involved in the due diligence looking at the architectures technologies I have no idea.  You should be cautious as to the promises, manage and monitor your risks factors, but I see no roadblocks to execution.  Both companies have embraced open and hosted models for their solutions, and they both can be deployed on a SOA with integration provided by the core architecture.  At the very least, you would end up with two hosted products with tight integration.  At the very best, with a SCRM solution that offer service and support.  I do have faith in them, have been working with Attensity for analytics and Empolis and Living-e for eService for some time and they do deliver on what they promise.

Of course, I will continue to work with them to push them to do better — so you always have that to mitigate risks…

What do you think? Should Social Media, Analytics, and CRM functions integrate to create Social CRM? Something else missing from that – no pun intended – analysis?

disclaimer: Attensity is a client, Biz360 is not — rather it is now (darn, I just engage with them last week).  Attensity did not pay me to write this, or to publish it, or to do much about it.  My access to information was not privileged as I received no advance notice beyond what normal people (who just happen to be analysts) would.  The opinions above are mine, duh, and they represent my evaluation of the current situation.  If you happen to find this post in, say 30 years, and you make decisions then based on that — your loss, not mine. Disagree with my opinions (and you are not a competitor or stalker-type)? Comments are wide open for you to use.

Republished with author's permission from original post.

Esteban Kolsky
ThinkJar, LLC
Esteban Kolsky is the founder of CRM intelligence & strategy where he works with vendors to create go-to market strategies for Customer Service and CRM and with end-users leveraging his results-driven, dynamic Customer Experience Management methodology to earn and retain loyal customers. Previously he was a well-known Gartner analyst and created a strategic consulting practice at eVergance.


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