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CRM Vendors Embrace AI, Automation to Break Down Silos, Nucleus Research CRM Value Matrix Finds


Productivity takes center stage in the H2 2018 CRM Value Matrix from Nucleus Research. Automation, AI and predictive capabilities deployed in meaningful ways are helping to break down silos, increase usability and simplifying CRM applications across organizations.

In this latest Value Matrix, Salesforce, Oracle, and Microsoft show they continue to deliver value for users, recently through integration and embedded artificial intelligence, said Ian Campbell, CEO at Nucleus Research. With cloud applications, users face relatively low barriers to changing solutions, forcing vendors to remain ultra-competitive. We expect CRM solutions to continue to provide increasing returns for end users into the future.

Leaders in the 2018 H2 CRM Value Matrix include: Bpmonline, Infor CX, Microsoft Dynamics 365, Oracle CX Cloud,, Satuit Technologies and Veeva Systems.

With more than 90% of new CRM deployments happening in the cloud, leaders are delivering new innovation and opportunities for benefit every few months, said Rebecca Wettemann, VP of research at Nucleus Research. As companies continue to evolve their customer engagement strategies to stay competitive, reducing barriers to adoption and improving the quality “ and intelligence “ of customer interactions are high priorities on vendors and customers roadmaps.

Beyond seeking to grow the number of CRM deployments, vendors are employing sticky edge-capabilities that extend their overall footprint into field service automation, configure price quote (CPQ) capabilities and enhanced analytics that further drive ROI for customers. In an environment where application lock-in is less of a concern today for customers, its become increasingly important to offer better ways to carry on a deployments value over time beyond regular updates to the core product.

Enhancements in automation or AI are no longer making waves in user productivity. You can only get so far with isolated datasets as you run into walls from within divided silos. Leaders in the CRM Value Matrix are in the process of breaking down these walls, connecting disparate business processes across sales, service and marketing to provide greater value from new deployments, said Dan Elman, analyst at Nucleus Research.

Vendors are evaluated within the Value Matrix on both usability and functionality “ key drivers of value “ and placed into four categories: Leaders, Experts, Facilitators, and Core Providers. Customers can use the Matrices to evaluate vendor short lists as well as to make the case for maintaining existing applications.

See the full CRM Value Matrix at:

About Nucleus Research

Nucleus Research is a global provider of investigative, case-based technology research and advisory services. We deliver the numbers that drive business decisions. For more information, visit or follow us on Twitter @NucleusResearch.

Narrate Marketing
Chris McManus, 917-324-0808
[email protected]


HP Unveils New Innovations for Businesses Adapting to Rapidly Evolving Workstyles and Workforces


New PCs, printers and services keep enterprises and SMBs agile and productive in the midst of change

News Highlights:

  • Introduces productivity and collaboration PC experiences for home, office and on-the-go including the new HP ProBook 635 Aero G7
  • Releases new print products, services and solutions optimized for new ways of working, including the new HP LaserJet Enterprise 400 Series
  • Launches HP Business Boost to give SMBs easy access to technology, security and support services for managing remote work at an affordable monthly cost
  • Invites partners to lean in on sustainable impact and racial and gender equality

SINGAPORE, Sept. 22, 2020 /PRNewswire/ — HP has announced a range of new innovations designed to meet the needs of businesses with hybrid workplaces and distributed workforces to make remote employees as productive, connected and secure as possible, while seeking cost-effective ways to buy and manage IT.

HP's range of devices and solutions are designed to deliver productivity and collaboration experiences for hybrid work environments
HP’s range of devices and solutions are designed to deliver productivity and collaboration experiences for hybrid work environments

"Businesses are ramping up for growth post-COVID and want to empower their employees with flexible, hybrid working environments. With new innovations spanning our PC, print and services portfolios, HP aims to give them the best experiences on their devices, powerful performance, seamless management, and essential support," said Ng Tian Chong, Managing Director, Greater Asia at HP. "With small to mid-sized businesses (SMBs) accounting for 97% of all businesses in Asia-Pacific and employing over half of the workforce, HP is also committed to addressing SMBs’ need for practical help in digital transformation by offering easy and affordable access to technology, security and support services."

Enhanced PC solutions to enable new ways of working

The future of work has accelerated on a dramatic scale with several years’ worth of transformation happening in mere months. Employees rapidly shifted to working from home, businesses big and small raced to replace physical transactions, connections and workflows with digital counterparts, and students and teachers adapted to online learning. As hybrid organizations and workplaces become the new standard, IT departments are focused on making remote employees as productive, connected, and secure as possible.

To address this new reality, HP today introduced a range of enhanced PC solutions designed to address a variety of rapidly evolving work environments, providing flexibility for partners and customers of all sizes.

The HP ProBook 635 Aero G7, the world’s lightest AMD-based business notebook [1], is designed to keep users productive in the home or office or on-the-go with a starting weight of under one kg [2] and long battery life.

Highlights of the HP ProBook 635 Aero G7 include:

  • Effortless but secure connectivity – HP Sure View Reflect allows users to work discreetly,[3] while Wi-Fi 6[4] and 4G LTE[5] makes it easy to get connected.
  • Sleek and built with sustainability in mind – An elevated design provides a premium feel that is compact yet sturdy, and the all-metal design has over 62% of mechanical parts made from recycled materials – a proud addition to HP’s world’s most sustainable PC portfolio.[6]
  • Solid performance – Boost productivity when powered with the latest AMD Ryzen™ 4000 Series Mobile Processors, optional Ryzen PRO 4000 Series Mobile Processors, and latest integrated AMD Radeon™ Graphics.
  • Sanitization features – Designed to withstand 1,000 cycles of disinfection with household wipes,[7] users can sanitize with confidence.

HP’s other new PC innovations include:

  • HP ProBook 600 G8 and 400 G8 PC Series designed for professionals at growing companies
  • HP EliteDesk 805 G6 Series designed to meet the demands of a multi-task workday
  • HP ProDesk 405 G6 Series featuring the latest AMD Ryzen™ PRO series processors
  • HP E24t G4 Touch Monitor with integrated fast and responsive in-cell touch technology
  • HP E24d and E27d Conferencing Monitors optimized for virtual collaboration

Reinvented print solutions deliver value, simplicity and efficiency

The shift to remote and distributed workforces has accelerated many companies’ efforts for remote management and digitized workflows. As customer buying behaviors continue to evolve – everyone – from large enterprises,  governments, SMBs and individual employees have had to adapt to new workspaces and digital business methods.

In response to these changing dynamics, HP launched new print products, services and solutions optimized to enable new ways of working, new ways of managing and new ways of buying.

The HP LaserJet Enterprise 400 Series is HP’s smallest enterprise printer providing seamless remote management and the world’s most secure printing experience:

  • End-to-end secure printing system that goes beyond the hardware including the cartridge – robust security features include HP Sure Start with automatic self-healing which lets the printer protect, detect, and self-recover from vulnerabilities and attacks; and HP Trusted Platform Module (TPM) which provides secure device identity with certificate private keys, strengthening protection of encrypted credentials and data.
  • Seamless remote fleet management frees up IT resources for strategic priorities – easy remote management of devices and settings with HP Web Jetadmin and HP JetAdvantage Security Manager, as well as easy deployment and integration of HP and third-party solutions with the HP Open Extensibility Platform. Also support card readers and allow users to use personalized settings to print from their own queue.

HP also announced a new version of HP FutureSmart firmware – enabling a consistent, secure operational system across HP’s entire enterprise printer series. Launching with the LaserJet Enterprise 400 series, FutureSmart 5 provides customers investment protection, additional security protections, and readiness for advanced cloud-based workflows.

HP’s other new Print innovations include:

  • HP DesignJet portfolio for architect, engineer, construction and home offices
  • Document Workflow Cloud solution for simplifying the flow of information from paper to digital
  • Fleet Onboarding tool enabling partners to quickly onboard HP Workpath across printer fleet

Delivering new ways of buying and managing

HP understands the complexity and challenges businesses face in today’s unpredictable climate. It is therefore bringing to market a new solution-oriented program providing peace of mind and ultimate productivity. HP Business Boost provides the right technology, security, and support services enabling SMBs to manage the workforce evolution at an affordable monthly cost.

With 57 per cent of SMB owners planning to adopt options for employees to work from home in the long-term,[8] they are struggling to manage, protect, and support their remote employees while ensuring  business continuity. According to the HP Asia-Pacific SMB report released in July 2020, nearly 60 per cent of SMBs view digital adoption as very important or critical to digital adoption. One in five aim to migrate more processes to digital  and one in four will use online meeting and digital tools as strategies to rebound from the pandemic. However, SMBs in general are unclear where to look for assistance. 60 per cent consider government support to be insufficient and/or are unclear on what support is available; only 19 per cent turn to IT companies for help.

Through HP Business Boost, HP is providing the practical support SMBs need to thrive post-pandemic:

  • IT support at their fingertips. Each solution includes essential services, and if an organization needs managed or unmanaged IT solutions, there are a variety of premium service and security upgrades.
  • Powerful devices that keep business going. Supplies employees with the hardware they need to stay productive when working from home, including Elite and Pro PCs, printers, monitors, docking stations, headsets, wireless keyboards, and more.
  • Work now, pay over time. Available at an affordable monthly cost that makes IT expenses more predictable. 

HP Business Boost will be made available through HP channel partners first in Australia and New Zealand, Japan, Korea, and Singapore in November, and in the other Asia-Pacific countries from December onwards.

These new innovations and solutions were announced at HP Reinvent, HP Inc.’s annual global partner event. At the event, HP also issued a call-to-action to its partner community to lean in to driving meaningful change across the global IT industry in the three pillars of Sustainable Impact: people, planet and community – with an emphasis on racial and gender equality. Diversifying the IT channel ecosystem is a central component of HP’s new Amplify channel partner program launching November 1.


  • HP ProBook 635 Aero G7 is expected to be available in November.
  • HP ProBook 600 G8 PC Series, HP ProBook 400 G8 PC Series, HP EliteDesk 805 G6 Desktop Mini PC, and HP Desktop 405 G6 Desktop Mini PC are expected to be available in November.
  • HP EliteDesk 805 G6 Small Form Factor PC, HP Desktop 405 G6 Small Form Factor PC, HP E24D and E27D G4 Conferencing Monitors are expected to be available in October.
  • HP E24t G4 Touch Monitor is expected to be available in December.
  • The HP LaserJet Enterprise 400 Series – available as a single function and MFP, mono and color and in versions adapted to Managed Print Services fleets – is expected to be available worldwide starting in December. 
  • HP FutureSmart 5 is expected to be available in December.
  • Document Workflow Cloud solution is expected to be available in FY21.
  • Fleet Onboarding tool for partners is expected to be available in FY21.

[1] Based on HP’s internal analysis of business notebooks with AMD processors, preinstalled encryption, authentication, malware protection, BIOS-level protection and passing MIL-STD testing as of August 2020. Lightest based on lowest weight configuration.

[2] 250 nit panel, HP Sure View Reflect, multiple SODIMMs, WWAN, 53Whr battery, and backlit keyboard not available on configurations starting at less than 1 kg.

[3] HP Sure View Reflect integrated privacy screen is an optional feature that must be configured at purchase and is designed to function in landscape orientation.

[4] Wireless access point and internet service required and sold separately. Availability of public wireless access points limited. Wi-Fi 6 is backwards compatible with prior 802.11 specs. The specifications for Wi-Fi 6 (802.11ax) are draft and are not final. If the final specifications differ from the draft specifications, it may affect the ability of the notebook to communicate with other 802.11ax devices.

[5] WWAN is an optional feature, requires factory configuration and separately purchased service contract. Check with service provider for coverage and availability in your area. 4G LTE not available on all products, in all regions.

[6] Applies to HP PCs, Workstations and Displays manufactured after January 2019. Based on most Gold and Silver EPEAT® registrations by meeting all required criteria and achieving 50-74% of the optional points for EPEAT® Silver and 75-100% of the optional points for EPEAT® Gold according to IEEE 1680.1-2018 EPEAT®. Status varies by country. Visit for more information.

[7] Select household wipes can be safely used to clean HP Elite, Workstation PCs and HP Pro 635 Aero G7 up to 1,000 wipes: See wipe manufacturer’s instructions for disinfecting and the HP cleaning guide for HP tested wipe solutions at How to Sanitize Your HP Device Whitepaper ( Not applicable to HP Elite c1030 Chromebook.


[9] Subject to change without notice

About HP Inc.

HP Inc. (NYSE: HPQ) creates technology that makes life better for everyone, everywhere. Through our product and service portfolio of personal systems, printers and 3D printing solutions, we engineer experiences that amaze. More information about HP Inc. is available at

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Financial System, Key To Leverage Sustainable Recovery: Carlos Hank González


Carlos Hank González, Chairman of the Board of Directors of Grupo Financiero Banorte, participated in the international panel "Principles for Responsible Banking: One year on," in the framework of the first anniversary of the UN Principles for Responsible Banking.

He said Banorte was a pioneer in the Mexican financial sector developing an environmental and social risk system.

Banorte is now working on promoting its adoption in the financial sector in Mexico and Latin America, hand in hand with other key actors.

Carlos Hank González shared his vision on post-COVID-19 world recovery.

MEXICO CITY, Sept. 22, 2020 /PRNewswire/ — A year after launching the UN Principles for Responsible Banking (PBR) and within the framework of the European Sustainable Investment Forum, Carlos Hank González, Chairman of the Board of Directors of Grupo Financiero Banorte, said that after the pandemic, world economic recovery should be based on sustainable development.

During his participation in the "Principles for Responsible Banking: One year on" panel, Hank González analyzed the economic impact of COVID-19 pandemic and explained that the financial sector will be key in the recovery process, as long as it takes into account environmental, social, and governance (ESG) dimensions.

"Banks have to be part of that recovery, but we are going to have to transform ourselves and stop doing business as usual. We should consider working with all our stakeholders and understanding that the context has changed. For a true recovery to take place, it must be sustainable," he added.

Banorte, pioneer in the implementation of the Principles in Mexico

Banorte is the only Mexican founding member of the Principles for Responsible Banking, launched at the UN headquarters in NY City, on September 22nd 2019.

Furthermore, it was also pioneer in Mexico in the implementation of an environmental and social risk management system, which allows for risk assessment and potential financing impact analysis on the environment and communities.

In his speech, Hank González also explained that Banorte is now extending its system throughout all of the group’s business areas and is working hand in hand with regulatory authorities and financial system peers, to promote its implementation in the industry.

"We are excited because we are encouraging the entire Mexican financial industry, including regulators, to adopt an environmental and social risk system," he said.

The Principles

The Principles for Responsible Banking are a world framework allowing banks to align their strategies, operations, products, and services to the UN Sustainable Development Goals.

Banorte is the only Mexican bank in the founding group of 28 institutions that developed this framework, that now has 180 signatory banks from different parts of the world.

In 2019, Carlos Hank González was invited to represent Latin American banks in the launching ceremony of the Principles.

According to Carlos Hank González, "Sustainability is not a fad. In Banorte it is part of our DNA and it is essential to our strategy and operations to increase the generation of value to our stakeholders."

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Majority of Hong Kong HR executives indicate they are in post-recovery phase of COVID-19, digital technologies key for future, finds KPMG global survey


Building talent through upskilling and reskilling identified as key factor for future workforce

HONG KONG, Sept. 22, 2020 /PRNewswire/ — A majority of human resources (HR) executives in Hong Kong (77.5%) indicate that they have passed the ‘recovery phase’ in terms of dealing with the impacts of COVID-19 and have entered into either the ‘resilience phase’ (62.5%) of supporting and developing leaders and employees to manage through uncertainty, or the ‘new reality phase’ (15.0%) of adapting to the new world. This is significantly higher compared to 59% of executives worldwide who indicate the same, according to a KPMG study.

Conducted in July and August 2020, the KPMG 2020 HR Pulse Survey is a special edition research initiative in place of the global annual Future of HR survey, with a special focus on exploring what the future holds as HR organisations contend with the impacts of the pandemic. Nearly 1,300 HR executives in 59 countries and territories and 31 key industry sectors took part in this year’s survey, with 320 (25% of the total respondents) coming from Asia, including over 60 executives from mainland China and Hong Kong.

Asia executives surveyed, including 42.5% of Hong Kong respondents, have ranked ‘managing performance and productivity in a predominantly remote environment’ as the top capability required by the HR function to add value in today’s environment. Naturally, ‘adopting digital technologies to support remote working and collaboration’ is identified as among, or for some markets like Hong Kong, the most important initiatives for the HR function in managing the implications of the pandemic and moving to a new working reality over the next 2 years.

Peter Outridge, Partner, Head of People & Change Advisory, KPMG China, says: "The priorities of the HR function have clearly shifted as a result of the pandemic. With the mass transition to remote working, HR leaders need to rethink their traditional work models and how to keep people in their organisations connected, engaged and productive. The HR function also needs to work with the rest of the C-suite to re-evaluate what productivity means in the new reality and architect the workforce of the future."

‘Building talent through upskilling and reskilling’ is cited by 40% or more surveyed executives in mainland China, Hong Kong, and Asia overall as the most important factor for shaping their organisation’s future workforce composition. Most mainland China executives think around 11-20% of their organisation’s total workforce will need to be upskilled or reskilled in the next 2 years. This figure is higher in Hong Kong, with more executives seeing this need for up to 30% of their workforce.

Jonathan Lo, Partner, People & Change Advisory, KPMG China, says: "The pandemic presents HR with a unique opportunity to drive workforce connectivity and productivity through embracing a digital mindset. HR resources can be better used engaging in workforce shaping that is anchored by predictive analytics, information flows and process automation, among other digital capabilities, to help turn workforce insight into action."

Only half of the surveyed respondents in Asia, with the same percentage of Hong Kong respondents, indicate that HR in their organisation is proficient in using data and analytics to target and recruit their future workforce. This percentage is higher in mainland China, at 59%.

Most Asia HR executives, including more than 55% Hong Kong respondents, expect to make the biggest investment over the next 2 years on ‘new or updated learning and development platforms’ and ‘enterprise service management’ (i.e. connecting and automating their organisation’s back office across the enterprise to provide a connected employee experience). Mainland China executives also identified ‘advanced artificial intelligence, machine learning platforms, or related technologies’ as a key investment in the coming years.

Overall, a high majority (over 80%) of surveyed executive in mainland China and across Asia have found their function playing a leading role in their organisation’s response to the impacts of COVID-19; this number is even higher among Hong Kong respondents (93%). As talent risk emerges as the top challenge now faced by CEOs in China[1], it becomes even more crucial for the HR function to develop targeted talent management strategies to retain talent and support business growth.

About the survey

The HR Pulse 2020 survey covers 1,288 HR executives in 59 countries and territories (with majority representing from the largest economies in the world) and 31 key industry sectors (such as asset management, automotive, banking, consumer and retail, energy, infrastructure, insurance, life sciences, manufacturing, technology, and telecommunications).

A third of the companies (33 percent) surveyed are C-suite and 29 percent are HR executives such as senior vice presidents. Approximately 32 percent of companies surveyed report an annual revenue of US$1B+.

The survey was conducted in from July 21 to August 7. Note: some figures may not add up to 100 percent due to rounding.

About KPMG China

KPMG member firms and its affiliates operating in mainland China, Hong Kong and Macau are collectively referred to as "KPMG China". KPMG China is based in 26 offices across 24 cities with around 12,000 partners and staff in Beijing, Changsha, Chengdu, Chongqing, Foshan, Fuzhou, Guangzhou, Haikou, Hangzhou, Jinan, Nanjing, Ningbo, Qingdao, Shanghai, Shenyang, Shenzhen, Suzhou, Tianjin, Wuhan, Xiamen, Xi’an, Zhengzhou, Hong Kong SAR and Macau SAR. Working collaboratively across all these offices, KPMG China can deploy experienced professionals efficiently, wherever our client is located.

KPMG is a global network of professional services firms providing Audit, Tax and Advisory services. We operate in 147 countries and territories and have more than 219,000 people working in member firms around the world. The independent member firms of the KPMG network are affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. Each KPMG firm is a legally distinct and separate entity and describes itself as such. In 1992, KPMG became the first international accounting network to be granted a joint venture licence in mainland China. KPMG was also the first among the Big Four in mainland China to convert from a joint venture to a special general partnership, as of 1 August 2012. Additionally, the Hong Kong firm can trace its origins to 1945. This early commitment to this market, together with an unwavering focus on quality, has been the foundation for accumulated industry experience, and is reflected in KPMG’s appointment for multidisciplinary services (including audit, tax and advisory) by some of China’s most prestigious companies.

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