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The news On October 1, 2025, Conga announced its intent to acquire the B2B business of PROS , following PRO’s acquisition by Thomas Bravo . At the same time, ThomaBravo and PROS announced that PRO’s travel business segment will be run as a standalone business . The bigger picture Revenue operations, revenue management and revenue lifecycle management have become a thing in the past years, as evidenced by the number of specialized companies that solve parts of the overall problem of optimizing revenue. It also got abused to some extent (e.g., surge pricing models) when the users of the corresponding capabilities consider optimizing being the same as maximizing. Reality check: It is not. While optimizing involves a bit of identifying how much a customer is willing to pay, it also involves the thought of repeat business, or in other words customer loyalty, even without a formal loyalty program. And that involves the customer experience, part of which the speed of creating a quote with mat...

So, the time of agentic AI has come? What does this mean? Not for businesses, but for business users. These days, the main tool in the quiver of every business user in an enterprise is … the web browser. Initially web interfaces to business software and then SaaS software has seen to this.  The result? Employees needed to build their workflows around a plethora of different web applications, having open a corresponding number of tabs at any given time. I just counted the ones that I have open: fifty-three. And that doesn’t even count the web browsers that I do not even recognize as such. For example, Apple Calendar, or Microsoft Outlook. Maybe even MS Word … one never knows where there’s a browser these days … Now, with agentic AI moving into the business, these workflows will need to change. How, that heavily depends on the vendors one works with and, of course, the size of the own business. One of the main considerations when moving towards agentic workflows or agent-supported wo...

Beginning of September 2025, the CRM Magazine published its 2025 CRM Industry Leader Awards on Destination CRM . This year, the awards nominate five outstanding companies across eleven categories. As in recent years, CRM Magazine asked some renowned analysts to chose Industry Leaders for 2025 using a simple question: “ If you had to recommend a CRM solution—whether an enterprise suite, contact center infrastructure, or a customer data platform—to a client, what would they choose, and why? ” And, of course, the analysts – being analysts – gave their answers. And good answers they are. But this is not the topic of this post.  What is it then? Glad you asked … It is about the term “unified customer experience platform” and the corresponding award category . Looking at the winners and their corresponding descriptions, it turns out that there seems to be a clear dominance of customer service and contact center solutions in this area – with the exception of the honorary mention of Sprink...