Since at least 2009, when Adobe acquired Omniture and began to build a digital marketing hub around it, debates about the future of marketing technology have focused relentlessly on the CMO’s dilemma: Invest in a big, unified marketing suite, or compose a marketing stack from best-of-breed point solutions. No longer.
With the top marketing cloud vendors pushing an open architecture message, making multiple acquisitions, and allowing independent solutions to be built natively on their platforms, the distinction between all-inclusive suites and customized stacks has never looked so hazy.
Are the clouds dispersing? Not in any simple sense. The big marketing clouds aren’t about to vanish. If anything, Adobe, Oracle and Salesforce have broadened their central cloud offerings to include various combinations of marketing, sales, service, data or analytics, eCommerce and app clouds. But at the same time, it’s become increasingly clear that these complex, interrelated platforms are really collections of tools—more or less well integrated—and not monolithic, walled garden solutions.
In other words, they look more and more like customized stacks under big name awnings.
But, as ever, it’s more complicated than that. The big hubs have always been built on acquisitions; but their diversity has been boosted by:
- Integrating with third party apps
- Permitting third party apps to be built natively on the big cloud platforms, and
- Opening their architecture (most say; Adobe declined to comment for this article).
Inviting Partners to the Dance
Back in the summer, Chris Lynch, Head of Product Marketing at Oracle Marketing Cloud, told me: “We’re devout about an open platform strategy,” he said. “The existence of a marketing cloud need not be at the expense of other best-of-breed solutions.” In a conversation last week, Steve Krause, OMC’s Head of Product, doubled down.
“We’re not here to punish customers for buying other products,” he said. “You don’t have to listen to words, he added. “You can look at actions.” The Oracle Cloud Marketplace offers hundreds of apps from partners to integrate with the Marketing Cloud alone, all verified and secure. “Our acquisitions can plug into the marketing cloud,” he said, “but it’s open; others can plug into it too.”
In fact, said Krause, “among the most common integrations we have are with our so-called competitors. Oracle Eloqua [marketing automation] is very well connected into Salesforce.com. Also the Oracle Sales Cloud, which also connects with other CRM systems.”
The cloud vendor’s role, according to Krause, is: “Be the platform. Be the center of gravity. There needs to be one foreman on the job site.” Oracle’s task is to make marketing tech stacks work. Krause hears CMOs say, “I’m running all these systems, which made sense to buy at the time, but the totality has gotten out of hand.” Contractual practicalities mean that CMOs can’t make everything “go away” and start from scratch. “It’s extremely common for us to come in and rationalize what’s already there.”
There are differences between the larger marketing hub vendors when it comes to openness and diversity, but the differences are subtle. Salesforce places a greater emphasis on the completeness of its platform, although it too claims to have created an eco-system where partners can thrive and CMOs have a choice. That was the message I got from Eric Stahl, Salesforce’s SVP Product Marketing.
“It’s important for marketing hubs to have partners and an eco-system,” he told me, “so that if a specific organization needs a function not provided by the platform there is a likely a partner who can provide said functionality.” Nevertheless, the goal for Salesforce is clearly to provide—as far as possible—a complete CRM, of which the marketing cloud forms just one part. “The real value,” said Stahl, “doesn’t come from just the integration of best-of-breed point solutions. It comes from integrations across the vendor’s entire platform and eco-system.”
While Oracle and Salesforce have expanded their marketing cloud offerings through strategic acquisitions, SAP Hybris is pairing in-house development with an open architecture. Marcus Ruebsam is SVP and Global Head of Solution Management: “We are not really thinking of acquiring assets to cover business areas. There has to be a bigger vision for this. Although if there are assets out there which are a complete fit, we would be interested.”
The bigger vision, for Ruebsam, revolves around architecture and data. He describes the brand’s core approach as a “data integration play.” It’s important, he said, “to keep data consistent. We don’t want to have fragments—piecemeal data.” Some of the competition “looks like a bunch of offerings, not working together in an integrated way.” But if SAP Hybris is betting on its own architecture, it’s still allowing developers—and customers—to create the miniature, process-based apps they call “microservices” on that platform.
Ruebsam even contemplates integrations with Salesforce or Oracle solutions: “Potentially, yes. There’s nothing against this. YaaS [the Hybris-as-a-Service platform] is open enough for this. It’s not a priority for us, but we’re not restricting—that’s not our strategy.”
Sitting on a Cloud
Eric Marotta, Head of Product Marketing at CloudCraze, brought an important perspective to all this. “I love your supposition about a bespoke cloud solution,” he told me.
CloudCraze is an eCommerce platform built natively on Salesforce. The brand is independent of Salesforce, and doesn’t require its customers to be Salesforce customers. CloudCraze benefits from Salesforce’s architecture: “We view them as our AWS,” Marotta told me. The advantage for a Salesforce customer in the market for eCommerce is that the connection to CloudCraze can happen “instantaneously.” It’s an example of combining the benefits of a foundational cloud architecture—“one system of record; one view of the customer (order history, browsing behavior),” said Marotta—with the ready availability of a point solution; in this case an eCommerce platform.
“The market is changing faster than software can keep up with,” said Marotta. Being able to turn on and off various cloud-based solutions gives brands greater flexibility. As for CloudCraze, Marotta said, “our platform is open and componentized. You can switch off our data store and plug in a different one.”