Best UpperEdge Podcasts (2025)

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How Strong SLA Frameworks Drive Better MSP Performance 28:47

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1d ago28:47

28:47

Many organizations still focus heavily on SLA metrics like uptime and ticket closure rates, but those metrics alone do not create strong governance or long-term value. In this episode of Insights for IT Negotiations, Kylie Chisholm is joined by UpperEdge managed services experts Greg Hall and Ally Kuppens to discuss why the structure behind SLAs is…

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Salesforce Foundations: The “Free” Offer That Can Be Very Costly 5:42

1M ago5:42

5:42

Salesforce is pushing Salesforce Foundations and Data 360 provisioning hard as “no-cost” offers — but the real story starts once you hit usage limits. In this video, Adam Mansfield breaks down what’s actually included, why Salesforce cares so much about getting this into your order form, and how you can protect your budget. You’ll learn: What comes…

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ServiceNow Impact: How to Push Back, Cut Costs, and Protect Your Renewal 6:19

1M ago6:19

6:19

Many ServiceNow customers are being told Impact is “mandatory” to win discounts or concessions—especially around year-end renewals. In this video, Adam Mansfield explains how to negotiate lower Impact percentages, lock protections for the full term, preserve your right to drop Impact at renewal, and tie lower Impact costs to better underlying produ…

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From Risk to Reward: How SaskPower Achieved a Smooth S/4HANA Go-Live with Jesse Webb 30:38

2M ago30:38

30:38

In this episode of Insights for IT Negotiations, hosts John Belden and Kylie Chisholm sit down with Jesse Webb, IT Director at SaskPower, to explore the story behind the utility’s highly successful SAP S/4HANA transformation. Jesse shares the lessons learned from SaskPower’s multi-year modernization journey, from managing vendor costs and internal …

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Microsoft FY26 Q1 Earnings: Clear Objectives Customers Need to Be Aware Of 8:16

2M ago8:16

8:16

In this video, Adam dives into Microsoft’s FY26 Q1 earnings report, which exceeded expectations with strong revenue growth and significant advancements in their commercial and cloud sectors. He discusses the importance of strategic planning for renewals, especially given Microsoft’s impressive Cloud Revenue, and clear objectives Microsoft has made …

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ServiceNow Q3 FY25 Earnings: AI Growth, CRM Jabs and Reliance on Consumption Based Pricing 7:39

2M ago7:39

7:39

Adam breaks down ServiceNow’s Q3 FY25 earnings call, highlighting 22% revenue growth, strong subscription performance, and a bold AI roadmap. With Now Assist and Pro Plus deals gaining traction, and CRM commentary heating up between McDermott and Benioff (Salesforce, CEO), this episode is a must-watch for customers preparing for ServiceNow renewals…

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Dreamforce 2025: Salesforce’s AI Push, AELA Explained, and What It Means for Your Renewals 19:31

2M ago19:31

19:31

In this episode of Insights for IT Negotiations, host Kylie Chisholm is joined by Adam Mansfield, UpperEdge’s Salesforce Practice Leader, to unpack everything from Dreamforce 2025. They dive into how Salesforce’s Agentic Enterprise Licensing Agreement (AELA) is reshaping enterprise licensing, the emphasis on AI and “Agentforce,” and what all this m…

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Salesforce’s New Agentic Enterprise Licensing Agreement (AELA) – What Customers Need to Know 7:15

2M ago7:15

7:15

During Dreamforce, Salesforce announced a new “unlimited” Agentic Enterprise Licensing Agreement (AELA) that promises unlimited use and simplicity at a set (and predictable) flat fee. But without proper transparency or post-term protections, Salesforce customers could be in for a world of hurt at the renewal time. In this quick take video, Adam bre…

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Navigating Salesforce Renewals and the Reality Behind “Agentforce” 20:33

3M ago20:33

20:33

In this episode of Insights for IT Negotiations, host Kylie Chisholm talks with Adam Mansfield, UpperEdge’s Salesforce Practice Advisory Leader, about how customers can successfully prepare for upcoming Salesforce renewals. Adam discusses why many organizations are frustrated with Salesforce’s current direction, particularly its heavy focus on Agen…

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SaaS Vendors’ New Trick: Multiplying Pricing Caps by Term Length 5:22

3M ago5:22

5:22

SaaS vendors are sliding a nasty detail into SaaS renewal term price protections: taking a “3–5% cap” and multiplying it by the number of years in your next term (e.g., 3% × 3-year = 9%). That’s not a cap—that’s compounding pain. Adam shows how to spot it, why it’s spreading, and exactly how to push back. Key takeaways There needs to be a cap on th…

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How Much Does M365 Copilot Really Cost (or Should Cost)? 4:33

3M ago4:33

4:33

Most buyers anchor on “$30/user/month” for Microsoft 365 Copilot—but that’s not the real price. The right move is to negotiate the total cost by tying Copilot to your underlying Microsoft 365 E3/E5 pricing, then secure renewal protections so Microsoft can’t claw it back later. Key plays you can use: Treat “M365 E3/E5 + M365 Copilot” as one subscrip…

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Oracle’s AI Playbook: Co-CEOs & Explosive OCI Growth 14:39

3M ago14:39

14:39

Oracle just named two co-CEOs and doubled down on an AI-first future. Jeff Lazarto explains how OCI’s gigawatt-scale GPU superclusters, Oracle’s vectorized “AI database,” and application-layer AI agents could make Oracle the standard for AI training and—soon—enterprise inferencing. He also highlights what this means for customers evaluating Oracle …

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Salesforce Q2 FY26 Earnings: Agentforce Hype vs. Reality 6:57

4M ago6:57

6:57

In this breakdown, Adam Mansfield unpacks Salesforce’s Q2 FY26 results and the bigger story: Agentforce and Data Cloud’s consumption model. He highlights what Salesforce shared—and what they didn’t—so you can be fully prepared as you head into upcoming renewal negotiations and even your Dreamforce attendance. Key Takeaways: Revenue: $10.2B (+10%) S…

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Renewal Pricing Tied to Real Usage? 4:39

4M ago4:39

4:39

SaaS vendors often push programmatic renewal price increases—whether you used the product’s features (new or existing) or not. Here’s a fairer, customer-focused approach: only permit price hikes at renewal when (1) the SaaS vendor enhanced the production being subscribed to since your last renewal and (2) you’re actually using those enhancements. T…

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Microsoft Eliminates EA Volume Discounts: What It Means for Enterprise Customers 24:05

4M ago24:05

24:05

In this episode of Insights for IT Negotiations, UpperEdge’s Adam Mansfield joins to break down Microsoft’s recent announcement to eliminate Enterprise Agreement (EA) volume discounts starting November 1st. Adam explains what this change means for enterprise customers, how executives are reacting, and the strategies organizations can use to prepare…

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Salesforce’s New Agentforce Pricing Plans: All About Getting You to Start Using 6:46

4M ago6:46

6:46

In this episode, Adam Mansfield, Salesforce Practice Leader at UpperEdge and industry expect, explains what the new Pay-As-You-Go and Pre-Commit, and Pre-Purchase pricing models mean for enterprise customers and why Salesforce is providing them. Key takeaways and what will be covered: Breakdown of all three Agentforce pricing options: Pre-Purchase,…

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Microsoft Ends EA Volume Discounts – What It Means for You 9:10

4M ago9:10

9:10

Effective November 1, 2025, Microsoft will eliminate EA volume-based discounts for online services like Microsoft 365 and Dynamics 365. Adam Mansfield, Microsoft Practice Leader at UpperEdge, breaks down the impact, why Microsoft is making this change, and how enterprise customers can push back. Learn how this move ties to Microsoft’s motivation to…

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Microsoft FY25 Q4 Earnings: Beat Expectations driven by Azure Growth and Copilot Adoption 8:52

5M ago8:52

8:52

Microsoft closed FY25 with strong revenue growth, fueled by Copilot adoption, E5 momentum, and Azure’s breakout 39% growth. Adam Mansfield, Microsoft Practice Leader at UpperEdge, breaks down the key takeaways from the earnings call, including what the numbers mean for enterprise customers with upcoming renewals or considering in-term purchases. Le…

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How Generative AI is Reshaping SAP Brownfield Implementations with Ryan McGhee 44:21

5M ago44:21

44:21

In this episode of Insights for IT Negotiations, UpperEdge’s Ryan McGhee joins John Belden and Kylie Chisholm to explore how generative AI is influencing SAP S/4HANA brownfield transformations. From productivity claims and risk mitigation to transparency challenges and use case development, the conversation uncovers what IT leaders need to know bef…

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Salesforce Pricing Shifts, AgentForce, and Slack: What Customers Need to Know Before Dreamforce 26:51

6M ago26:51

26:51

Salesforce is making bold changes that every customer needs to pay attention to. In this episode of Insights for IT Negotiations, UpperEdge’s Adam Mansfield joins Kylie Chisholm to unpack the upcoming 6% price increase, the evolving AgentForce pricing models, and Slack’s shift toward higher-cost enterprise editions. They explore what’s really drivi…

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Salesforce Announces August Price Hike & New AgentForce and Slack Plans: Here’s What You Must Do Now 5:47

6M ago5:47

5:47

Salesforce just announced a 6% price increase effective August 1st (20% for Slack Business+), alongside new Agentforce and Slack plans. This includes a staggering $125/user/month Agentforce add-on and an Agenforce 1 Edition for $550/user/month. In this episode, Adam Mansfield, Salesforce Practice Leader at UpperEdge, breaks down the real strategy b…

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AI-Fueled Cloud Lock-In: Why Escaping Your Vendor Just Got Harder 23:04

6M ago23:04

23:04

In this episode of Insights for IT Negotiations, UpperEdge’s Adam Mansfield joins Kylie Chisholm to unpack the evolving reality of vendor lock-in in the cloud era and how AI is deepening that entrenchment. From the long-standing SaaS model to today’s rapidly spreading AI offerings from Microsoft, Salesforce, and others, organizations are finding th…

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Oracle’s FY25 Boom: AI, Cloud, and What It Means for Customers 6:52

6M ago6:52

6:52

Jeff Lazarto, Oracle Practice Leader at UpperEdge, breaks down Oracle’s explosive FY25 earnings, the role of AI in their growth, and strategic guidance for existing and prospective Oracle customers. From cloud infrastructure to database demand and Oracle’s aggressive sales posture, this episode unpacks what buyers need to know now to negotiate smar…

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Is This Company Really Going to Make a 1 Million-Seat Microsoft 365 Copilot Commitment? 4:19

7M ago4:19

4:19

Microsoft’s mega deal is raising big questions. A report suggests Microsoft is working on a 1 million-seat Microsoft 365 Copilot deal, but what does that actually mean for customers? In this episode, Adam Mansfield, Advisory Practice Leader at UpperEdge, dissects the potential Microsoft 365 Copilot mega-deal and raises critical questions about poss…

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Is Microsoft 365 E7 Coming and Will it Include Microsoft 365 Copilot? 4:06

7M ago4:06

4:06

There has been speculation that Microsoft is going to one day introduce a Microsoft 365 E7 plan. Adam Mansfield, Advisory Practice Leader at UpperEdge, shares his take on whether Microsoft 365 E7 is coming and why customers shouldn’t wait around for it. He breaks down the math behind M365 E3, M365 E5, and M365 Copilot pricing, the pitfalls of bundl…

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How One Oracle Deal Delivered $11M in Savings: A Strategic Sourcing Case Study 12:21

7M ago12:21

12:21

In this episode of Insights for IT Negotiations, Jeff Lazarto and Shane Griffin pull back the curtain on a recent Oracle ERP transformation engagement. They share how a client secured over $11 million in savings and achieved long-term pricing protections without turning negotiations adversarial. Tune in to learn how UpperEdge’s relationship-based a…

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Workday Q1 FY26 Earnings: AI Expansion, Fast Deployments & What Customers Should Do Now 5:27

7M ago5:27

5:27

In this episode, Jeff Lazarto, Workday Practice Leader at UpperEdge, breaks down Workday’s Q1 FY26 earnings and what they reveal about the company’s direction—and how enterprise customers should respond. With 13% YoY growth, major investments in AI agents, and the rollout of Workday Go for rapid deployments, Workday is pushing innovation and reach …

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Salesforce Q1 FY26 Earnings: What AI (AgentForce), Data Cloud & Informatica Mean for Customers 9:30

7M ago9:30

9:30

Salesforce just released its Q1 FY26 earnings, and it’s clear: Agentforce (Salesforce’s AI offering), and Data Cloud are at the heart of its future growth strategy. In this episode, Adam Mansfield, Advisory Practice Leader at UpperEdge, unpacks the financials and the implications for current and future Salesforce customers. From 8000 Agentforce cus…

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ServiceNow’s $1B AI Plan: What It Means for Customers 6:50

7M ago6:50

6:50

In this episode, Adam Mansfield, Advisory Practice Leader at UpperEdge, analyzes key messages from ServiceNow’s recent Financial Analyst Day and what has been revealed to ServiceNow customers, including ServiceNow’s clear focus on accelerating AI revenue growth and getting customers to upgrade. He also discusses what that means for customers moving…

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Why the Right TPA Is Your Competitive Edge in the Age of AI 28:23

7M ago28:23

28:23

As vendors like Microsoft and Accenture leverage AI to gain an edge in IT negotiations, enterprise buyers risk falling behind. In this episode, UpperEdge CEO David Blake joins hosts John Belden and Kylie Chisholm to discuss the evolving role of the third-party advisor (TPA) and why independence, intelligence, and strategy matter more than ever. Lea…

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Knowledge 2025 Recap: ServiceNow’s AI and CRM Push—What Customers Really Want 6:22

8M ago6:22

6:22

Fresh from Knowledge 2025, ServiceNow’s annual conference in Las Vegas, Adam Mansfield, Advisory Practice Leader at UpperEdge, shares his takeaways from the event, including customer sentiment and concerns, as well as his perspective on ServiceNow’s aggressive pivot toward AI and CRM. While the ServiceNow keynote showcased big ambitions around beco…

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Microsoft Earnings Reveal Strategy Shift: What Customers Must Know Before Renewals 8:16

8M ago8:16

8:16

In this episode, Adam Mansfield, Advisory Practice Leader at UpperEdge, unpacks key takeaways from Microsoft’s FY25 Q3 earnings and what they really mean for enterprise customers heading into negotiations. From Copilot adoption trends and RPO growth to margin pressure and pricing tactics, Adam explains how Microsoft is positioning itself and why ev…

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SaaS Vendor Frustrations: Price Hikes, AI Pushes & Finding Leverage 29:35

8M ago29:35

29:35

In this episode of Insights for IT Negotiations, UpperEdge’s Adam Mansfield and Kylie Chisholm have a candid conversation on the mounting frustrations enterprise customers face with major SaaS vendors like Microsoft, Salesforce, and ServiceNow. From relentless AI upsells to opaque consumption-based pricing and universal cost increases, Adam breaks …

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ServiceNow’s Q1 FY25 Earnings: What Customers Must Prepare For 9:08

8M ago9:08

9:08

ServiceNow just posted strong Q1 FY25 earnings—and raised its full-year guidance. But what does that mean for customers facing renewals or being pushed into early AI (Pro Plus upgrade) and CRM expansions? Adam Mansfield, ServiceNow Practice Leader at UpperEdge, breaks down the results, what ServiceNow executives had to say during the earnings call,…

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SaaS Flexibility: A Promise That Was Never Fulfilled 6:50

8M ago6:50

6:50

In this candid session, Adam Mansfield, Advisory Practice Leader at UpperEdge, challenges the long-held promise of SaaS flexibility. Drawing from real-world client conversations in 2025, he exposes the disconnect between vendor (Salesforce, ServiceNow, Microsoft…etc.) sales pitches and the contractual realities. Learn what you can do to effectively…

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ServiceNow Knowledge 2025: How IT Leaders Can Turn the Conference into a Strategic Advantage 25:56

8M ago25:56

25:56

Heading to ServiceNow Knowledge? Don’t just show up—show up with a strategy. In this episode of Insights for IT Negotiations, UpperEdge’s ServiceNow expert, Adam Mansfield, shares critical guidance for IT leaders on how to extract real value from the event. Whether you're planning to evaluate Now Assist, expand into Pro Plus, or simply optimize you…

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The Hidden Traps in SaaS Renewals: What Vendors Don’t Want You to Know 5:00

9M ago5:00

5:00

In this episode, Adam Mansfield, Advisory Practice Leader at UpperEdge, breaks down the fine print pitfalls in SaaS renewal negotiations with vendors like Salesforce, ServiceNow, and Microsoft. He shares real-world insights from ongoing client conversations and highlights three major conditions that can quietly undermine your renewal protections—im…

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Navigating Salesforce’s Success and Security Offerings’ Licensing Metrics 7:17

9M ago7:17

7:17

In this episode, Adam Mansfield, Salesforce Advisory Practice Leader at UpperEdge, breaks down the complexities of Salesforce's Success Plans (Premier and Signature Success and Security offerings (Shield). He explains how the “percentage-of-net” licensing metric tied to these products can dramatically impact your spend, and offers actionable strate…

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ServiceNow Acquires Logik.ai: A Bold Move into the CRM Battlefield 6:57

9M ago6:57

6:57

Adam Mansfield, Practice Leader at UpperEdge, breaks down ServiceNow’s latest acquisition of Logik.ai—an AI-powered CPQ solution—and what it means for ServiceNow and Salesforce customers and the CRM market. With this move, ServiceNow doubles down on its ambitions to move deeper into the CRM market and better compete against now rival Salesforce wit…

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Bridging Talent Deserts & IT Project Success with GenAI – A Conversation with Marc Kermisch 41:55

9M ago41:55

41:55

In this episode of Insights for IT Negotiations, UpperEdge’s Chief Research Officer, John Belden, sits down with Marc Kermisch to explore the critical challenges of talent deserts, why IT projects fail, and how Generative AI is reshaping the way organizations approach innovation. Marc shares insights from his experience at Emergent Software, discus…

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Microsoft Copilot Studio: Negotiation Tips Customers Need to Know 6:45

9M ago6:45

6:45

Adam Mansfield, UpperEdge’s Microsoft Advisory Practice Leader, dives into Microsoft Copilot Studio—its significance to Microsoft, how it is priced, its licensing model, and how Microsoft customers should approach negotiations. Learn why usage definitions matter, how to optimize your contract, and the key factors to consider before adopting (and us…

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One of the Hidden Traps in Enterprise SaaS Contracts – What You Need to Know! 9:02

9M ago9:02

9:02

Are you truly getting the flexibility you need from your enterprise SaaS vendor (Salesforce, ServiceNow, Microsoft etc.) and are your contracts set up well to provide it? Adam Mansfield, UpperEdge’s Practice Leader, dives into the critical issues surrounding flexibility in SaaS agreements and shares his thoughts on how customers can fix the likely …

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Microsoft’s Price Hikes: What It Means for Your Business and How to Respond 7:31

9M ago7:31

7:31

Microsoft is significantly increasing Power BI and Teams Phone pricing starting April 1st. Adam Mansfield, UpperEdge’s Microsoft Advisory Practice Leader, breaks down the justifications given, the hidden motivations behind these changes, and what Microsoft customers can do to navigate the price hikes effectively. Learn how to turn Microsoft’s tacti…

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Mastering SaaS Negotiations: Key Strategies for IT Leaders 28:34

9M ago28:34

28:34

In this episode of Insights for IT Negotiations, hosts Adam Mansfield and Kylie Chisholm dive into the evolving landscape of SaaS negotiations. They discuss how vendors are responding to market changes, the key considerations for IT decision-makers, and strategies to maximize value in software agreements. Tune in to gain expert insights and practic…

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Salesforce vs. ServiceNow: The Battle for CRM & ITSM Dominance 7:40

9M ago7:40

7:40

The CRM and ITSM battleground is heating up! Salesforce and ServiceNow are stepping into each other's territories, creating opportunities for strategic moves. In this video,Adam Mansfield, UpperEdge's Salesforce Advisory Practice Leader, breaks down the latest developments, key insights from recent earnings calls, and how customers can leverage thi…

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Master Your Microsoft Renewal: Timing and Strategy Insights 7:40

10M ago7:40

7:40

Adam Mansfield, UpperEdge’s Microsoft Advisory Practice Leader, shares valuable insights on when and how to prepare for Microsoft renewals. He outlines key questions to consider, strategic timelines, and effective negotiation tactics to secure the best deal. Whether your renewal is months away or fast approaching, Adam’s advice can help you maximiz…

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ServiceNow’s Biggest Acquisition Yet: $2.85B Move to Expand Agentic AI, CRM & Search 6:52

10M ago6:52

6:52

ServiceNow just announced its largest acquisition ever — a $2.85 billion purchase of Moveworks. This strategic move doubles down on AI and enterprise search capabilities, aiming to expand ServiceNow’s footprint in CRM and customer insights. What does this mean for customers and the future of ServiceNow’s offerings? Adam Mansfield, UpperEdge’s Servi…

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Mastering Microsoft Renewals: Strategies for Smarter Negotiations 25:44

10M ago25:44

25:44

In this episode of Insights for IT Negotiations, host Kylie Chisholm is joined by Adam Mansfield, UpperEdge’s Microsoft, ServiceNow, and Salesforce Practice Leader, to discuss how organizations can prepare for upcoming Microsoft renewals. They dive into Microsoft's latest earnings call, the company’s push for early commitments, and key strategies t…

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Salesforce Customers Are Pushing Back – Here's Why 5:31

10M ago5:31

5:31

Many CIOs are voicing a common concern: Beforeinvesting in new Salesforce products, they need to see more value from what they already have. As Salesforce pushes AI, data, and additional products, customers are questioning spending priorities, engineering investments, costincreases and where their subscription fees are going. In this video, Salesfo…

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Salesforce Q4 FY25 Earnings: Growth, Misses, and the Future of AI & Data 7:43

10M ago7:43

7:43

Adam Mansfield breaks down Salesforce's Q4 FY25 earnings, revealing mixed results with single-digit growth and some key misses on analyst expectations. CEO Marc Benioff is doubling down on AI (Agentforce) and Data Cloud, but most specifically the "Holy Trinity" of CRM (Apps / Customer 360) + AI + Data. With CFO (Weaver) and COO (Millham) transition…