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Salesforce's Lightning Announcement
July 29, 2015
Spreadsheets suffered a body blow on Tuesday, when Salesforce announced new platform functionality. Soon all spreadsheets will be good for is financial analysis. This sounds funny, because the spreadsheet for several decades has been the unofficial IT prototyping tool. Actually, it was the end-users' prototyping tool -- the default thing they used to capture data.
The Process/Platform Revolution
July 22, 2015
I've been looking at process as the next big thing in CRM for a while. It only makes sense, for several reasons. First, as we move to conducting increasing amounts of business online, we lose the intimacy of personal contact between vendor personnel and customers. In its place we need accurate and authentic processes that treat customers in ways they appreciate.
Microsoft Bolsters Dynamics CRM With FieldOne Buy
July 17, 2015
Microsoft on Thursday announced that it has reached an agreement to acquire FieldOne, developer of a cloud-based field service management solution. FieldOne's technology will add a new dimension to Microsoft Dynamics CRM. FieldOne provides field service management tools for work order management, automated scheduling, asset management, contract management, and more.
Meaningful Work and CRM
July 16, 2015
Having meaningful work is one of the biggest challenges for many people at the bottom of the employment ladder. In Outliers: The Story of Success, Malcolm Gladwell documented the multigenerational effect. The children of people who had meaningful work turned out to be more successful and advanced further in their careers than children of people stuck in less-rewarding occupations.
Steer Clear of Sales Forecasting Traps
June 16, 2015
Sales executives, managers and reps spend countless hours in forecast meetings, yet often find their actual closed revenue falls far from the mark they predicted. With the advanced CRM technology and sales forecasting tools available today, it's a wonder this trend continues. There are four common pitfalls that take place during the forecasting process that every sales leader should avoid.
5 Modules That Will Rock Your Business
June 3, 2015
Zuora two weeks ago announced its first acquisition, Frontleaf, and a new product, Z-Insights. This marks an important moment for both Zuora and what it has called the "subscription economy." The subscription economy has spawned a culture in which people have been conditioned to expect subscription-like performance from all their vendors -- even the conventional ones.
Customer Satisfaction With Pay-TV, ISPs Hits New Low
June 2, 2015
"Customer first" is the motto businesses live by -- or should -- but that doesn't seem to resonate with companies providing pay-TV or Internet-access services, based on ACSI data gathered in Q1 of 2015. Customer satisfaction with information services fell to 68.8 percent, the lowest level in seven years. Subscription-TV services and ISPs are at the bottom of the 43 industries covered by the index.
Message for Marketers: Always Be Engaging
June 1, 2015
In sales, we know customer retention is critical for success in the subscription economy. For many tech companies in the SaaS space, it takes three years to break even. In insurance, which has toiled in the subscription economy for more than a century, the average break-even time is an incredible seven years. Because of that, sales compensation is starting to change.
Subscribed 2015
May 27, 2015
There is no better company to look at to get a sense of the future of technology in business and society than Zuora. This might surprise many people, because companies like Oracle, Microsoft and Salesforce might come to mind more readily. To one degree or another, those companies feature their products and services, which are very important, but Zuora talks about business models.
Are Feds Losing the Cybersecurity Fight?
May 27, 2015
U.S. government agencies have invested time, effort and significant funding in the last several years to meet the challenges of cybersecurity threats, but the payoff has been disappointing, according to a report from the ISC2 Foundation. As part of its seventh Global Information Security Workforce Study, the foundation included a section that involved a survey of 1,800 federal IT professionals.
Making the Most of Micro-Moments in the Customer Journey
May 26, 2015
The mobile advertising race is on. Google has to scramble to stay ahead in the volatile mobile ads market, because it has been losing ground to Facebook, suggested Pace University marketing professor Larry Chiagouris. Google is "valued at a high multiple, based on its current market share, and cannot afford to give away any market share," he noted.
Order Taker, Meet Undertaker: What Sales Pros Must Do to Survive
May 21, 2015
Within a few years, 1 million B2B sales roles will be eliminated, according to a recent Forrester Research report. That's 20 percent of them gone, thanks to the evolution of technologies like self-service and customers' increasing desire to avoid the hassle of speaking to sales reps. Personally, I think that's a bit overstated -- or rather, a mischaracterization of an ongoing trend.
Xactly: From Transaction to Process
May 20, 2015
It is subtle, but in the spring conferences I see a pattern emerging around the importance of process. Admittedly, my analysis in this case is less than scientific, and I have no statistics to support my idea, but I my instinct says a trend toward process is beginning. Two conferences that support my contention include Xactly and Zuora, both of which are taking place this week in San Francisco.
Sage and Salesforce Tie Partnership Knot
May 13, 2015
Sage and Salesforce put on a lovefest on Tuesday to announce their partnership, in which Sage has developed Sage Life, a product to enable small companies to connect their customer, accounting, payroll and finance data into one system, accessible from any device, anywhere. It's unclear whether the customer data is held in Salesforce's traditional CRM or if it refers more broadly to ERP data.
Wild Salesforce Speculation
May 8, 2015
The blogosphere lit up last week after rumors surfaced that Salesforce was working with unnamed bankers on a possible merger. It seemed Salesforce was in play, and my colleagues and I went into overdrive speculating about who the suitor might be, what the striking price would be, and whether it was a good idea to do the deal. Of course, as a public company, Salesforce in theory could be bought.
Everybody Loves Salesforce
May 6, 2015
Rumors about Salesforce.com being courted by Microsoft and Oracle have been swirling about Wall Street and Silicon Valley. However, it's not clear how much substance there is to the speculation. The buzz began with a report last Wednesday, and analysts ran with it. Oracle stirred the pot Thursday when co-CEO Safra Catz said a Salesforce.com acquisition would disrupt the software market.
Salesforce Jumps Into HR
April 30, 2015
I recently praised Salesforce for having the smarts to not get into enterprise resource planning several years ago. It was a good decision, I thought, because there was no upside for them to invade such a well-established market -- better for them to focus on a blue ocean strategy in which they went after new applications. I think the market's evolution has proven the wisdom of that approach.
Reports: Federal IT Managers Should Look Forward, Not Back
April 22, 2015
The dynamic world of information technology calls for a future-oriented approach to IT management. However, government agencies too often may be looking backward rather than forward with respect to how they operate IT systems, especially when it comes to investing huge sums of taxpayer money into those resources. Two recent assessments of government IT make the point.
Digital Disruption and a Great Gap
April 21, 2015
You can tell when the economy is doing well, because instead of worrying about how you're going to make the next mortgage payment, you worry about the next disruption in business. The big worry on the horizon now is the digital disruption, a nice piece of alliteration designed to make you question your worth. The DD is the confluence of a lot of wonderful new technology.
Big Data Drives Change if You're Ready to Be Driven
April 20, 2015
In an earlier chapter in my career, I had the seemingly lofty title of "software and intelligence editor" at a telecom trade magazine. Even back in 1996, telecom was experiencing a "big data" problem. It wasn't a problem of collection -- no, telephone companies collect more data than almost any other industry, recording call times and durations, as well as the numbers their customers dialed.
Sage and Salesforce: An Odd Couple?
April 15, 2015
It came as a surprise when Keith Block, vice chairman of Salesforce, made an off-the-cuff remark about a Sage-Salesforce alliance at Salesforce World Tour last week. Sage and Salesforce in February had announced they would work together, with Sage moving some of its undisclosed ERP applications to the Salesforce Cloud. However, the word didn't seem to spread, and it remained off my radar.
WiFi Pays Retailers in Spades
April 1, 2015
EarthLink and IHL on Tuesday released a joint study that shines a light on the specific ways different types of localized WiFi networks are helping businesses, and how enterprises are adapting to the realities of a more mobile and data-centric world. Companies are changing their point-of-sale systems to try to stay competitive, the study indicates.
Shrinking ERP to Grow It
March 31, 2015
The surround strategy for legacy ERP is real. It's been going on for several years, and if I was a legacy ERP vendor I would be concerned. The strategy refers to the idea of leaving legacy ERP in place while implementing cloud ERP to handle specialized parts of a business, like a region with currency conversion issues, subscriptions, or something like that.
Mobile Banking on a Tear, Says Fed
March 27, 2015
The Federal Reserve Board has released its fourth annual study of consumers' mobile commerce behaviors. The report shows a continued boom in banking on mobile phones and other devices rather than at a teller desk. Central to the report's findings is the growing number of "banked" consumers -- those with full access to bank services -- who also use a smartphone.

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Do video cameras make the world safer?
Yes - People exercise more restraint because of them.
No - We just get to see more horrible things happen.
Maybe - They might deter some kinds of crime.