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eBay's In With the Breached Crowd
May 21, 2014
If there's a list of retailers that have not exposed their customers' data to a security breach, it just got shorter. The most recent company to confess to being hacked is eBay, which on Wednesday began sending emails urging customers to change their passwords. eBay announced that a cyberattack had compromised a database containing encrypted passwords and other nonfinancial data.
Snapchat Makes FTC Privacy Charges Disappear
May 09, 2014
Snapchat has agreed to a settlement with the United States Federal Trade Commission to resolve privacy issues resulting from a hacker's publication in January of data associated with 4.6 million of its users. The company has not admitted any wrongdoing, but it has agreed to implement a comprehensive privacy program that will be audited by a third party for the next 20 years.
Mobile Apps, Beacons and the Coming Retail Revival
May 07, 2014
Internet companies are showing no signs of slowing down when it comes to innovation, specifically in the area of physical retail. Smartphones and tablets are the new darlings of e-commerce companies, and they now are being used to provide immersive and entertaining shopping experiences. Many of the characteristics of online retail shopping are being replicated in the physical shopping aisle.
Mobile CRM May Widen the Big Data/Privacy Divide
May 06, 2014
The White House last week added to the ongoing national discussion about online privacy and tracking with the release of a review counselor John Podesta conducted on Big Data and privacy issues. Among other things, privacy advocates hope the findings will spotlight the role of mobile in the gathering of consumer data by companies. Mobile technologies have a particularly voracious appetite.
White House Urges Big Data Privacy Legislation
May 05, 2014
The White House last week released a review of Big Data and privacy written by counselor John Podesta. The report stems from President Obama's January request to define what is new about the technologies in this space, how Big Data affects public policy, and how consumer privacy is affected by corporate use of Big Data. The issue has been center stage since the Snowden revelations.
Michaels Crafts Artless Response to Customer Data Breach
April 21, 2014
Another retailer security breach, another national conversation about how these now regular occurrences need to stop. In the Michaels case, though, some of the talk touched on what by now should be remedial public relations. When you screw up and it affects your clients, apologize -- profusely and without hedging or reservation. The hacked retailer du jour apparently was unaware of this rule.
SugarCRM Refines Customer Analytics for Sales
April 14, 2014
When SugarCRM debuts version 7.2 in the coming weeks, users already will have had a taste of one of its main themes: tighter integration around productivity tools aimed at better understanding a customer base. That is because SugarCRM has previewed two such integrations over the past month -- one with Marketo and one with Dun & Bradstreet -- both designed to improve the user experience.
Clari Sharpens Its Focus on Data-Driven Processes
April 07, 2014
Clari is bursting onto the CRM stage with a mobile sales productivity platform that is coming out of stealth mode, thanks to a $6 million infusion of funds from Sequoia Capital. The product, says CEO Andy Byrne, marries "a beautiful design," with data analytics and mobile tech to create a system that helps reps close deals faster, while cutting down on productivity-killing data entry tasks.
Smartphone Tracking: How Close Is Too Close?
April 04, 2014
There you are, strolling down the coffee and tea aisle at the supermarket when you get an alert on your smartphone that you can get extra points in the store's reward program if you purchase a certain brand of coffee. Are you annoyed that you have been tracked with such precision that the merchant knows not only that you are in the store -- but also which food aisle you are in?
Using Feedback Loops to Manage Your Subscription Business
March 26, 2014
Everyone in business claims to want to listen to the voice of the customer. It's a noncontroversial issue, but the approaches are all over the map. There is little consistency -- and truthfully, many vendors do a poor job of it. Capturing customer feedback always has been a challenge for conventional vendors because they have to generate new processes to reach out to customers.
Determining an Online Customer's Value
March 25, 2014
Chris remembered his mom fumbling for her keys as she stepped out of the house, quickly locking the door and dashing toward the car. They were off to shop. Chris felt this to be a very clichéd way of shopping and always dreamt of an easier way to shop with less hassle. Jane, experiencing a very similar drill, never hated it once. Over decades, the experience of shopping has taken many forms.
Digging Deeper Into CRM Data
March 21, 2014
CRM is sometimes described as the place where all your customer data resides. That's a nice image -- all that helpful data, chilling in its own hangout. That data works for you, though -- if you're just storing it, it isn't helpful. It's important to think about what you want to do with and learn from that data. We talk a lot about what we want to do -- less about what we should learn.
Developing Customer IP
March 19, 2014
Sales people have been demanding better leads for a long time, and marketing today is in a position to provide them. At the same time, marketers have discovered that the kind of data they collect is as important as its volume. Marketers need to provide rich prospect profiles that answer many of sales people's most important questions: Is there a need? a budget? an executive sponsor?
Target Missed Bull's-Eye in Data Breach
March 14, 2014
Target acknowledged Thursday that it put information on a back burner that led to the compromise of more than 100 million customer records. "We learned that after these criminals entered our network, a small amount of their activity was logged and surfaced to our team," said spokesperson Molly Snyder, which "determined that it did not warrant immediate follow up."
Marketers, Start Your Engines
March 13, 2014
The connected car may be zooming into the mainstream: Apple has officially entered the market. The debut of CarPlay comes nearly a year after Apple first previewed iOS in the car, tweaking the platform to move Siri, Maps and other services to the dashboard. Apple showed off CarPlay and announced new partners Ferrari, Mercedes-Benz and Volvo early last week at the Geneva International Motor Show.
Report: US Tech Titans Making Bank From Offshore US Treasury Securities
March 13, 2014
Apple, Microsoft, Google and Cisco have accumulated enormous amounts of money via interest payments from the U.S. government, according to a report from the UK's Bureau of Investigative Journalism. The companies together hold $163 billion in U.S. government debt. Of that $163 billion, $124 billion is in U.S. Treasury securities, much of which is held offshore.
Big Data and the Process Revolution
February 26, 2014
A wave of change is now making its way through the front office with uneven results. CRM is moving from a data capture and retrieval solution to something that supports end-to-end processes -- and as with ERP, data analysis is helping to improve what once were purely manual processes. The trick is in producing knowledge from data. Alone, data is useless.
Target Reels From Customer Data Breach
February 26, 2014
Target reported financial results for the quarter during which it suffered a high-profile data breach, revealing how badly the company was stung by the security lapses. In the three months ending Feb. 1, net earnings dropped by 46 percent compared with the year-ago fourth quarter, from $961 million to $520 million. Profit dropped by more than 40 percent from the same period a year earlier.
The Travel Battle Rages On: May the Most Relevant Brand Win
February 25, 2014
The travel industry will increase 41 percent by 2016, making it worth $143 billion. With that much revenue on the line, booking sites are taking significant steps to ensure that they get their piece of the traveler pie. Brands no longer can offer experiences that are irrelevant to the end-user. Travel has become a user-centric industry, and the brand that serves up the most relevant content wins.
Amazon and Apple's 'Tough Slog' on Madison Avenue
February 21, 2014
Amazon and Apple just can't seem to catch a break with the advertising elite on Madison Avenue. In fact, advertising sales are a "tough slog" for both companies, mourns a feature published this week. The problem? Apple and Amazon won't reveal enough information about their customers. This is the best news I've heard all year. In fact, it just reinforces my loyalty to both companies.
Transition State
February 20, 2014
The CRM market appears to be experiencing a transition state -- something betwixt and between, a time of high energy and great possibility, above all a time of change. A ball bouncing around a spinning roulette wheel is in a transition state; chemical reactions go through transition states as reactants become products. The key concept is indeterminacy.
Microsoft Dynamics CRM Gets a Fuel Injection
February 18, 2014
Microsoft on Tuesday unveiled a set of Microsoft Dynamics CRM features that will be generally available in the second quarter of this year. There are three main areas of change in this latest iteration: new marketing functionality; enhanced customer service options; and the introduction of a unified service desk for call centers. There are also additional social listening features.
Completeness Is the New Black
February 12, 2014
Are we collecting enough data? It seems like a weird question given the glut of it at most companies, and perhaps it is. Perhaps a better question is, are we collecting the right data? We could get into a long philosophical discussion of just what the right data is, but that would only happen if we made the mistake of thinking all data was the same.
Looking for Customer Love in All the Right Places
February 07, 2014
If you're a vendor, the idea of providing visibility is a winning notion. It's what's driven social CRM-related software tools and analytics to their current prominence within the market, and it's why the "Internet of Things" is so alluring. The problem that these technologies purportedly solve is a lack of visibility -- that is, the inability to understand what's going on with customers.

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