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Mobile CRM's Great Big Internet of Things Challenge
January 30, 2014
Shortly after Google's $3.2 billion acquisition of Nest was announced, Nest CEO Tony Fadell felt obliged to clarify something for its users: Any changes to the company's privacy policy would be opt-in. Also, Nest would be transparent about those changes, he said. It's questionable whether Fadell can keep such a promise, though, unless it's written into the deal.
DoJ Throws a Couple of Bones, Tech Firms Back Off
January 28, 2014
The U.S. Department of Justice on Monday announced two new options for tech companies to report on government requests for information about their customers. In response, Google, Microsoft, Facebook, LinkedIn and Yahoo withdrew their lawsuits against the Foreign Intelligence Surveillance Court over the issue. The five said they would "continue to encourage Congress to take additional steps."
Worried Retail Shoppers Bury Heads in Sand
January 28, 2014
Consumers are getting increasingly nervous over retailers' ability to protect their personal data -- yet they are not changing their shopping habits, according to findings from an AP-GfK poll. In the wake of the Target breach, nearly half of those surveyed expressed extreme concern about their personal data while shopping in stores, and 58 percent had deep worries about online spending.
Epicor Aims to Ratchet Up Loyalty
January 27, 2014
Epicor Software has announced the general availability of Epicor Retail CRM 7.0. The updated platform reflects a complete shift to .Net and SQL reporting services and includes a number of new features in analytics, reporting and security As a whole, 7.0 "gives a more granular view to the retailer about a customer's behavior," said Sarah Barron, Epicor Retail product manager for CRM.
4 Processes for Turning Customer Ire Into Loyalty
January 24, 2014
If you're in business, you're going to face a customer relationship issue that's your fault. It happens. We're human -- and though we may strive for perfection, the best we can do is get close to that goal. When your business errs, the first people who are likely to hear it are your customer service reps. Customer service reps end up apologizing a lot in these situations.
Neiman Marcus Alerts Customers to Hack Attack
January 24, 2014
Neiman Marcus has announced that some 1.1-million customer credit and debit cards may have been exposed in a hack attack. The retailer was first alerted to the intrusion at the beginning of the year. It appears that "sophisticated, self-concealing malware" able to obtain payment card information was active in the company's systems between July 16 and Oct. 30, 2013, CEO Karen Katz said.
Privacy Board Urges Shutdown of 'Illegal' NSA Data Dig
January 23, 2014
The United States National Security Agency should end its controversial bulk telephone metadata collection program, recommended the Privacy and Civil Liberties Oversight Board. The board's report, issued Thursday, says Section 215 of the U.S. Patriot Act, which provides the foundation for the NSA's authority, "does not provide an adequate legal basis to support the program."
T-Mobile Gives Customers No-fee Checking
January 23, 2014
T-Mobile USA on Wednesday launched Mobile Money, a money management application for smartphones that is meant to be used in conjunction with a reloadable T-Mobile Visa Prepaid Card. There is no charge for activation, monthly maintenance, in-network ATM withdrawals, or for replacing lost or stolen cards. There are also no minimum balance requirements.
Nest CEO Promises to Preserve Privacy
January 21, 2014
Nest CEO Tony Fadell took on one of the many lingering questions about Google's $3.2 billion acquisition of the company: What will become of its privacy policy? Any changes to Nest's privacy policy will be opt-in, and the company will be "transparent" about those changes to its users, Fadell promised. This assurance from Fadell is almost as significant as Google's acquisition of Nest.
Wife of Indian Minister Dead After Exposing Husband on Twitter
January 20, 2014
The wife of Shashi Tharoor, an Indian minister and member of parliament, was found dead in a luxury hotel in New Delhi days after exposing her husband's alleged infidelity via Twitter. The cause of death is not known, but a forensic expert reportedly dubbed it a "sudden, unnatural death." Private messages between Tharoor and a Pakistani journalist popped up on Tharoor's Twitter account Wednesday.
Nextbee Gives B2Bs CRM Integration Links
January 20, 2014
NextBee has spent the last several months developing integration links to connect its referral and customer service products to the major CRM applications, including Salesforce, NetSuite and Microsoft Dynamics. The general idea of the integration is to combine NextBee's ability to track activities and provide incentives with the CRM system's customer service touchpoints.
Winning the CRM Race
January 17, 2014
"Customers do not want a relationship with your business, they want the benefits a relationship can offer to them." Mitch Lieberman, managing partner at DRI and an all-around bright thinker, first said this around 2009. He wasn't trying to smash anyone's illusions about the value of CRM. He was trying to reset business' thinking back to reality about the nature of buyer-seller relationships.
PowerLocker Takes Ransomware to a New Level
January 13, 2014
Up to now, the malware program CryptoLocker has been king of the ransomware roost, but PowerLocker may present a new challenge. "It has some interesting countermeasures to thwart researchers," said Harry Sverdlove, CTO of Bit9. Among those countermeasures are the ability to determine if it's running on a virtual machine -- and if so, to alter its behavior.
Other Shoe Drops in Target Customer Data Breach
January 10, 2014
The security breach that initially appeared to affect as many as 40 million customers may put many more at risk, Target revealed Friday. In addition to accessing those customers' payment card data, hackers stole the names, mailing addresses, phone numbers or email addresses for up to 70 million people. The personal data theft was uncovered in the investigation of the payment card data heist.
Amazon, LLBean Tie at the Top for Customer Satisfaction
January 09, 2014
Retailers performed well this holiday season in terms of customer satisfaction across multiple channels, according to the ForeSee Experience Index: 2013 U.S. Retail Edition, which was released this week. The report focuses on customer satisfaction at the company level and queried consumers about every applicable sales channel, ranging from the brick-and-mortar store to the contact center to mobile.
Microsoft Buys Cloud Customer-Service Firm
January 07, 2014
Microsoft on Tuesday announced that it will acquire Parature, which provides customer engagement solutions as a service. Parature's technology will add self-service, support ticketing and other capabilities to Microsoft Dynamics. Microsoft reportedly will pay $100 million for the company. "Once the deal closes, Parature will become part of Microsoft," said Parature cofounder and CMO Duke Chung.
Was 2013 the Run-Up to Nineteen Eighty-Four?
December 23, 2013
It is time to look back on 2013 and consider what we've learned about technology and human nature. Both Apple and Dell were massively changed, and Google went from a company that wanted our private information to one that wanted our jobs. The U.S. government decided, through the NSA, that laws don't apply to it. Those who brought this to our attention got big punishments.
5 Winning PCI 3.0 Ways
December 21, 2013
As most security and compliance pros already know, PCI 3.0 is now officially out. The specific changes it includes have already been covered in quite a bit of detail elsewhere in the industry press, so I won't cover them all again here. However, one area that is often less discussed is how to use these changes to carve out resources for things that also have benefits more generally.
Verizon to Disclose Some of What It's Disclosing to the Government
December 20, 2013
Verizon on Thursday said it will release a semiannual report about the data requests it receives from the government. It is the first major telecom to make such a move. Verizon and other tech industry giants have come under fire for cooperating with government surveillance programs. Verizon and AT&T in particular were named in documents leaked by former NSA contractor Edward Snowden.
Teach Your Channel Partners Well
December 20, 2013
Companies that sell direct have it easy. They have control over hiring their salespeople, control over marketing messages, and control over service and support. There's only one entity to blame if the buyer's unhappy, and that's the seller. When you mix in an indirect channel, however, things get a little more difficult. Now a third party has an impact on the buyer's satisfaction as well.

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