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FCC Chair Asserts Independence in Net Neutrality Fracas
November 13, 2014
FCC Chairman Tom Wheeler has responded to the White House's proposal for Net neutrality rules by reasserting his agency's independence in a meeting with executives of Google, Yahoo and other Internet companies following President Obama's Monday call to action. The president urged the FCC to ensure Net neutrality by interpreting Title II of the Telecommunications Act to govern ISPs.
Microsoft Makes Lumia 535 Its Own
November 12, 2014
Microsoft on Tuesday announced the Lumia 535 -- the first smartphone under its own brand since it completed its acquisition of Nokia in April. Microsoft is marketing the 535 as its "5x5x5" smartphone package. It has a 5-inch screen and 5-MP front- and rear-facing cameras. Microsoft will offer both single-SIM and double-SIM versions. Both will be 3G phones, preloaded with Windows Phone 8.1 and the Lumia Denim update.
Kana Burnishes Omnichannel Customer Engagement Tools
November 11, 2014
Kana has announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. Kana Enterprise Customer Engagement Optimization platform has been available since Oct. 31. At its core, the platform is the same, said Director of Product Marketing Kana Kelly Koelliker. It provides tools to facilitate customer engagement across multiple channels.
Money Makes the World Go Round on Singles Day
November 11, 2014
Nov. 11 is Singles Day in China -- aka the "11.11 Shopping Festival" -- and the country's millions of unhitched celebrated the event by spending some quality time with online retail giant Alibaba. So far, the event has generated $9.3 billion in sales and 278 million orders shipped, the retailer reported. Slightly less than half, or 43 percent of those orders, were placed from mobile devices.
New Tool Alerts Etailers to Suspicious Characters
November 11, 2014
As thoughtful as mobile phone makers are when they design their products, there are always punters who want something that isn't there and are willing to hack a device to get it. In the Android world such a hack is called "rooting" a phone; in the iOS world, it's called "jailbreaking." Regardless of what it's called, it can turn a phone into a can of worms for retailers.
Bringing Luxury Online
November 11, 2014
More shoppers are turning to websites as a way to connect with brands and make purchases, and companies are investing heavily in their online presence to ensure that they are delivering a top-notch experience. While the majority of retailers recognize the power of e-commerce, there remains a specific subset of sellers that are hesitant to hop on the online bandwagon: luxury brands.
5 Promises CRM Can't Keep
November 10, 2014
Don't get me wrong -- I think very highly of CRM. I've been making a living writing about it for almost a decade, and I would highly recommend it to anyone. Still, covering CRM is a little bit like writing an honest biography of a complex person. Yes, there were moments when your subject achieved great things and was covered in glory, but there were also times when he didn't behave so well.
Obama Bangs Drum for Net Neutrality
November 10, 2014
President Obama on Monday leaped into the controversy surrounding Net neutrality, calling on the U.S. Federal Communications Commission to ensure and protect it. "I believe the FCC should create a new set of rules protecting Net neutrality and ensuring that neither the cable company nor the phone company will be able to act as a gatekeeper, restricting what you can do or see online," he said.
Dell: Using Technology to Change the World
November 10, 2014
I was at Dell World last week, and it is kind of amazing how far the company has come since it went private. Interestingly, much of the big tent content was less about Dell's technology and more about how technology was being used to change the world. This was kind of a scary event in some cases, because we are far from ready for some of the changes.
The Law Scores a Victory Against Dark Net Denizens
November 07, 2014
Europol on Friday announced that agents from ICE, the FBI and Eurojust have taken down more than 400 cybercrime services accessible via the Tor browser. They include the dark market Silk Road 2.0. Its operator, Blake Benthall, was arrested, along with six Britons. Europol coordinated the effort. "Almost all crime now has an international nexus," noted ICE Special Agent Gary Hartwig.
Webrooming Takes the Sting Out of Showrooming
November 07, 2014
Showrooming, the bane of retailers, is the consumer practice of visiting a brick-and-mortar store to test out merchandise and then buying the same model online at a cheaper price. Now there's "webrooming" -- a new buzzword for a trend that's been gaining momentum. Webrooming is the consumer practice of using the Internet to research a purchase and then going to a physical store to buy it.
Amazon's Echo Plays Hard to Get
November 07, 2014
Amazon on Thursday announced Echo, a speaker with a built-in voice-activated personal digital assistant. Think of a cylindrical Bose SoundLink Mini married to Siri, Cortana or Google Voice -- or heck, living in sin with all three. Echo can conduct Web searches, add items to your to-do list, let you play streaming music, and give you news and weather reports, among other things.
Amazon Adds Unlimited Photo Storage to Prime Goodie Bag
November 05, 2014
Amazon on Tuesday announced the addition of free unlimited cloud photo storage for members of its Prime premium shopping service. The new storage feature, Prime Photos, works with Amazon Cloud Drive, the company's free storage offering comparable to iCloud, Microsoft OneDrive and Google Drive. Prime Photos initially will be available for U.S. members only.
Monster Tiptoes Onto Twitter
November 05, 2014
Monster Worldwide last week announced that it was rolling out a beta of a social recruitment ad platform, starting this Thursday. Monster Social Ads uses Twitter's Ads API to serve tailored job listings to Twitter users, based on career attributes such as occupation or industry type. A number of U.S. companies have signed on for the beta, including eBay, T-Mobile and UPS.
A Customer Experience Secret Weapon
October 31, 2014
There aren't many areas in business where processes used to save money and maximize deal sizes also result in a better customer experience. The exact opposite is usually the case -- the drive to save money by making an internal process more productive or to increase the amount being sold to the customer usually impacts the customer experience for the worse. A notable exception is CPQ software.
Analyzing Big Data
October 29, 2014
Xactly continues its pioneering ways by analyzing anonymous data collected by its customers in compensation management. If you aren't familiar with the company's groundbreaking market analysis, you might be in for a treat. Its approach is relatively simple but extremely powerful. With the permission of the data owners, Xactly strips out identifying information and conducts sophisticated analyses.
Investors Quiver Over Twitter's Shaky Prospects
October 29, 2014
Twitter shares closed Tuesday at $43.78, down almost 10 percent, even though the company's Q3 earnings report showed monthly active users grew 23 percent. Granted, that was down a tick from the previous quarter's 24 percent growth -- but recall the World Cup was being held at that time, driving user growth explosively. Germany's win saw Twitter use peak at nearly 619,000 tweets a minute.
Hybrid IKEA Desk Could Get You Off Your Duff
October 28, 2014
IKEA last week introduced a new desk that can be raised and lowered with the push of a button to accommodate both sitting and standing positions. Part of IKEA's Bekant line, the desk serves as a hybrid alternative to traditional desks. "This desk promotes a healthy work environment by getting people on their feet," said Karen Haas, IKEA's U.S. sales leader for Workspaces.
Technology Taxes Come at a Steep Cost, Report Finds
October 28, 2014
Slapping taxes on information and communication technologies can cost countries more money than it brings in, says a study by the Information Technology & Innovation Foundation. Most of the countries imposing high taxes are lower- or middle-income nations in Africa, South Asia and America. The report's release coincides with protests in Hungary over the government's plan to tax ISPs.
CRM Selection: Getting Requirements to Reflect Reality
October 24, 2014
Perhaps the most important thing you can do before buying business software is to understand what you really want. Software is different from buying a car -- a physical thing you can inspect and whose operation you understand. It's different from buying a commodity, whose characteristics are already clear and there's little variation from purchase to purchase.
Amazon's Cold Fire Phone Inflames Investors
October 24, 2014
Amazon on Thursday posted a net loss of $437 million for the third quarter. For the same period in 2013, it posted a net loss of $41 million. Amazon had warned shareholders when it reported its bleak second quarter performance in July that the next quarter would be equally grim. However, that did not keep investors from reacting in surprise and dismay when the Q3 report arrived.
The Customer Science Revolution
October 23, 2014
Bluewolf, the consultancy that was founded to assist customers implementing and deploying Salesforce.com, has released its annual State of Salesforce report. There is very little that's controversial. Salesforce is a juggernaut at this point, growing at an exceptional and exponential pace. My only quibble with the account is that it does not look very far beneath the surface of the statistics.
Ello Sets Its Ad-Free Promise in Stone
October 23, 2014
Ello on Thursday made its ad-free philosophy official by incorporating it into a new company charter. Now converted to a public benefit corporation, the social network has stipulated not only that it will never make money from selling ads or user data, but also that any new owners will have to comply by those terms as well, in the event it's ever sold.
Is Amazon a Robber Baron or a Robin Hood?
October 23, 2014
Amazon's tactics in its ongoing battles with content publishers are fast becoming a bone of contention. The company has delayed distributing content from companies it's tussling with over content price points or its cut of the take. It's been steering customers to other publishers, at times overtly. Amazon's actions have given rise to speculation that it might perhaps be getting too powerful.

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