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Salesforce's MetaMind Buy Fuels CRM's AI Arms Race
April 7, 2016
MetaMind, a startup focused on deep learning, this week announced that it has been acquired by Salesforce. The company's expertise is in natural language processing -- letting computers analyze relationships between words. "We'll be able to offer customers real AI solutions with breakthrough capabilities that further automate and personalize customer support," MetaMind CEO Richard Socher said.
The Sales Process Starts With Retention
April 5, 2016
Despite the numbers that show how lucrative retention is in an increasingly subscription-driven economy, the emphasis has been on new customer acquisition. That is still true, according to a recent study. Forty-two percent of the firms surveyed said they were increasing their budgets for customer acquisition, while only 33 percent said the budget for retention would increase.
Amazon Takes a Swipe at PayPal
April 5, 2016
Amazon on Monday launched its Payments Partner Program -- a global effort widely seen as a rival to PayPal -- in the United States, the UK, Germany and Japan. Available by invitation only, the program provides for three levels of partners: premier partners, certified partners and certified developers. The first two are for e-commerce platform providers; the third is for developers and agencies.
iPad Pro Wants to Be Your Next PC
March 24, 2016
When Apple unveiled its 9.7-inch iPad Pro earlier this week, it aimed the tablet squarely at the PC replacement market, with Senior VP Phil Schiller describing it as the "ultimate upgrade for existing iPad users and replacement for PC users." More than 600 million PCs in use are 5 years old or more, he said. The Pro's 64-bit A9X processor rivals that of most portable PCs, Apple said.
Google Supercharges Enterprise Analytics
March 16, 2016
Google on Tuesday announced a suite of analytics products for marketers. The Google Analytics 360 Suite is a set of integrated data and marketing analytics products designed to give enterprise-class marketers the ability to reach consumers with the right message at the right moment, according to Paul Muret, Google's vice president of analytics, display and video products.
Apple Slips Native Advertising Into News App
March 16, 2016
Apple recently updated its iAd specifications to allow the display of sponsored posts directly in users' news feeds in the Apple News app for the iPhone and iPad. The ads will appear in native-banner format and can link to articles in the News app. They will be set in the same default font as News articles and will have the same look, with a title, text excerpt and a small image.
Apple Lassos Attention With 'Loop You In' Tease
March 11, 2016
Apple on Thursday sent out media invitations to a March 21 event at its Cupertino, California, headquarters, with the cryptic teaser, "Let us loop you in." Speculation is rife that the company will unveil a new 4-inch iPhone called the "iPhone SE." A 9.7-inch iPad Air also is expected, as well as some new Apple Watch bands and minor hardware and software updates.
Google Killed the Laptop Star
February 29, 2016
Anyone who went to business school recognizes the basic tenet that you use marketing to build demand in order to sell products. Through the 1990s, there was impressive marketing surrounding laptops. Apple aggressively marketed this class, as did Microsoft, and it seemed every other brand on TV was trying to convince us we needed a new PC. PC marketing dropped off a cliff in the last decade.
Facebook Gives Marketers a Blank Canvas
February 27, 2016
Facebook on Thursday yanked the drapery off its Canvas, inviting marketers to splash it with their best promotions. The new platform will provide brands with a new medium for storytelling, and it will return ad pages up to 10 times faster than mobile Web pages do, the company proclaimed. It's a big screen ad experience for the small screen, compatible with both Android and iOS devices.
Mining the Customer Base
February 24, 2016
One of the biases inherent in CRM is its orientation toward new business. This might sound strange to most people, but really, I think of it as the startup echo chamber. It's a bias in part because CRM was invented by new companies for new companies. However, the "C" part, customer, involves more than simply acquiring new ones, especially for established companies.
Facebook Gives Us More Ways to Push Each Other's Buttons
February 24, 2016
Facebook on Wednesday rolled out a new set of options for its 1.5 billion monthly users to use when responding to posts in their News Feeds. The six "Reactions," as Facebook has termed them, allow users to make more nuanced responses to posts rather than simply clicking on Like. The additional options are Love, Haha, Wow, Sad and Angry.
Facebook May Launch Risky Messenger Ad Program
February 22, 2016
Facebook has been preparing to push personalized ads through its Messenger app, according to a report last week. The company will allow brands to send their own marketing materials through the popular chat app, suggests a leaked document apparently intended for Facebook's advertising partners. The changes could go into effect during the second quarter of the year.
Marketers Make Customer Experience More Personal
February 11, 2016
Marketers this year will ramp up their efforts at personalization, getting a 360-degree view of customers and improving the customer experience, and they will leverage multiple strategies, tools and solutions to do so, a study released Tuesday by the CMO Council found. Deploying digital analytics and life cycle management tools will take the lead, followed by personalization platforms.
Twitter's New Algorithm Raises De-Democratization Fears
February 10, 2016
Twitter on Wednesday gave users the option of using a new algorithmically organized feed that would deliver more relevant messages -- not necessarily the newest -- first. The new approach to disseminating tweets was spearheaded by Twitter's CEO Jack Dorsey, who is under pressure because of the company's lack of growth. Compared to other social media sites, like Facebook, Twitter is lagging behind.
Marketing Quantification
February 10, 2016
It has been fun watching the rapid improvement of the marketing function over the last decade. The advance was in no small part due to the advances in marketing automation, and the marketing revolution is not over by a long shot. However, I think we're bumping up against a ceiling, and the improvements we can expect that make marketing faster will plateau.
The Internet of Things' Big Software Challenge
February 9, 2016
More than half of major new business processes and systems will incorporate some element of the Internet of Things by 2020, according to Gartner. That means that every piece of software that supports those business processes and systems must be redesigned to accommodate the requirements of the IoT market. Nearly every major independent software vendor is making moves to respond to the challenge.
Uber Makeover Draws Derision
February 4, 2016
Uber on Tuesday unveiled a new logo, the culmination of a two-year effort to develop a rebranding strategy. The new logo will be depicted in the Uber app in colors localized to each of the 65 countries where the company has a presence. For example, it's pink in Mexico, red in India, gold in China and oak in Ireland. The colors and patterns are meant to bring out Uber's human side.
What the PC Industry Could Learn From the NRA
January 18, 2016
One of the fascinating things about the NRA is that buyers of guns think the organization represents them, when in fact its mission is to represent gun sellers -- not gun buyers -- and certainly never gun buyers against gun sellers. Guns for consumers largely have been banned in most of the world, with the exception of the U.S., which uniquely has the NRA.
The Top 20 CRM Blogs of 2015: Part 1
January 15, 2016
What makes a great CRM blog? Generally, the same things that make a great CRM implementation: good planning, thoughtful responses to a changing market, consistent posting (the "adoption" part of blogging), the right technology, and people with the right personality. It's the classic "people, processes and technology" trilogy, really. The blogs that made our annual list of the best blogs and bloggers are one in a million.
Zuckerberg Defends Downsized Internet for Developing World
December 29, 2015
Facebook CEO Mark Zuckerberg on Monday defended his company's downsized version of the Internet, called "Free Basics," which is offered in developing nations around the world. "In every society, there are certain basic services that are so important for people's wellbeing that we expect everyone to be able to access them freely," he said, citing public libraries, hospitals and schools as examples.
CRM Predictions: Spotting the Critical Connections
December 22, 2015
At this time of the year, there's a clamoring among the business publishing class for predictions. That is partly because prediction stories are considered easy to write, and once they're done the staff can go celebrate the holidays while their publication continues to deliver content. However, having written a lot of prediction stories in the past, I can tell you that they are not easy to write.
Cook Rearranges Apple's Executive Suite
December 18, 2015
Apple on Thursday announced some personnel moves that suggest CEO Tim Cook's future vision for the company. He named Jeff Williams chief operating officer, elevated Johny Srouji to senior vice president, broadened the powers of Senior Vice President of Worldwide Marketing Phil Schiller, and added Tor Myhren as vice president of marketing communications.
Twitter Sics Promoted Tweets on Logged-Out Users
December 11, 2015
Twitter on Thursday revealed it's testing the expansion of promoted tweets aimed at logged-out users. The company has been searching for ways to monetize the patronage of the roughly 500 million logged-out users per month who hop off Google for a moment to read tweet or two. The glue here is more tweets, more content. The test will enable logged-out users to view promoted tweets.
Forces That Will Reshape the IT Landscape in 2016
December 4, 2015
There may be no better way to capture the state of the technology industry than to borrow Charles Dickens' famous opening from A Tale of Two Cities: "It was the best of times, it was the worst of times..." It never has been a better time to launch offerings via the cloud, but the availability of low-cost computing power and open source software have created unprecedented competitive challenges.
How to Go Viral: E-Commerce Marketing Strategies
December 1, 2015
Once you've started your e-commerce business, one of the first steps toward success is to get the word out about your products. With all the different social media and other platforms available, however, effective marketing is more complex than ever. It's important to have a balanced and far-reaching strategy -- one that's just as focused on reaching long-term goals as it is on going viral.
Walmart to Jump the Gun on Cyber Monday
November 24, 2015
Walmart on Monday announced it will release all 2,000 Cyber Monday deals at 8 p.m. EST Sunday. That and other retailer moves are making it look as if Cyber Monday might be a nonevent this holiday season: Amazon is running an eight-day Black Friday sale that will take it through Cyber Monday, leading Walmart to launch a price-matching event to compete.
Report: Mobile Payments Won't Be a Thing This Holiday Season
November 24, 2015
Bankrate.com on Monday released results of a survey showing that even though consumers may have more mobile payment options this holiday season, more than two-thirds of shoppers won't be using them. That's because seven out of 10 Americans surveyed said they'll be using cash or a debit card for most of their holiday buys, according to Bankrate.
Sales and Marketing Sentiment: Feeling Is Perception Is Reality
November 16, 2015
About a year ago, I conducted a survey that led to my company's first-ever Sales & Marketing Sentiment Study. The idea was to get inside the heads of people in sales and marketing and reveal their feelings about the way they worked, the technology they used, and about each other. We split the results into sales and marketing responses and compared them.
Alibaba Crushes Global Online Shopping Day
November 13, 2015
Alibaba on Wednesday settled $14.3 billion worth of gross merchandise volume via Alipay, the company's online payment solution, during China's 11.11 Global Shopping Festival. That surpassed last year's $9.3 billion. Mobile GMV settlements accounted for about 70 percent of this year's sales. By 2 p.m. China time, more than 70 million mobile buyers had made purchases worth $7 billion.
Desk.com-SalesforceIQ Integration Targets SMBs
November 12, 2015
Salesforce on Thursday announced the integration of Desk.com and SalesforceIQ to better let SMBs tie customer service with sales. Desk.com an all-in-one customer service app. SalesforceIQ for Small Business is a sales solution whose relationship intelligence feature captures, analyzes and brings forth relevant customer relationship information from email, calendars and other applications.
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