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Isn't Fake News Propaganda?
December 5, 2016
A few years back, when it was one company, HP made a huge mistake that cost a number of people their jobs and forced the replacement of many of its board members. The company suffered through some nasty litigation and several top executives almost landed in jail. The mistake was tied back to something called "pretexting." It also went by the more common term "identity theft."
Qualitative Data - the Other Stuff
December 2, 2016
We've become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. In fact, quantitative data is but one kind of data, and the information it provides gives a one-dimensional view of the world. It's not wrong information -- just incomplete.
Fact-Checking Social Content
December 1, 2016
There's an argument that it's not Facebook's job to fact-check the growing flood of fake news coming at us through its portal. After all, Facebook is just a set of pipes delivering something and is not responsible for the content. Nebulous others have that responsibility. However, Facebook is in the business of delivering content to a wide variety of people for a multitude of reasons.
Service in the IoT Era
November 29, 2016
Oracle recently announced a new connection between its Service and IoT clouds. That makes total sense to me. I bet a lot of folks think of the Internet of Things as those machines that do things directed by algorithms -- and if so, they might wonder why they need to be connected to customer service, such an obviously human channel. It's not off base, however.
How AI Could End Stupid Thanksgiving Arguments
November 28, 2016
I'm writing this before Thanksgiving, which I used to hate and now don't -- largely because I no longer spend the day arguing with family. I've been listening to a lot of friends and relatives dread this year's event because of political discussions that are likely to occur, and the equally annoying comments and critiques from those who supported both candidates.
New Subscription Economy Index Is an Eye Opener
November 23, 2016
Since its founding in 2007, Zuora has been the champion of the subscription economy, as a differentiator for companies that sell products as services and have to bill and collect monthly rather than engaging in a single one-time transaction. Few people realize how complex it is to run a business that requires customers to pay little up front but more over time. The billing, finance and commerce implications can be profound.
Gadget Ogling: Big Bendy Screens, Chatterbox Robots, and TV in the Cloud
November 22, 2016
I'm at long last about to start setting up my new home office. Goodbye, Ikea dining table. Hello, fancy new desk. When I actually have my new setup, I'd like to have a monitor at long last to complement my laptop. AOC's latest is under serious consideration. The AG352QCX is a 35-inch, curved behemoth with two USB 3.0 ports, one HDMI 2.0 input, VGA, DVI, audio in and out ports, and DisplayPort 1.2.
One of the Best New VR Things: Buying a Car
November 21, 2016
I had a fascinating experience last week. I got to see and experience the new Jaguar I-Pace, the company's electric answer to the as-yet-unannounced Tesla Y SUV. I didn't just get to see the car -- I got to understand intimately why the car was created and what went into its design. I got to experience aspects of the vehicle viscerally, without actually getting into it.
Signs and Symptoms
November 16, 2016
It's been a rough couple of months, and we should talk about something fun and not political, but CRM-centric. I know! Let's ask how the election influenced CRM. Seriously, there's a nugget in there to get us thinking about business instead of that other stuff. Come on, it'll be fun. I am not the only one who saw this, but isn't it amazing how the pollsters got the election outcome exactly wrong?
Coping With Software Licensing Challenges in the Cloud
November 15, 2016
A majority of independent software vendors were dealing with an escalating assortment of organizational issues monitoring and monetizing their software capabilities, according to a survey of ISV executives conducted last year. As many of those ISVs move to the cloud and SaaS delivery models, they face even greater obstacles achieving their business objectives.
Why Trump May Be the Better Technology President
November 14, 2016
Years ago, I worked as one of Rev. Robert Schuller's body guards (it was something to do on Sundays, I wasn't particularly religious) and one of his sayings was "when given lemons, make lemonade." Personally, I wasn't excited about either presidential candidate, but I actually think Trump could be a better technology candidate than Clinton would have been.
Engagement and Loyalty
November 9, 2016
I've been writing about customer loyalty a lot -- and not just to sell my book, though you can buy it any time you want. Seriously, though, markets everywhere are cooling. They once were ripe with new categories and products, but everybody now seems to have the new stuff, and growth is falling back to the baseline of organic growth. That's why loyalty is so important today.
Election 2016: Either Way, More Drama
November 7, 2016
In a few days, the U.S. government will take all of our guns and we'll be inundated by ISIS terrorists, or we will be at nuclear war with the world, based on my Twitter feed. Women no longer will be allowed to vote, and global warming will turn us into crispy critters. After watching all three debates and listening to both campaigns, I finally can figure out why Mexico is paying for a wall.
Gadget Ogling: Mac's Back, Nintendo Returns, and Huawei Goes to the Edge
November 5, 2016
Apple has unveiled a redesigned MacBook Pro, giving the company's core laptop its first full refresh in a few years. The design has metal on all sides, along with a Force Touch trackpad double the size of previous versions. There's a customizable OLED touch strip above the keyboard that responds to gestures and taps, useful for fast access to emoji or secondary controls within an app.
Microsoft Rebrands
November 2, 2016
Microsoft recently rebranded its business software offerings and the effect largely has been positive. Still, it must be emphasized that the cumulative effect of the deck chairs moved in performing the exercise remains to be seen. One of the effects is surely that all of the ERP and CRM solutions now are offered online, as the "Dynamics 365" moniker implies.
Apple vs. Microsoft: Remixing the Magic
October 31, 2016
What I think is funny in this market is that most people can look at two companies, see the difference in their performance, and not learn the fundamental lesson. The core magic is this: having someone who is running the company who both understands the technology and understands either the customer's current needs -- or how to manipulate customers to need what you make.
Should Salesforce Buy NetSuite?
October 29, 2016
The recently released spreadsheet hacked from Salesforce board member Colin Powell's email names multiple companies that Salesforce was at least considering acquiring. In the aftermath of the initial reports, it's worth noticing that there were at least two enterprise resource planning/back office companies on the list: Workday and NetSuite. There are plenty of reasons to dismiss acquisition talk.
The End of Marketing
October 27, 2016
This is going to be political but you won't be able to tell which side I'm on. You might ask, why on Earth would I get involved even tangentially in politics right now? The simple answer is that it impacts CRM and I have a viewpoint -- but as I say, I'm not picking or revealing a side. I've been doing research in business agility lately -- a fascinating area that soon will impact CRM.
Gadget Ogling: Magnificent Mics, Intriguing E-Ink, and Compact Computers
October 26, 2016
I've tried dipping my toes into the world of podcasting with a friend this year. We haven't found it easy to get together to record, but for the two trial runs we've had, I bought a Blue Snowball mic. I'm very pleased with the sound quality, so I'm fairly certain I'd be happy to have Blue's latest microphone, Raspberry. It's a gorgeous, portable little thing.
Why Large Companies Can't Innovate
October 24, 2016
One of the things that has made Dell World very different is that at the end, one or more controversial speakers take the stage and provide an incredible amount of insight for the folks who haven't left early. All three of the last three speeches were fascinating, but it wasn't until I wove them together that it became clear to me why innovation seems to evaporate the larger a company becomes.
AI and Customer Loyalty
October 19, 2016
AI and machine learning have taken the industry by storm. Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. There definitely will be jobs that no longer make sense for humans to do, thanks to automation. However, there are some neglected business processes where AI and ML could make real contributions.
This Election May Be Scarier Than You Think
October 17, 2016
Not that it isn't scary enough -- but if you look at both candidates, who have had their images destroyed largely by technology, i.e., tapes and emails -- there is a huge warning inherent in the process. Email really wasn't a big thing until the late 1990s and even having your own email server wouldn't have been likely before 2005, let alone thinking through the security aspects.
Gadget Ogling: Google Embraces a Hardware Future
October 12, 2016
The first smartphones Google has made by itself, Pixel and Pixel XL, are the first to bear Android 7.1 and the first to have the impressive Google Assistant built in. The Pixel has a 5-inch HD screen, while the Pixel XL offers a 5.5-inch QHD display. The phones have a quad-core processor and 4 GB of RAM. I like that the fingerprint sensor is on the back.
Rethinking Business Process Reengineering in the Cloud
October 12, 2016
Nearly 25 years ago, Michael Hammer and James Champy coauthored one of the most influential business books of the period, Reengineering the Corporation: A Manifesto for Business Revolution, anticipating some of the important changes that lay ahead. The corporate world was trying to cope with the growing pressures of globalization and the advent of personal computing.
Dreamforce Redux
October 12, 2016
Dreamforce for many years has been too big for a single person to cover. While I participate in covering events like this, inevitably I am reduced to the story of the three blind people and the elephant. You can't experience enough of the elephant to describe it unless you can see it. Using your hands leaves you frustrated. In the case of Dreamforce, you can't go to all of the sessions.
Bring Back the CIO
October 10, 2016
The cloud revolution has made an enormous contribution to the evolution of sales and marketing software, as well as to business software of all types. There's a long list of benefits it's conferred on users -- from the ability to outsource security and maintenance tasks to the avoidance of manual upgrade processes, to the switch in payment modes, to a model more affordable for more businesses.
Google Resurrects Embrace, Extend, Extinguish
October 10, 2016
This almost sounds like a plot for a novel. Microsoft creates a successful strategy called "Embrace, Extend, Extinguish" and then promptly forgets it, resulting in a string of failures. Google, which up to now seemed happy to repeat Microsoft's mistakes, accidentally picks up a successful Microsoft practice and uses it against Apple -- likely taking out a number of its Android partners.
AI's Moment
October 7, 2016
There recently has been an increase in the talk -- pro and con -- about bots, AI and intelligent assistants. A lot of this talk has been percolating around the industry for decades. Silicon Collar, a book by Vinnie Mirchandani, a friend and truly gifted analyst, accepts that automation might be eliminating jobs, but it optimistically holds out for the silver lining.
Dreamforce's Einstein: First Shot in New Sales Tech Arms Race?
October 6, 2016
A technology conference staple is the over-the-horizon announcement: a proclamation that something that isn't quite here yet is the next big thing, often accompanied by simulated screen shots, hypothetical use cases and fantastic demonstrations. This year's Dreamforce announcement of a machine learning-enabled technology called "Einstein" easily could be dismissed as futureware.
The Lack of Strategic Thinking in Election 2016
October 3, 2016
One of the problems facing the technology industry right now is the critical lack of strategic thinking. Hedge fund managers and activist investors increasingly are forcing tactical decisions that raise stock prices over the short term, largely by destroying the firm's long-term viability. Most top executives don't seem to understand they are destroying their companies until it's too late.
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Is fake news a major problem?
Yes -- people don't know which news to trust.
No -- it's very easy to spot.
Yes -- it's propaganda warfare, and the U.S. is losing.
No -- people have always believed what suited them.
Yes -- but only temporarily, as people are catching on.
No -- much of it actually isn't fake.