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The Intangibles: 5 Things That Aren't on the CRM Data Sheets
November 21, 2014
CRM has been around for a long time now -- more than 25 years. Amazingly, many businesses, including large businesses with revenue in excess of US$100 million, still operate without it. That's amazing, because to many business leaders, CRM has become table stakes when it comes to creating a software infrastructure. Within CRM, many of the features have become table stakes, too.
Another Bleak Black Friday for Apple Fans
November 21, 2014
Apple is a company that bucks trends, that does things its own way, that manages its business through highly tuned cycles. One thing Apple barely does at all, though, is offer any sort of special deal or sale price. Not even on Black Friday. Or Cyber Monday. Or just because. Heck, when Apple celebrated 25 billion App Store downloads, it gave one person a $10,000 iTunes Gift Card.
SMS: It's Not Just for Marketing Any More
November 20, 2014
There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways, said Tim Fujita Yuhas, the company's director of product management. Sometimes those uses are obvious CRM plays; sometimes they fall more under the rubric of Internet of Things.
Will Apple's Next iPhone Capture DSLR Quality With 2 Lenses?
November 20, 2014
The Apple rumor mill never stops spinning, and even though the iPhone 6 is barely here and the next version ages away, the most interesting rumor is the chance that the next iPhone will make a huge leap forward with its camera -- possibly using two lenses to produce DSLR-quality images. The rumor comes from John Gruber of Daring Fireball via an episode of The Talk Show podcast.
Platform Native
November 19, 2014
The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we're in the process of converting from random acts of CRM in the front office to a more structured, efficient and predictable approach to conducting front-office business. Platforms make customer science possible.
Uber Exec Floats Digging Up Dirt on Journalists
November 19, 2014
Uber Senior Vice President of Business Emil Michael last week said, in comments he apparently thought were off the record, that the company should consider hiring a team of opposition researchers to investigate the personal lives of journalists who reported negatively on the company. He reportedly singled out one journalist, PandoDaily Editor in Chief Sarah Lacy.
When Microsoft Went A-Courting
November 17, 2014
FOSS fans perhaps may be excused if they've felt a bit confused over the past few days. Dizziness, headaches and vertigo also have been common. What strange new ailment is this, you might ask? Well, it's no ailment -- but that doesn't mean it's any simpler to remedy. The cause is none other than the news that Microsoft is open sourcing .Net and also expanding it to run on Linux and Mac OS.
The Terrifying Numbers Behind a Whopping Marketing Failure
November 17, 2014
There are lots of scary things out there -- killer viruses, Earth-smashing meteors, the possibility of yet another Real Housewives show. But those are easy to dismiss and push to the farthest corner of the back of your mind. What's really distressing? Numbers. Numbers are really scary -- specifically, the numbers around things marketers know they should be doing but aren't.
LinkedIn Faces More Litigation for Doing What its Contracts Say It Will Do
November 17, 2014
LinkedIn has been a wildly successful social media business site for many years. It provides a free platform for millions of members to share professional experiences and for businesses to promote themselves. However, LinkedIn's financial success also makes it a target for lawsuits -- even suits that don't seem to make much sense. LinkedIn members voluntarily post their employment history.
Nvidia Launches a New Mobile Device Age
November 17, 2014
There was an announcement last week that I think is far bigger than folks realize: Nvidia announced a free Netflix-like streaming gaming service for its Shield products. I think this is a precursor to an event that is similar to what cable did to TVs years ago, and that it will change not only how we use these devices, but also what we use them for.
Gadget Ogling: A Creepy Echo, Clever Home Connections, Bizarre Smartphones and Flexible 3D Printing
November 15, 2014
Echo, Amazon's newest attempt at a smart personal assistant, is set to take pride of place in your home. The black tower is voice-activated and can play music, as well as provide information and news updates. It's from Amazon, so it also can update your shopping list. It's always on, so it's continually listening to you, wherever you are in a room. That's just more than a little unsettling.
Who Knew Tim Cook Would Fight for the American Way?
November 14, 2014
Ninety-one percent of Americans believe they have lost control of their personal information -- and many also don't trust companies that buy, sell, barter, and combine their habits and activities to better "serve" -- aka "manipulate" -- them, a recent Pew Research survey found. Along similar lines, they don't particularly trust governments either.
Charting the Course for the Channel in the Cloud
November 14, 2014
While most people view Salesforce.com's annual Dreamforce event as the largest user conference in the cloud industry, it is also the biggest gathering of cloud companies and their growing assortment of business partners. In many ways, Dreamforce is the best demonstration that the channel isn't dead and actually is prospering in the cloud. This year's Dreamforce was preceded by a Partner Summit.
Journey Map
November 12, 2014
The journey map and the tools used to make one might be the sleeper part of CRM in the year or two in front of us. The reason is simple: Journey maps enable you to figure out your processes, and they are useful in much more than just marketing. The key element of the emerging customer science idea is that the random and highly reactive approach to front-office business rapidly is being eliminated.
YOLOTD: Could 2015 Be Linux's Big Year?
November 10, 2014
It's no secret that the Linux community has been in a state of upheaval these last few months, thanks to a little piece of technology known as "Systemd." It not only has been divisive, but also has been distracting us from more important matters. Need an example? Here you go: When was the last time you participated in a rousing revival of the good old "Year of Linux on the Desktop" debate?
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.
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.
Gadget Ogling: Garish Walkie-Talkies, Slick Cameras and Mini 3D Printing
November 08, 2014
Welcome to another installment of every tech-loving optimist's and misanthrope's favorite look at the week's most wondrous and pitiful new gadgets. Ahead, for your delight and dismay, are studies of a wearable walkie-talkie-type communication device, a 360-degree action camera, a tiny 3D printer, a smart camera attachment, and a clever mobile roaming solution.
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.
The Apple Effect: The Leaders Shall Become Followers
November 07, 2014
Google Wallet reportedly has experienced a sudden surge: Weekly transactions are up 50 percent, and the number of new users has nearly doubled in a month. Obviously, the primary explanation for this sudden leap is Apple's entry into the mobile payments world. It introduced Apple Pay in September and rolled it out officially October 20. Google Wallet has been available since 2011.
iPad Pro Rumor Comes Up for Air
November 04, 2014
Rumors of a larger-screen iPad 'Pro' have been floating around since early this year. Most have suggested variations on a supposed 12.9-inch screen size. As soon as they rise, though, they're buried by another news wave. The latest to surface is a report in a Japanese tech blog. The upcoming iPad Pro reportedly will have a 12.2-inch screen and not the more widely rumored 12.9-inch screen.
Are There Too Many Forks at the FOSS Table?
November 03, 2014
Halloween has come and gone here in the Northern reaches of the Linux blogosphere, but for those of us paying attention, few things could be more frightful than the bloodshed now occurring in Debian's civil war. The streets of the blogosphere are filled with smoke; conversations are getting drowned out by the din of gunfire; and glasses are perpetually rattling down at the Punchy Penguin Saloon.
Defining a Hero: Why It Matters That Apple's CEO Is Gay
November 03, 2014
Apple CEO Tim Cook has announced he is gay. Typically, when a CEO's personal life becomes a major issue, it is a bad thing. I do think this will have an adverse impact on Apple's sales, but I also think it will have a beneficial impact on the world. I'll share my thoughts about why a CEO doing something both controversial and potentially heroic is a good thing.
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.

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