Explore Technology Certificate Programs That Fit Your Needs /// Click here to learn more.
Welcome Guest | Sign In
Great Customer Experiences Start With Sales
November 23, 2015
The term "customer experience" flows from the lips of business people so smoothly these days. It's very clearly the business jargon du jour; its importance has been trending upward for the last decade, and according to Gartner, by 2018 more than half of all businesses will implement significant business model changes in their efforts to improve customer experience.
Escape From Silicon Valley
November 23, 2015
I started planning to escape the Valley a long time ago, due to very high taxes, a crumbling infrastructure, worsening crime, a massive increase in traffic, and a rather nasty water shortage problem. My wife and I originally planned to escape to Belize but found the unreliable infrastructure, lack of good medical care, and massive crime problem there were not conducive to our continued survival.
Gadget Ogling: A Dumb Watch Dock, a Smart VR Phone Case, and a Fantastic Fireball Thrower
November 21, 2015
No longer leaving it up to third-party companies to create charging docks for its Apple Watch, Apple has released its own official dock. It allows Watch owners to rest the smartwatch in nightstand mode -- a feature introduced in the latest version of the operating system that essentially turns the Watch into a bedside clock -- without tangling it up with the standard magnetic charger.
The 2 Layers of Customer Experience
November 18, 2015
Maybe you've already considered this, but it just popped into my head the other day as I was thinking once again about customer experience -- or CX, as some people shorten it. I've often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about.
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.
Will Apple Beat the Enterprise Curse?
November 16, 2015
Given that it is basically a big iPad with a better keyboard option and stylus support, the iPad Pro has been getting decent reviews. It can be classified as a first-generation product -- and as such, it does far better than most. However, there have been a huge number of companies in Apple's space that have gone under or stalled when they broadened their focus from the consumer to target IT.
Gadget Ogling: Comfy Earbuds, Barking Bots, and USB Killers
November 14, 2015
If you're a human being who listens to music using earbuds, chances are you've run into some issues along the way in keeping the infernal things nestled into your ear canal. Manufacturers have tried to find solutions, such as offering different-sized rubber molds, but we're still hewing to a few-sizes-fit-all model. Enter Revols, a company that might have the answer.
Digital Transformation and Moments of Truth
November 11, 2015
I hadn't been aware of one of the more important CRM stories of the year until I was doing research for a new book. It's a great story and it deserves retelling, especially if you think that focusing on customers' moments of truth is important. Back in April, Starbucks announced revenues for the just-completed quarter that exceeded year-over-year attainment by a whopping 17.8 percent.
Why Tablets Are Tanking
November 9, 2015
Boy, we really have gone full circle on tablets -- and not just once. Back when the Windows tablets first came to market, a whole bunch of us predicted it wouldn't be long before they replaced all of the notebooks. I don't think they even made it to 10 percent before the tablet market collapsed, and the pre-existing forms reclaimed their shares. Then the iPad launched.
Gadget Ogling: An Emotional Keyboard, a Puzzling Phone, and Exquisite Headphones
November 7, 2015
To communicate online in 2015 is to have at least a passing awareness of emoji -- the colorful symbols that are endemic in social media and text messages. Inputting emoji into a post or message from a computer is often awkward, though this item might help. EmojiWorks has a physical keyboard which, at the touch of a modifier -- think ctrl, alt or command -- you can use to type emoji.
OpenWorld's Substance Feast
November 4, 2015
For once, Oracle OpenWorld went long on substance. That's hard to do when you have so many products to discuss and Larry Ellison pontificating, but he was both under control and substantive -- though he couldn't resist taking a few shots at competitors. Oracle's team hardly ever sees SAP and IBM in deals these days, he announced, and he gave due praise to cloud pioneers NetSuite and Salesforce.
Fire, Aim, Ready: Is Your Marketing Approach on Target?
November 3, 2015
Business-to-business marketers know what customers want, in general terms, from initial contacts with the people they buy from. It's taken awhile, but through trial, error, some more error and eventually some actual thought, the mystery has been solved. Before I give it away, just ask yourself what you want in any communication from anyone when it comes to a business issue.
Gadget Ogling: Titanic Tablets, Eminent Earphones, and Wee Win 10 PCs
November 3, 2015
Samsung certainly is testing the boundaries of what a tablet can be with its latest device, the Galaxy View. The Galaxy View houses an octa-core, 1.6-GHz processor, 2 GB of RAM, and either 32 GB or 64 GB of storage, which is expandable through a microSD slot. That all sounds well and good, but consider the following: This Android device is an absolute monster.
Using Tech to Fix the Horrid US Political Debates
November 2, 2015
I watched with interest last week's Republican debate and realized very quickly that whatever that was on my TV, it sure as hell wasn't an actual debate. The idea is for us to be able to compare the qualifications and positions of a variety of candidates and then make a more informed choice -- but if every candidate is asked a different question, then how do we compare the answers?
PRM's Next Act
October 27, 2015
Partner relationship management has seen its ups and downs over the first part of this century. Running an indirect channel is vitally important to any vendor trying to extend its reach without incurring the high costs of building a sales team and all that supports it. Many vendors figure it's more economical to pay partners for performance than to endure the corporate buildout.
Why Dell-EMC Won't Follow in HP-Compaq's Footsteps
October 26, 2015
Why do some big mergers succeed while others fail? This seems to be a common question, and some of the research I've read about the Dell-EMC merger tries to connect it to the HP-Compaq merger, which apparently cost Carly Fiorina her job. I covered the HP-Compaq merger at length, and I was not a fan. I actually spoke to Compaq's CEO and argued he should pull out to save his firm.
Gadget Ogling: A Deluxe Dock, a Crafty Computer, and a T-rific Tablet Stand
October 24, 2015
Beddi is an alarm clock smartphone dock that has a few tricks to elevate it above others of its ilk. The system, from Witti, works with both iOS and Android devices, which you place on top and recharge with your own cable. Two things are really interesting: the price and the programmable buttons. As for the latter, that means using Bluetooth to pair your smartphone with Beddi's companion app.
Salesforce's Message to Europe
October 21, 2015
Salesforce last week said it would invest $100 million in emerging sales force partners in Europe. The company previously announced a similar program for the Americas, and it hopes to discover valuable new companies and business solutions. Paul Greenberg and the team at CRM Idol have been doing the same thing -- trying to discover interesting emerging companies in the CRM space.
Are Your Sales Tools Turning A-Performers Into B-Performers?
October 19, 2015
Some things in business are clear and binary: A company succeeds or fails. A customer buys from you or from someone else. A customer returns for additional sales or leaves for a competitor. Other things are indeed relative: Sales numbers may be double the previous quarter but still fall below expectations. A customer returns for additional sales but resists buying more due to satisfaction issues.
Appletizing Microsoft: All You Need Is Love
October 19, 2015
The question that's been bugging me lately is this: Why hasn't Microsoft managed to break through with mobile consumer devices? While Apple has been breaking into the enterprise through consumer demand, Microsoft's enterprise tradition hasn't been helping with consumers. Case in point? Windows Phones. Meanwhile, why do I care? After all, I'm an Apple product enthusiast.
Could Musk Be Tim Cook's Proxy for Jobs?
October 19, 2015
Elon Musk must have been channeling ex-Microsoft CEO Steve Ballmer last week, when he commented to the German Press that Apple wasn't poaching Tesla's good employees, it was getting folks who couldn't cut it at Tesla. That undoubtedly is true of some of the employees who have moved between both firms, but it's very unlikely that it is true of all of those employees.
Gadget Ogling: Smarter Smartphone Gaming, Modular Watches, and Vampiric Charging Cables
October 17, 2015
I don't enjoy playing complex games on a smartphone. Using the screen as both input and output device makes matters complicated, so I tend to steer clear of any game that requires more than single taps or simple swipes. There are a number of game controllers around for smartphones, however, and the Satechi Wireless Gamepad, a Bluetooth device, is compatible with iOS, Android and Windows phones.
Lighting Up Process
October 14, 2015
I've been saying that we're heading toward an era when process dominates and traditional transactions become just one part of those processes. Now, you might say that's the way it's always been, and I won't disagree. Historically, however, processes more or less were managed by employees who used information systems to inform their decision-making, and the result was recorded as a transaction.
Processing Customer Loyalty
October 12, 2015
I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements. What's interesting is how chaotic this market is and how many people are writing about it with very little data. There isn't even strong agreement on the similarities and differences between rewards programs and loyalty. Are they the same? How?
Gadget Ogling: A Fascinating Book, Stunning Speakers, and Empowering Tables
October 10, 2015
Right after Google unveiled the first tablet it created entirely in-house, Microsoft has gone them one better. Its Surface Book is a high-end laptop that falls in line with the Surface ethos. It's a convertible that works in tablet format, but its keyboard appears vastly superior to the ones available for other Surface devices. From a specs standpoint, the Surface Book seems to pack the goods.
At the Heart of OpenStack Evolution
October 8, 2015
There is little question regarding the prevalence and significance of open source software in enterprise IT, but one of the best places to more deeply examine how open source software fits into today's enterprise IT landscape is the OpenStack cloud software and project. It has come to represent the primary open source cloud in the market, considered alongside rivals such as Amazon and VMware.
Leveraging Moments of Truth
October 7, 2015
eGain is touting a report from Forrester Consulting and my friend Ian Jacobs purporting to show that omnichannel customer service is stagnant or worse when it comes to delivering service that customers need and want. Ian does good work and I am in agreement with him on this, but I have trouble with some conclusions, specifically the implication that the problem can be solved with more software.
3 Ways CRM Can Help Sales in the IoT Era
October 5, 2015
It's becoming increasingly clear that the nature of the sales profession is changing. Salespeople are no longer the ones who introduce products to their customers -- in most cases, especially in business-to-business settings, customers have done a lot of research on their own and are close to a decision before they talk to a salesperson. This trend has some people in sales panicked.
So What's Really the Best Smartphone?
October 5, 2015
The best smartphone on the market is the iPhone, right? That is the conventional wisdom. However, if I were to ask about the best shoes, shirt, car, boat or TV, the answers likely would be all over the map. When it comes to cars, for instance, I personally favor convertibles because they remind me of my youth when I could ride a motorcycle without a helmet, and they are just more fun.
Gadget Ogling: Eyes on Google
October 3, 2015
Chromecast helps people easily stream whatever they want through their TV via a simple dongle. Now Google's adding a splash of color to the device, along with a string of new features. Instead of resembling a USB stick, Chromecast 2 is more like a colorful button, and Google says it is easier to plug into an HDMI slot. Also, it apparently can stream videos faster and with less buffering.
See More Articles in Tech Blog Section >>
Facebook Twitter LinkedIn Google+ RSS
Should social media sites be held accountable for terrorists' communications?
Yes -- They are providing a platform to facilitate murder and mayhem.
Yes -- Everything must be done to protect society from danger.
Maybe -- I'm not sure they have the technological capability to stop them.
Maybe -- I'm not convinced terrorists are using them for serious plotting.
No -- Authorities should monitor social networks to gather intelligence.
No -- Social networks are no different than phone carriers or mail services.