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Which Stars Will Shine Brightest in Apple's Brilliant 2015?
December 19, 2014
The end of the year and holiday season is a natural time to look back -- and then look forward to the year to come. Apple started 2014 slowly, but more than made up for it in the long haul, introducing the Apple Watch, Apple Pay, Mac OS X Yosemite, iOS 8, an iPad Air 2 with a super-fast processor, the massively selling iPhone 6, the iPhone 6 Plus, and a luscious iMac with a 5K Retina screen.
Surviving 4 Inescapably Unfair Aspects of CX Delivery
December 19, 2014
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is like that: You can do extraordinary work in planning the basics and even get customers to buy from you.
Sales Kaizen
December 17, 2014
CRM makes several promises to its users: selling more or selling faster; resolving service issues faster or at least quickly; and generating more leads. If you do root cause analysis, however, you can quickly conclude that at least in some cases, you are looking through the wrong end of the telescope. For instance, the best way to resolve service issues is to avoid them in the first place.
Should We All Be Contributing to FOSS?
December 16, 2014
It's surely a testament to the shocking nature of the recent news about Devuan that the Linux blogosphere has been a rather quiet place of late. Yes, there was last week's Turla news, and yes, the holiday season is looming large, likely dampening more than a few spirits. Still, the atmosphere definitely has been subdued down at the blogosphere's seedy Punchy Penguin Saloon.
Have Intel and Microsoft Discovered the Fountain of Corporate Youth?
December 15, 2014
This has been an interesting quarter. After Andy Grove left, Intel often seemed to struggle with its place in the world and seemed at odds with the computing OEMs. Now, though, it seems more and more like it did when it was 20 years younger. It's not alone, either. Microsoft, which seemed to have forgotten why there were OEMs, suddenly is acting much more like the firm we knew in the early 90s.
Gadget Ogling: Wireless Lights, Sunny Wearables and Flashy Smartphones
December 13, 2014
Welcome, dear readers, to another installment of Gadget Dreams and Nightmares, the best and worst in just-announced gizmos. On the docket this time around are wireless Christmas lights, solar-charging jackets, a speed-reading wearable and much more. The Aura Wirelessly Powered Christmas Lights aren't attached to long power cords designed to snake along, around and through the tree branches.
Whoa, Maybe Apple Really Is Serious About Enterprise IT
December 12, 2014
Apple and IBM have delivered the first batch of enterprise-class apps for iOS, rolling out 10 apps that cover key industry verticals like banking and finance, travel and transportation, retail, insurance, telco and government. The companies have pledged to deliver more than 100 such apps. The apps are the first proof point in the "unprecedented" partnership.
2015: The IoT, Big Data and Cloud Come Together
December 12, 2014
Since December 'tis the season when industry prognosticators provide their predictions for the year to come, I'll offer my ideas about how three major tech forces -- cloud computing, big data the Internet of Things -- will converge in 2015, and four ways organizations can capitalize on this convergence. The various ways in which they will interact truly will be transformational.
Year-End Thoughts
December 11, 2014
We are now through almost 15 years of the century, and for all of that time I have been analyzing the CRM industry as it has evolved. This year, rather than simply reviewing some of the progress we made in the industry during the last 12 months, I'll take a broader view of the decade and a half, which might be more interesting. It certainly gives us a great perspective on how far we've come.
No One Has Privacy Now, Thanks to Super Cookies
December 10, 2014
Does anyone really think that we have any privacy? Probably not. Between GPS tracking and our favorite app, most of us gave up on privacy long ago. Some privacy advocates claim that cell carriers have not been transparent about what personal data they have been gathering and using, although we now know that in order to use a cellular device, we must agree to give it away.
Online Reviews: Separating the Wheat From the Chaff
December 09, 2014
The majority of Americans rely on online reviews, with some 78 percent checking them out before making a purchase, according to a recent survey. Forty-four percent of those polled said they had written reviews themselves. At the same time, many customers doubt the ratings reviewers give products. Perhaps that's because a number of people admitted to reviewing products they never used.
Sales and Marketing Aren't Aligned - but Their Problems Are
December 08, 2014
The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the problem is so deeply entrenched that it may never be fully eradicated. That's a little weird when you think about it. The two sides are confronting problems that parallel each other.
Devuan: Unto Us a Fork Is Born
December 08, 2014
Well, it happened. We knew it was possible; the signs were all there -- but more than a few of us were still holding out hope. "Things will surely get better," we thought. Then the news came. The rumored Debian fork has now become real, and its name is "Devuan." Dev-what, you may say? "I hate the name; I love the idea," said Hyperlogos blogger Martin Espinoza.
An iPod Moment Is About to Make Your PC Obsolete
December 08, 2014
I was at Dell's thin client briefing earlier this week at its new facility in California's Silicon Valley, and it clearly is feeling very confident, in light of HP's plan to split its company. There really have been only two major players in the thin client space for a few years, and they are HP and Dell, but HP's split would seem to make its offering obsolete.
Gadget Ogling: Seeing E-Ink Everywhere, Breathing Easy and Brewing Beer
December 06, 2014
Welcome, dear readers, and set aside that last leftover-turkey sandwich for a short while as we explore the murky landscape of freshly announced gadgets. On the menu in our post-Thanksgiving edition are a pair of e-ink smart devices, wearables with a health focus, an intelligent home brewing kit, a kitschy kitchen product, and perhaps the most useless item we've included in this column to date.
Apple Doesn't Need No Stinking Streaming Media Stick!
December 05, 2014
In the first three quarters of 2014, the Google Chromecast and Amazon Fire TV made stunning gains in sales activity versus the market-leading Roku and the No. 2 device from 2012 and 2013, the Apple TV. Roku snapped up 29 percent of sales, while Google Chromecast rose to claim 20 percent, edging past the Apple TV's 17 percent. The Amazon Fire TV, which launched in April, is already in fourth place.
Things Not to Say to an Irate Customer, or Anthem's Epic Fail
December 04, 2014
I have sympathy for customer service representatives. I know that customers can be ignorant, demanding and ill-mannered. Still, CSRs should be trained to deal with bad-tempered customers. Also, CSRs should be trained to avoid provoking pleasant and agreeable customers to the edge of meltdown -- or beyond. If your ears are burning, Elizabeth at Anthem Blue Cross, yes, I'm talking about you.
Is It Time to Give BSD a Try?
December 01, 2014
It's not easy to stand by and watch a relationship in trouble. First there's the constant bickering, the growing sense of distance, the discontented grumbling. Next, there are the wandering eyes and intentions, and the seeking out of greener pastures. For many longtime Linux users, the past few months have resembled the first phase of breakdown as the Systemd Inferno has blazed higher and higher.
What If Jaguar and Tesla Merged?
December 01, 2014
OK, I know you are just back from Thanksgiving vacation, if you are in the U.S., and you likely are still stewing about what your drunk uncle said during dinner. So, since you probably are in the mood, I thought I'd toss out an idea that has been percolating in my brain that I plan to annoy folks with at my Thanksgiving dinner: What if Jaguar and Tesla merged?
Thoughts of Thanksgiving for All That Is FOSS
November 24, 2014
Well Thanksgiving week is upon us here in the land of stars and stripes, and in anticipation of all the social events soon to besiege us, more than a few Linux bloggers have been practicing keeping their favorite barstools warm down at the blogosphere's Punchy Penguin Saloon. How chilly would those stools get if we were all flitting here and there from this party to that? It would be truly unkind.
A View of the Future: Demo 2014
November 24, 2014
I attended Demo in Silicon Valley last week and, as always, it showcased things likely to mature in the market 12 to 14 months into the future. The presenters are small companies, hand-selected because they offer something unique and forward-looking. This year there was a showcase of products that could redefine home automation, drones, emergency rooms, and even how you buy clothing.
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.

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