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Is the Internet Turning Donald Trump - and You - Into an Idiot?
August 8, 2016
President Obama was viewed as the first techie presidential candidate when he launched his campaign, and he has been connected at the hip with Google for a large part of both terms. However, the brilliance his teams displayed with using analytics never seemed to carry over into running the country, which was disappointing. Most of the U.S. government still has systems that are decades out of date.
The Maturation of the Cloud ERP Market
August 5, 2016
Oracle's acquisition of NetSuite is a clear indication that the rapid adoption of cloud alternatives to traditional on-premises applications is shifting from front-office customer relationship management to back-office enterprise resource planning solutions. Now, the question will be whether Oracle can buy its way into a leadership position in this emerging marketplace.
Heating Up the Platform Wars
August 4, 2016
We've seen a rapid progression from conventional licensed software to cloud-based solutions that sell for a song -- and in theory could sell through barter at some point. I am not a big fan of zero marginal cost economics, in which prices drop to zip because buyers take into account only the cost of the good and not the time, effort, and other resources that went into making it No. 1.
Gadget Ogling: Pokémon Go Drones, New Old Nintendo, and Snowden-Secured Smartphones
August 2, 2016
Pokémon Go, the augmented-reality smartphone game that's been eating away at the fabric of society in recent weeks, is enormously fun. I enjoy the mechanics, and that it pushes me to go on longer walks. That's all well and good in the nicer weather, but when there's two feet of snow, I don't really want to traipse around so much. That's why Pokédrone might be my new favorite thing.
Fixing Apple's Problem
August 1, 2016
Apple last week reported earnings, and with the exception of a strong showing from the iPad Pro, the key financial metrics were all down -- and for the third quarter running. So what's wrong with Apple? The company had been growing alarmingly well until last year, but growth suddenly has become elusive. It isn't going out of business, but it also isn't the performance king anymore.
The 4 Fundamental Attributes of Customer Loyalty, Part 3
July 29, 2016
Dealing with customers in context can equate with personalization, as many define it. Or it can refer to enabling customers to jump out of a largely automated customer-facing process to deal with a company representative. Additionally, it can mean getting down in the weeds of some hyper-specific aspect of a customer's issue. A lot depends on what the vendor and customer are trying to accomplish.
Gadget Ogling: Pretty Printers, Bargain Smartwatches, and Font Finders
July 26, 2016
Paper, designed by Ludwig Rensch, is sadly a concept for now. It holds a ream of paper to make loading the printing material easier than shuffling with a stack of loose leafs. It can scan documents and send them to your phone if you desire. It can make copies. There's a string of LEDs to show how much ink is left for each color, and there's even a handle on top .
Gamification's Serious Role in Sales Success
July 26, 2016
When gamification was just starting to catch on several years ago, I recall sitting next to the CMO of my then-company at a Gartner conference session. The presenter walked the audience through the concept of using ideas borrowed from gaming as a motivational tool, and about two-thirds of the way through, the CMO turned to me and whispered, "This is the most ridiculous thing I've ever seen."
Windows RIP: Thankfully It Died With Windows 8
July 25, 2016
As we approach the end of the free Windows 10 upgrades and get used to the anniversary edition, it suddenly hit me the Windows we knew died with Windows 8 -- what we got with Windows 10 really isn't what we've come to know as Windows. Hell, looking at Microsoft's latest financials, Microsoft really isn't Microsoft any more, either. Both are very different from what they were just last decade.
Platform as a Platform
July 20, 2016
The platform land rush is definitely on. You can't swing a dead cat, as the saying goes, without finding an announcement about some new platform or some established vendor's attempt to enhance its existing platform. Some sorting out seems to be in order. What's not a platform these days? Well, if it's easy to substitute the word "application" for "platform," then you should use "application."
5 Ways to Guarantee Sales Will Hate Your CRM
July 19, 2016
CRM often is described as a discipline and a technology that will transform the entire business. Sales and marketing can get on the same page, support will have visibility into what sales and marketing are doing, and every interaction can be captured and used to create a complete view of every customer. CRM has weak links, however -- and in many businesses, the weakest is the sales team.
Gadget Ogling: Purely Personal Air, Transparent Audio, and Wah-Pedaling Shoes
July 18, 2016
I was diagnosed with mild asthma as a kid. I don't take any medication, yet knowing that illness lives in my respiratory system means I try to be especially conscious of what I'm breathing. Air quality is difficult to control, so a personal air purifier is something that fundamentally interests me. Wynd filters allergens, dust, smoke and other pollutants.
Reading Between the Lines: Musk's Folly, Trump's Plan
July 18, 2016
Something like 90 percent of CEOs are planning to put their companies out of business accidentally, based on a KPMG report I just reviewed. After watching Tesla of late, I think Musk is on the fast track to lead this effort, and since I'm a Tesla fan, and I know a lot of you drive Teslas, I thought that might be an interesting, if scary, topic for this week.
The 4 Fundamental Attributes of Customer Loyalty, Part 2
July 14, 2016
Lots of CRM vendors talk about personalization, but their idea of how to do it leaves much to be desired. They address personalization very late, using a just-in-time approach to accessing customer data to support a sales or service encounter in the moment. This certainly is important, and it achieves the goal of personalizing the encounter by producing a catalog of data points.
Parsing the Clinton Email Scandal
July 11, 2016
I've been watching the Clinton email scandal closely, because I not only have been in and out of law enforcement and security for much of my early life, but also was an internal auditor for IBM and one of the leading email experts in the 1990s. I think this is the only time I've seen an investigator channel a prosecutor and give someone a pass without addressing why crimes were committed.
Leveraging IoT to Redefine Your Business
July 8, 2016
While most businesses are focusing their Internet of Things efforts on areas that will generate immediate cost-savings and operating efficiencies, a number of IoT pioneers already are leveraging a new generation of connected products to fundamentally change their business models. There is no question that the safest bet in today's IoT environment is targeting narrowly defined deployments.
Learning Something CRM-ish From Brexit
July 6, 2016
This summer has started out to be anything but a somnolent day at the beach. The Brexit vote for the UK to leave the EU is enough to disturb your slumber. To be frank, it appears we are at one of those major historical transition points that might happen a few times in any of our lives. Without stirring up a hornet's nest, I would like to discuss CRM in all of this.
What If We've Got Big Data and Analytics All Wrong?
July 4, 2016
Every once in a while I run into a little company that comes at an existing market as if the folks already in it are idiots -- and sometimes they are right. Here's the thing: What often happens is a company breaks out in a segment, and everyone groups around that company's ideas and emulates them. Few initially stand up and say, "Wait a minute -- what if they're wrong?"
Gadget Ogling: Artsy Audio, Stress Detectives, and Wee Violins
July 2, 2016
I don't think any product range beats speakers for running the design gamut from gorgeous to ghastly. There are so many to choose from, in all shapes, sizes and colors, that there's something for everyone -- plus a few things no one should buy. But what if your sound system were a piece of art, literally? Case of Bass has created a boombox print that houses a speaker system in a shadow box.
The 4 Fundamental Attributes of Customer Loyalty, Part 1
June 29, 2016
As I see it, there are four basic capabilities, or attributes, needed to build better customer loyalty. I learned about them from two McKinsey researchers. Those attributes, according to David C. Edelman and Marc Singer -- and I agree -- are the following: automation, proactive personalization, contextual interaction and journey mapping.
Gun Control and Learning to Make Data-Driven Decisions
June 27, 2016
We live in an unprecedented age of information and computing power -- yet whether publicly or privately, we still make decisions largely on how we feel rather than based on hard information. With this massive influx of data and computing power, when it comes to issues like global warming or gun control, we are more likely to decide based on how we feel rather than figuring out the facts.
Social's Turning Point
June 24, 2016
Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. The deal can boast a number of superlatives: the largest sale of a consumer Internet company in history; the largest sale of an enterprise software/cloud company in history; the third-largest sale of a technology company since 2001; and the largest Microsoft acquisition ever.
Rethinking the Customer Journey Map
June 22, 2016
If you talk to marketers for any amount of time about what they do, you are bound to hear the term "customer journey" at some point. The go-to exercise for marketers looking to up their lead generation games today is "journey mapping," the exercise by which you try to understand how a potential buyer navigates through content and other offers on the way to a closed deal.
Gadget Ogling: Pliable Phones, Clever Kicks, and Sumptuous Speakers
June 21, 2016
Lenovo has peeled back the curtain on a smartphone that you can wrap around your wrist, sporting a full-color screen. The "CPlus," as Lenovo calls the prototype, runs Android and has a 4.26-inch display. It will be available in 12 colors if and when it goes on sale. It's clear bendable smartphones will be a viable consumer product in the near future.
AI for President
June 20, 2016
Andy Rubin, Android's daddy, last week made some interesting comments about quantum computing and artificial intelligence. The part I agree with is it won't be long until most things we have are connected to an intelligent machine. However, when referring to something that will be far smarter than we are, the use of the term "artificial" would not just be inaccurate -- it would be rude.
Salesforce's TrailheaDX
June 17, 2016
Salesforce held TrailheaDX last week -- its first event just for software developers. It previously relied on special sessions at events such as Dreamforce to educate developers, but its declared intention to train up to 100 million of them in its Lightning development environment dictated taking additional action. Anyone should be able to learn development skills, Salesforce contends.
Redefining the Vendor-Customer Relationship in the IoT
June 17, 2016
The advent of a brave new world of connected products and services in the Internet of Things is forcing organizations of all sizes across nearly every industry to reconsider how they will interact with their customers in the future. As a consequence, a growing number of companies are thinking about how they have to redefine their businesses to better serve their customers going forward.
Google and the Birth of the People-Delivery Drone
June 13, 2016
Larry Page is rumored to be building a flying car, apparently dropping a whopping $100M into the effort. Surprisingly, this actually makes more sense to me than a self-driving car does, because it potentially solves two problems at once: You won't have to fly the thing yourself; and it eliminates the need for roads for those who commute to work. Roads could be just for moving heavy stuff.
The Marginal Customer
June 10, 2016
I start a lot of client engagements with a simple question: Who's the customer? It's amazing the answers that I get. Some people know the customer's demographic and business or personal needs, and they focus on those things. Others don't even grasp the difference between a customer and a consumer. You might expect this if you are working in the B2C rather than B2B space.
Creating the Right Business Culture for Success
June 6, 2016
In an era when technology is changing the ways people conduct every aspect of their lives, it's not a surprise that business leaders have come to depend on it as the lever that will elevate their sales and marketing performance to the next level. Productivity has increased because of technology, and the implementation of technological tools has had a direct effect on sales effectiveness.
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What do you think of politically inspired Internet memes?
They tend to be brutally honest about their targets.
They're usually cheap shots based on lies.
They're often stupid but amusing.
They can have a dangerous influence on uninformed people.
They don't impress me one way or the other.