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Jeffrey M. Kaplan
Cloud Training to Boost Competitive Advantage Strategies
01/11/18 3:24 PM PT | E-Commerce Times | 1038 Words

Customer training and support are the operating expenses that most often have been shortchanged so they could invest as much money as possible in the product development, sales and marketing functions that drive cloud vendor revenue growth.

Technology Adoption Curve

Denis Pombriant
The Platform Wars of 2018
01/10/18 3:00 PM PT | CRM Buyer | 865 Words

More than that, the pace of new product and new category introduction has declined precipitously over the last decade, meaning that vendors find themselves in zero-sum competitions in which winning new business means poaching someone else's customer.

If there's a...

Richard Adhikari
5 Ways E-Commerce SMBs Can Cool Social Media Complaints
01/06/18 5:00 AM PT | E-Commerce Times | 523 Words

Companies must streamline support systems to resolve issues faster and more efficiently, she told the E-Commerce Times. An up-to-date knowledge base enables instant self-service , "but SMBs must also offer channels for customers to communicate directly with support agents to cover all...

Kristen Hanich
IoT and 5G: New Revenues, Use Cases, Value-added Services
01/08/18 3:11 PM PT | E-Commerce Times | 761 Words

Each device type serves a use case that can be high-volume with low throughput requirements, or low-volume but high-value from a customer's point of view. The list of use cases keeps growing as new types of devices are added to the network,...

Chris Bucholtz
3 Critical Things Sales Can Learn From IT
01/09/18 5:00 AM PT | CRM Buyer | 1030 Words

You may be pleasantly surprised by a comprehensive plan that lays the groundwork for great customer experiences and lucrative, long-term customer lifecycles, and that is something you can sell with complete confidence. On the other hand, you may be chagrined to find...

Richard Adhikari
6 Ways E-Commerce SMBs Can Offer Great Customer Service on a Tight Budget
11/01/17 10:04 AM PT | E-Commerce Times | 537 Words

Technological advances such as interactive voice response systems, chatbots, omnichannel accessibility and robotics have helped many large e-commerce companies improve customer satisfaction rates. However, these options require financial and manpower resources that small and mid-sized firms often don't have, so SMBs have to...

Denis Pombriant
Dreamforce Pivot
11/09/17 11:05 AM PT | CRM Buyer | 879 Words

The emphasis this time seems to be on delivering what we used to call "whole product" -- the constellation of product, policies, procedures, and anything else that delivers customer nirvana.

In the last few years, our focus has been mostly around the...

Denis Pombriant
Revisiting Show Season
11/14/17 2:58 PM PT | CRM Buyer | 848 Words

Service has its own rich tool set, most significantly analytics married to multichannel abilities to take customers from beginning to end of a support journey without necessarily bringing in a human.

In all of this, businesses have been freeing up employee time...

Denis Pombriant
Oil Patch CRM
10/31/17 6:00 AM PT | CRM Buyer | 753 Words

However, there's a lot of work to be done and investment to be made before electricity can take over the workload that fossil fuels currently support.

The sooner we stop burning fossil fuels, the better off we'll be. You might think...

Denis Pombriant
Cool Effect
12/08/17 10:34 AM PT | CRM Buyer | 810 Words

Carbon Credits
When it came time to pick a mitigation partner, Salesforce went to its partner ecosystem and its foundation for a solution and found Cool Effect , a nonprofit dedicated to helping individuals, organizations and businesses support carbon emission-reduction...

Richard Adhikari
New AI Tool Distinguishes Between What Customers Say and What They Mean
11/28/17 2:48 PM PT | CRM Buyer | 630 Words

Genesys on Monday unveiled a new integration between its customer management solution, Genesys PureCloud, and Amazon Lex at the annual AWS re:Invent conference, ongoing in Las Vegas through Friday. The integration will help businesses build and maintain conversational interactive voice response flows that...

John P. Mello Jr.
Facebook Messenger Jumps to Business Websites
11/08/17 5:00 AM PT | CRM Buyer | 758 Words

... on Tuesday announced that it was preparing a plugin to its popular Messenger platform that will allow a website's visitors to chat with a human or bot without leaving the location. Customer Chat is one of a number of changes in the...

Rob Enderle
The Tech Wars of 2018
12/11/17 10:57 AM PT | TechNewsWorld | 1579 Words

Amazon, while not as powerful as Google, does have a massive customer base -- and alienating this base could be problematic for Google.

On the other hand, Google, which basically owns search on the Web, has many avenues to go around Amazon...

Rob Enderle
What Amazon's Abuse of Power Foreshadows for 2018
12/18/17 10:10 AM PT | TechNewsWorld | 1577 Words

Now, I've been an Amazon customer since almost the beginning of Amazon (1998). I was one of its first Prime customers, and I do (well, did) most of my shopping on Amazon. I called support and was told no one could help...

Jack M. Germain
New Open Platform Helps Enterprises Manage Their Own Cloud Services
12/06/17 11:03 AM PT | LinuxInsider | 844 Words

That approach is central to CoreOS' new version of Tectonic, and its ability to support automated container functions within hybrid and multiplatform IT infrastructures, King told LinuxInsider.

"It should meet many or most of the needs of enterprise customers that deploy...

David Jones
Amazon Denies Rumored Plans for Ad-Supported Prime Video Service
11/14/17 11:31 AM PT | E-Commerce Times | 645 Words

Support for Ad-Supported Content
Over-the-top viewing remains a powerful medium in terms of engagement with advertisers, according to a report the Interactive Advertising Bureau released Monday. After linear television, more viewers watch OTT programming than any other.

Fifty-six percent...

David Jones
P2P WiFi Plan Challenges ISP Dominance
12/20/17 12:00 PM PT | LinuxInsider | 559 Words

The typical customer will used the service for sharing a home or small business Internet service, or to connect with neighbors in next-door apartments or other residences within range of a WiFi signal, said Open Garden CEO Paul Hainsworth.

At another...

John P. Mello Jr.
US Fingers North Korea for WannaCry Epidemic
12/20/17 9:52 AM PT | TechNewsWorld | 899 Words

The U.S. now has enough evidence to support its assertion that Pyongyang was behind the WannaCry attack in May, Homeland Security Advisor Tom Bossert told reporters at a White House press briefing.

Bossert made the same accusation in an op-ed published Monday...

Richard Adhikari
New B2B Payments Platform Reaches Across Borders
12/12/17 10:15 AM PT | E-Commerce Times | 623 Words

Nanopay initially will support Xero, Freshbooks and, soon, Quickbooks Online, Nanopay's Cooke told the E-Commerce Times.

The platform will add detailed payment context through ISO 20022 messaging "to enable straight-through procession as well as detailed visibility for real-time UPS-like tracking of...

John P. Mello Jr.
Risky Scripts Pose Threat to Web Surfers, Say Researchers
11/28/17 11:24 AM PT | TechNewsWorld | 1166 Words

The scripts also can be used for support and to troubleshoot user problems, Beardsley added.

Peeping Scripts
However, the extent of data collected by the scripts far exceeds user expectations, according to researchers Steven Englehardt, Gunes Acar and Arvind...

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Of the following CES 2018 crowd pleasers, which do you consider the most important or desirable new tech?
Google Assistant -- voice-activated AI on displays everywhere
Helite's Hip'Air - a hip-protecting airbag belt for seniors
HTC Vive Pro - a VR headset with way better resolution and sound
Samsung's 'The Wall' - a modular TV with MicroLED for consumers
Sony's Aibo -- a lovable AI-powered robotic pet dog
Toyota's e-Palette -- a self-driving van for deliveries and more