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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.
Nokia's Surprising 2nd Shot at the Wireless Game
November 20, 2014
Many thought after Nokia sold its wireless phone business to Microsoft earlier this year, the company simply would fade away from the space. However, all of a sudden it's starting to look like Nokia is coming back. It just took the first step back into the wireless and tablet market with its new Google Android tablet. It appears Nokia is getting ready to re-enter the smartphone space in 2016.
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.
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.
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.
AT&T Paves the Wireless Future's Way
November 13, 2014
AT&T shared plenty of powerful information and insights about growth for the company and the industry in general at last week's industry analyst meeting. The wireless, telecom, television and Internet businesses will continue to grow and to change in 2015 and beyond. Whether you are a customer, a worker, an investor or a partner, understanding how change will come will be key to success.
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.
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.
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.
The Do-Not-Call List's Maddening Loophole
November 06, 2014
What are you thankful for? Me... I am very thankful that this year's Election Day is finally over! Why? So I can get some peace and quiet in my life once again. I don't know about you, but my phone has been ringing constantly for weeks, and every call has been a political call. All I can say is... ENOUGH ALREADY! I am so happy this election had clear victors. The reason is simple.
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.
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.
Apple Pay May Leave CurrentC in the Dust
October 30, 2014
Apple's debut of Apple Pay has been more than a little bumpy, and the company may be in for some additional negative press about its competitive position before the dust settles. However, there is one major factor in Apple's favor that could help it win the mobile payments tug-of-war in the end: time. It's chief competition, CurrentC, won't launch for another few months.
Apple Pay vs. CurrentC: Prelude to the Beacon Wars
October 30, 2014
The current dustup between Apple Pay and CurrentC is a stark, bleak mess. That's not because Apple promises an easier, more secure way of making a smartphone-based retail transaction. Nor is it because CurrentC wants to harvest data on you and provide behavior-bending coupons, incentives and special deals, while cutting out the middleman credit card processing industry. It gets worse.
Give Me That Old-Time Operating System, Apple - It's Good Enough for Me
October 30, 2014
OK, I admit it. I both love and hate Apple's new iOS 8 -- and apparently so do many others, based on the online searches for help I've done. I've had a love-hate relationship with iOS for years. There's much about the new iOS 8 to love; however, I hate that updating to it screwed up so many features I regularly use. What's worse is that Apple does not seem to care.
Detroit's Stupid Plan to Kill Tesla
October 27, 2014
In watching the illicit attempts of dealers and U.S. auto companies to try to kill Tesla, I have to think they are all wrongheaded. I don't drive a Tesla, but this kind of thing makes me really mad because it is so incredibly stupid. Tesla is as much an idea as it is a company -- and an idea that should be flowing through the car industry anyway, because the world is changing.

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