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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.
Cloud Consulting Acquisitions Accelerate
October 2, 2015
The recent flurry of consulting company acquisitions focused on cloud computing is another clear indication of the accelerating shift of IT systems and enterprise applications to Software as a Service, Platform as a Service and Infrastructure as a Service alternatives. IT and business decision-makers are no longer asking why they should move to the cloud.
Warning: Think Twice Before Updating to iOS 9
October 1, 2015
Apple, you insensitive scoundrel, you made my bride cry. It wasn't tears of joy over your great technology, either. It was because you caused the loss of countless personal photos and memories, and all sorts of other personal information that we can never get back again. It's all because you simply didn't warn users not to upgrade to iOS 9 until the bugs were worked out.
Vertical Ventures
September 29, 2015
I'm always looking for emerging trends at Dreamforce, the kinds of things that are hiding in plain sight. They might never amount to much, but given that it's Dreamforce, many likely will bloom. A case in point is the emergence of vertical market CRM. Its time is now because application development tools have become so good, and because customers need fast, budget-friendly deployments.
Two Risky Strategies Could Threaten Apple's Long-Term Survival
September 28, 2015
One of the ironies of my career is that when I first went to work for a tech company, I specifically wanted to work for a firm that was breaking the mold -- not representative of it. So, in my initial interview, I was concerned that IBM was going to buy the firm because it was the mold at that time. I was promised that there was a contract that said it couldn't. Then, six months later, it did.
Gadget Ogling: Pebble Goes Round, VR Hits Movies, and Smart Locks Lose Keypads
September 26, 2015
The latest Pebble looks a touch different from previous models of the smartwatch. Instead of a square screen with rounded edges, it bears a circular watch face. The Pebble Time Round also is thinner and lighter than its siblings, but it's not as water-resistant. More importantly, the battery doesn't last as long -- a couple of days rather than a week. That earns it a black mark.
When Will Siri, Cortana and Google Now Get Smart?
September 24, 2015
Microsoft's Cortana and Google Now seems very cool -- talking to a computer and having it talk back. It should be like talking to the computer on Star Trek's starship Enterprise. If the technology worked well, these digital assistants could be game-changing. Unfortunately, it doesn't -- not yet, anyway. In the wonderful world of technology, we often get way ahead of ourselves.
Apple Car Talk Starts Making Sense
September 23, 2015
The Apple car rumor gained some legs this week with a report that brings some interesting new insight. Though a bit shy on verifiable details -- it cites unnamed people familiar with Apple's plans and vaguely refers to people inside Apple -- the report suggests the company will triple its current 600-person team to 1,800 people as it ramps up its car development effort, code-named "Titan."
Dreamforce and Then Some
September 21, 2015
What a difference a decade makes. Ten years ago, the booths on the Dreamforce show floor were little more than outposts for widget-makers. Fast-forward to Dreamforce 2015, and one is struck by the number, variety, and size of the partner community. That's only part of the story, though. Often out of sight is the sizable display of talent that has consolidated around Salesforce.
Carly Fiorina vs. Donald Trump: The Fascinating Difference
September 21, 2015
Watching the Republican debates has been a fascinating experience, because I started following Carly Fiorina when she first took over HP. I thought then and I still think that Steve Jobs was the only one to match her on-stage presence and skill set. History has proven her assertion that it was HP's board, not it's CEO, that was the primary problem that needed to be fixed while she was there.
Gadget Ogling: Fresh Fires, Tablet Touches, and Underwater Drones
September 19, 2015
In case you didn't already know it, Amazon has designs on taking over your television, and Fire TV seems a strong competitor to the refreshed Apple TV. Fire TV's big advantage is that it can stream video in ultra high-def 4K, while Apple TV cannot. Nor can Roku or Chromecast. There already are some fine games available for Fire TV, and there's a gaming edition available with a controller.
Microsoft Shoots Itself in the Foot
September 17, 2015
Shame on you Microsoft! Last week you admitted to downloading gigabits of Windows 10 data to users' hard drives without permission. The problem is, that move both took up our hard drive space and triggered Internet Service Provider fees. You did it without even asking our permission. Hey, Microsoft, who the hell do you think you are? The simple solution is this: Ask permission.
On Selling
September 16, 2015
For a long time I have been uneasy about the selling discussion's direction as it relates to CRM and SFA. Something didn't relate. We talk a lot about accelerating the sales process and freeing up sales people's time so that they can spend more time selling, but it all made me wonder. Several things occurred to me as I contemplated selling -- a job I did for about 15 years.
The IoT's Data Prioritization Pearl
September 14, 2015
The era of digital transformation and the digital business, the customer experience as a key differentiator, and the movement toward smart machines are some of the common themes Gartner Distinguished Analyst Don Scheibenreif touched on in his keynote last week at the Gartner Customer 360 Summit in San Diego. These are all phenomena that have been on their way for a little while -- like a glacier.
Apple Figures Out Where Steve Jobs Got It Wrong
September 14, 2015
My big takeaway last week, when Apple launched the iPad Pro, was this: Apple just admitted Bill Gates was right and Steve Jobs was wrong. You see, years ago Steve Jobs went on about how the early Windows tablet, which was designed for work and had a stylus, was stupid. Steve was not a fan and pretty much dissed the entire tablet idea and then later dissed the whole idea of a stylus.
Gadget Ogling: All About Apple
September 12, 2015
Apple's latest iPhones -- the 6s and 6s Plus -- are faster, stronger and smarter than the previous models. A zippier processor and faster Touch ID, LTE, and WiFi feature among the incremental upgrades. There are a couple of interesting new features with this generation, primarily 3D Touch. This makes the screen receptive to pressure beyond lightly tapping or holding one's finger on an icon.
The Tyranny of Spreadsheets
September 10, 2015
As a former sales and marketing guy, I am more than familiar with spreadsheets as a not-so-good tool for managing the avalanche of data generated by the front office, even before the big data craze. Name a department or function in business and it's easy to find people using spreadsheets to manage it -- often poorly, but through no fault of their own.
T-Mobile's War on Data Hogs Is Everyone's Fight
September 10, 2015
Putting this burning issue on the front page is great. Everyone should know the problems caused by wireless data thieves. The reason is simple. Data hogs are threatening to spoil things for everyone. Yes, that means for you and your business. Data hogs threaten T-Mobile's growth because they spoil things for regular wireless data users. This is also a larger problem for the entire industry.
Customer Support in the Digital Age: Collaborative, Personal
September 8, 2015
Apple made a bold move on the customer support front this summer: The company started publishing customer support videos for its Beats by Dre headphones via the product line's Twitter account. The strategy is notable primarily because Apple published how-to videos natively on Twitter, taking a proactive approach to deflect service calls and ensure user satisfaction.
Apple TV Should Take a Hint From Nvidia's Shield
September 7, 2015
Apple will be launching some interesting products on Wednesday. The timing is nearly right for its Intel Skylake laptops and PCs. The iPhone 6S is also due, and typically the smart Apple customers wait for the S, because S models have fixes to the earlier model's problems that most annoyed users. At the very least, the iPhone 6S is expected to avoid its predecessors' bending issues.
SaaS' Next Wave: Customer Lifetime Value Management
September 4, 2015
Salesforce's latest quarter, along with the buzz surrounding its upcoming Dreamforce lovefest, have showcased CRM's rapid migration to the cloud. However, today's SaaS CRM solutions deliver limited value-add if the organizations that use them are unable to realize marketing and sales promises. This is especially true for those guiding prospective customers on an omnichannel journey.
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Will fitness bands fade away?
Yes -- smartwatches will take over their functionality.
Yes -- they're like diets -- people tire of them.
No -- it's smartwatches that will fade away.
No -- people are getting more health-conscious.
Not sure -- but I'd like to try one.
Not sure -- not interested.
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