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Performance Matters: 9 Key Consumer Insights
Order Taker, Meet Undertaker: What Sales Pros Must Do to Survive
May 21, 2015
Within a few years, 1 million B2B sales roles will be eliminated, according to a recent Forrester Research report. That's 20 percent of them gone, thanks to the evolution of technologies like self-service and customers' increasing desire to avoid the hassle of speaking to sales reps. Personally, I think that's a bit overstated -- or rather, a mischaracterization of an ongoing trend.
Smartphones Can't Be Trusted to Run Our Lives
May 21, 2015
There is so much buzz around the smartphone becoming the remote control for our lives. Enough already! While the promise is enticing, there is a dark side to this story that is never talked about. After reading this, see if you are still convinced. Don't get me wrong -- I am as excited as everyone else around the future potential for the smartphone. However, something happened to me last week.
Xactly: From Transaction to Process
May 20, 2015
It is subtle, but in the spring conferences I see a pattern emerging around the importance of process. Admittedly, my analysis in this case is less than scientific, and I have no statistics to support my idea, but I my instinct says a trend toward process is beginning. Two conferences that support my contention include Xactly and Zuora, both of which are taking place this week in San Francisco.
If You Build a Structure, Sales Enablement Will Come
May 18, 2015
There's a lot of devalued sales jargon out there, but the phrase that makes me wince the most is "sales enablement." First, it's misleading -- there are lots of things that equip sales people to close deals, but when people say "sales enablement" they usually mean content, portals, playbooks and on-boarding. That only "enables" part of the sale. Second, most companies are abysmal at managing it.
The Future According to Qualcomm
May 18, 2015
I was at the Qualcomm Internet of Things event in San Francisco last week during what was a major IoT event in the city. What is kind of amazing is the larger event was just a small part of the applications show that used to go on at the same time. This year it is twice the size of that older show. Companies are flocking to this IoT concept like ducks to water.
Gadget Ogling: A Tracking Camera Drone, a Rockin' Speaker and a Water-Boiling Efficiency Expert
May 16, 2015
Camera drones certainly are growing in popularity -- or further polluting the sky, depending on your perspective. A new model plans to follow your every move, thanks to a tracker on your wrist. After you throw Lily, it will fly up to 50 feet in the air and 100 feet away from you, knowing where you are and keeping its lens focused on whatever you're doing.
Redesigning Products and Services for the Internet of Things
May 15, 2015
Nearly everyone agrees the Internet of Things will create unprecedented business opportunities that will dramatically change the way almost every industry operates. There is also universal agreement that the IoT will force organizations to rethink the fundamental nature of their products and services. One company that has become a leader in the rapidly evolving IoT market is PTC.
AT&T Spreads Rollover Data Cheer to GoPhone
May 14, 2015
AT&T Mobility introduced Rollover Data early this year. The offering is very similar to its successful Rollover Minutes for voice calls, which began a few years ago. The question is, will it be just as successful for data? It looks like the answer is yes, as it is now expanding the perk to GoPhone. GoPhone is an AT&T Mobility prepaid brand, and prepaid is a rapidly growing wireless segment.
Sage and Salesforce Tie Partnership Knot
May 13, 2015
Sage and Salesforce put on a lovefest on Tuesday to announce their partnership, in which Sage has developed Sage Life, a product to enable small companies to connect their customer, accounting, payroll and finance data into one system, accessible from any device, anywhere. It's unclear whether the customer data is held in Salesforce's traditional CRM or if it refers more broadly to ERP data.
Customer-In, Not Seller-Out: 5 Realities of the Customer Journey
May 11, 2015
I was doing a little reading about the concept of the customer journey. I have distinct opinions about it, and I was looking for things that might challenge or validate those ideas when I stumbled across a blog post from a major CRM vendor that got my goat. The post proclaimed that 2015 was "the Year of the Customer Journey!" Really? This year? What about the many years before this?
3 SciFi Technologies That Are About to Get Amazingly Real
May 11, 2015
Lisa Su, the talented new CEO for AMD, last week gave a pitch on the future to get people excited about where AMD is going. Based on the stock performance after her talk, she and her team knocked it out of the park. They also got me thinking about some tech advancements that have been quietly percolating, which likely will form the basis for a revolutionary announcement in the next few years.
Gadget Ogling: Virtual Sensations, Radio-Wave Charges and a Bitcoin Keeper
May 9, 2015
We're edging ever closer toward a virtual reality boom, with Oculus finally promising its Rift headset will arrive in 2016. Yet what if there were a way to make VR even more immersive? Feelreal has come up with two devices -- a virtual reality mask and a helmet -- that aim to draw users almost entirely into a fictional world. The mask is an add-on, compatible with major VR headsets.
Wild Salesforce Speculation
May 8, 2015
The blogosphere lit up last week after rumors surfaced that Salesforce was working with unnamed bankers on a possible merger. It seemed Salesforce was in play, and my colleagues and I went into overdrive speculating about who the suitor might be, what the striking price would be, and whether it was a good idea to do the deal. Of course, as a public company, Salesforce in theory could be bought.
The Cloud's Threatening Legal Storm
May 8, 2015
With the ever-increasing use of the cloud by more and more businesses, there is good reason to be concerned about legal risks, which are an inherent part of the cloud. The term "cloud" may be relatively new, but the concept of remote computing started more than 60 years ago, when Dartmouth University first launched "time-sharing." The remote computing risks have not abated.
The Last Apple Watch Review You'll Ever Need to Read
May 8, 2015
If you're thinking about getting an Apple Watch and have been on the fence, this review is for you. Why? The Apple Watch, it turns out, is less about being the perfect smartwatch than about being a watch. For the fence sitters out there, these two questions are really where you should start: First, do you want a watch? Second, do you want a digital wearable device that can transform your life?
The Next Big Split in Wireless
May 7, 2015
The wireless and wire line telecom industry completely reinvents itself every few years. Right now, everything seems to be changing. Seven years ago, the handset leaders were BlackBerry and Nokia. Today, those companies are struggling to stay on the charts. Today's handset leaders are Apple and Samsung for hardware, and Apple and Google for operating systems.
It's the Customer Experience
May 5, 2015
Bill Clinton won the presidency with the mantra, "It's the economy, stupid," and I think CRM could borrow heavily from that pithy bit of logic. If you can check your preconceptions at the door and actually perceive the information in front of you, there's no telling what you can figure out. Such is the case with the tired phrase "customer experience."
Holy Crap: Microsoft Is Building Tomorrowland!
May 4, 2015
One of the movies I'm really looking forward to this month is Disney's Tomorrowland. My first real job was at Disneyland, and I was so in love with the place I often would come back and work a second shift for free. Epcot, the city of tomorrow, was supposed to be Walt's final legacy but his untimely death ended that vision. That city of tomorrow never came to be.
Gadget Ogling: Wine in a Dash, Connected Bicycles, and a Wearable for Behinds
May 2, 2015
I'll admit I'm not the planet's most refined wine connoisseur, but I do enjoy a glass or two of red with my dinner. At the minute, the few bottles I have are vacuuming up space around my kitchen, so I could use a wall-mounted wine rack -- but what's the use of having a rack with no bottles once they're finished? Poppy Reserve could solve the problem of a barren wine rack.
Is Comcast, TWC Dead or Just Sleeping?
April 30, 2015
Now that the Comcast, Time Warner Cable merger deal has failed, what's next? I think it's likely that if Time Warner Cable is still around, the deal might be tried once again in a few years after the industry has transformed itself. Comcast obviously is still interested in expanding with Time Warner Cable and will try this merger dance again in a few years. This has worked before.
IoT: Why Security Pros Need to Prepare Now
April 29, 2015
Have you ever heard of the Cullinan diamond? If you haven't, it was the largest diamond ever discovered: a 3106 carat diamond found in 1905 in South Africa. What's interesting about the Cullinan diamond isn't so much the discovery of the stone itself but what happened afterward: specifically, the cutting of the diamond. The Cullinan diamond was split into a number of smaller pieces.
Marketing's Next Act
April 28, 2015
Marketing continues to heat up as the next big thing in CRM. It's so big that I can see it splintering in multiple ways to accommodate all the permutations that are suddenly possible, thanks to big data, analytics, and a determination to get beyond using marketing technology as a glorified accounting system designed to limit "losses" due to marketing. You can't win by limiting your losses.
Can Microsoft Take Back Momentum From Google and Apple?
April 27, 2015
Microsoft is holding its Build event this week, marking the beginning of its major push to launch Windows 10. Build is in San Francisco this year, which effectively puts it right in the back yard of both Apple and Google -- a nice "in your face" move. I was the featured launch analyst for Windows 95 two decades ago and there, Microsoft ripped Apple a new rear orifice.
The Business Power of Empathy
April 24, 2015
In our high-powered, win-at-all-costs business environment, the word "empathy" often evokes derision and scorn. Who has time to be a squishy, touchy-feely wimp overflowing with empathy? We're all busy closing deals and kicking butt! Kicking, closing, etc., is great and all -- but empathy has genuine business value. Don't forget that CRM has "relationship" right in the middle of it.

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Does technology create more jobs than it destroys?
Yes - The jobs new technologies create outnumber those lost due to machines replacing humans.
No- Companies fixated on cost-cutting are building workforces of robots and computers instead of people.
Performance Matters: 9 Key Consumer Insights