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When Innovation Misfires
October 29, 2015
Innovation is not always good -- it can backfire. Good innovation helps to grow a brand in the marketplace and results in more customer love. Bad innovation does the opposite. Companies would be better off doing nothing than innovating badly. Many public companies innovate on a regular basis because they think they have to. After all, they must keep their investors happy.
PRM's Next Act
October 27, 2015
Partner relationship management has seen its ups and downs over the first part of this century. Running an indirect channel is vitally important to any vendor trying to extend its reach without incurring the high costs of building a sales team and all that supports it. Many vendors figure it's more economical to pay partners for performance than to endure the corporate buildout.
Why Dell-EMC Won't Follow in HP-Compaq's Footsteps
October 26, 2015
Why do some big mergers succeed while others fail? This seems to be a common question, and some of the research I've read about the Dell-EMC merger tries to connect it to the HP-Compaq merger, which apparently cost Carly Fiorina her job. I covered the HP-Compaq merger at length, and I was not a fan. I actually spoke to Compaq's CEO and argued he should pull out to save his firm.
Gadget Ogling: A Deluxe Dock, a Crafty Computer, and a T-rific Tablet Stand
October 24, 2015
Beddi is an alarm clock smartphone dock that has a few tricks to elevate it above others of its ilk. The system, from Witti, works with both iOS and Android devices, which you place on top and recharge with your own cable. Two things are really interesting: the price and the programmable buttons. As for the latter, that means using Bluetooth to pair your smartphone with Beddi's companion app.
Salesforce's Message to Europe
October 21, 2015
Salesforce last week said it would invest $100 million in emerging sales force partners in Europe. The company previously announced a similar program for the Americas, and it hopes to discover valuable new companies and business solutions. Paul Greenberg and the team at CRM Idol have been doing the same thing -- trying to discover interesting emerging companies in the CRM space.
Are Your Sales Tools Turning A-Performers Into B-Performers?
October 19, 2015
Some things in business are clear and binary: A company succeeds or fails. A customer buys from you or from someone else. A customer returns for additional sales or leaves for a competitor. Other things are indeed relative: Sales numbers may be double the previous quarter but still fall below expectations. A customer returns for additional sales but resists buying more due to satisfaction issues.
Appletizing Microsoft: All You Need Is Love
October 19, 2015
The question that's been bugging me lately is this: Why hasn't Microsoft managed to break through with mobile consumer devices? While Apple has been breaking into the enterprise through consumer demand, Microsoft's enterprise tradition hasn't been helping with consumers. Case in point? Windows Phones. Meanwhile, why do I care? After all, I'm an Apple product enthusiast.
Could Musk Be Tim Cook's Proxy for Jobs?
October 19, 2015
Elon Musk must have been channeling ex-Microsoft CEO Steve Ballmer last week, when he commented to the German Press that Apple wasn't poaching Tesla's good employees, it was getting folks who couldn't cut it at Tesla. That undoubtedly is true of some of the employees who have moved between both firms, but it's very unlikely that it is true of all of those employees.
Gadget Ogling: Smarter Smartphone Gaming, Modular Watches, and Vampiric Charging Cables
October 17, 2015
I don't enjoy playing complex games on a smartphone. Using the screen as both input and output device makes matters complicated, so I tend to steer clear of any game that requires more than single taps or simple swipes. There are a number of game controllers around for smartphones, however, and the Satechi Wireless Gamepad, a Bluetooth device, is compatible with iOS, Android and Windows phones.
E-Commerce Firms Need to Wise Up to Cybercrime
October 15, 2015
Every business owner and executive must think long and hard about cybersecurity -- especially considering all the break-ins and data thefts during the last several years. Data breaches and security issues are in the headlines on a regular basis. One good source for getting a grip on some possible solutions to the problem is AT&T's new report, "What Every CEO Needs to Know About Cybersecurity."
Lighting Up Process
October 14, 2015
I've been saying that we're heading toward an era when process dominates and traditional transactions become just one part of those processes. Now, you might say that's the way it's always been, and I won't disagree. Historically, however, processes more or less were managed by employees who used information systems to inform their decision-making, and the result was recorded as a transaction.
Processing Customer Loyalty
October 12, 2015
I've had to do a lot of thinking about customer loyalty lately, both for my book and more recently for client engagements. What's interesting is how chaotic this market is and how many people are writing about it with very little data. There isn't even strong agreement on the similarities and differences between rewards programs and loyalty. Are they the same? How?
Common Bonds: Jobs, Torvalds and Bad Behavior
October 12, 2015
I can understand Linux in the 1990s. It was backed largely by folks who didn't do well with others. The fights between the Linux and BSD folks were both legendary and juvenile, and Linux's existence seemed defined entirely by the revolt against Microsoft. Now, though, the platform is mainstream, and there's a huge effort by some of its corporate supporters to bring more women into technology.
Gadget Ogling: A Fascinating Book, Stunning Speakers, and Empowering Tables
October 10, 2015
Right after Google unveiled the first tablet it created entirely in-house, Microsoft has gone them one better. Its Surface Book is a high-end laptop that falls in line with the Surface ethos. It's a convertible that works in tablet format, but its keyboard appears vastly superior to the ones available for other Surface devices. From a specs standpoint, the Surface Book seems to pack the goods.
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.
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I plan to do my holiday shopping…
Online only -- I like the convenience and comfort.
Online only -- I'd shop in stores if their stock weren't so limited.
At brick-and-mortar stores only -- I like to see what I'm getting.
At brick-and-mortar stores only -- I enjoy the holiday shopping atmosphere.
At brick-and-mortar stores only -- I want to support local merchants.
Online and in stores -- I want the best of both worlds.
I'm not planning on doing any holiday shopping.