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Qualitative Data - the Other Stuff
December 2, 2016
We've become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. In fact, quantitative data is but one kind of data, and the information it provides gives a one-dimensional view of the world. It's not wrong information -- just incomplete.
New Subscription Economy Index Is an Eye Opener
November 23, 2016
Since its founding in 2007, Zuora has been the champion of the subscription economy, as a differentiator for companies that sell products as services and have to bill and collect monthly rather than engaging in a single one-time transaction. Few people realize how complex it is to run a business that requires customers to pay little up front but more over time. The billing, finance and commerce implications can be profound.
AvePoint CEO TJ Jiang: Innovation Through Collaboration
November 3, 2016
The latest CRM trends "are part of the whole movement toward digitization of the workforce," said AvePoint CEO TJ Jiang. "We see much more integration and automation in the CRM space. We've been working, for instance, to digitize a social welfare organization, where caseworkers will go in the field to service underprivileged children. ... Historically, it's all been paper-based."
The End of Marketing
October 27, 2016
This is going to be political but you won't be able to tell which side I'm on. You might ask, why on Earth would I get involved even tangentially in politics right now? The simple answer is that it impacts CRM and I have a viewpoint -- but as I say, I'm not picking or revealing a side. I've been doing research in business agility lately -- a fascinating area that soon will impact CRM.
Social Media Analytics, Meet Big Brother
October 26, 2016
The ACLU recently uncovered evidence that led Twitter, Facebook and its Instagram subsidiary to stop sharing data with Geofeedia, a firm accused of improperly collecting social media data on protest groups, and sharing that information with numerous law enforcement agencies. Geofeedia, a developer of location-based analytics, had been marketing its technology to law enforcement agencies.
Aviso CEO K.V. Rao: Humans, Machines and Magic
October 14, 2016
"CRM is a mature industry, but it's fundamentally not moving the needle for the user, for the subscriber -- the sales rep or manager. It's fundamentally recording your activities, but it doesn't really let you commit with confidence to drive the right outcomes," said Aviso CEO K.V. Rao. Predictive analytics "can help you find the right content faster. That's what the state-of-the art is for sales.
Big Data and Analytics: Creating New Value
October 14, 2016
The massive amount of data available from connected devices creates an unprecedented opportunity for increased optimization of products and services -- and, consequently, revenue. The deep investment in big data gathering and analytics is fueled by an ability to create added value for companies based on actionable business insights, and for consumers by providing lifestyle benefits.
Rethinking Business Process Reengineering in the Cloud
October 12, 2016
Nearly 25 years ago, Michael Hammer and James Champy coauthored one of the most influential business books of the period, Reengineering the Corporation: A Manifesto for Business Revolution, anticipating some of the important changes that lay ahead. The corporate world was trying to cope with the growing pressures of globalization and the advent of personal computing.
Surviving the Internet's Troll Apocalypse
September 29, 2016
Social media has sharpened humans' age-old appetite for public shaming, providing a stage and unlimited seating for an endless stream of immorality plays. Those who share even the simplest identifying details about themselves are vulnerable to being pushed into the glare of the spotlight. Anonymity frees many individuals of the consequences they might face offline for being abusive to others.
Bullhorn CMO Gordon Burnes: We're Going to Flip the CRM Paradigm
September 27, 2016
"I dare you to find a sales person or account manager who enjoys spending the last 45 minutes of the day inputting data into the CRM system," said Bullhorn CMO Gordon Burnes. "A lot of companies are facing the CRM adoption challenge. Why is it that this account record doesn't have much data in it? When was it that the account manager last visited? That information just doesn't get into CRM.
Sales Tech's Forgotten Byproduct: Employee Happiness
September 13, 2016
Why do companies invest in CRM, sales performance management software, business intelligence, and every other component of the customer-facing technology stack? The obvious response is ROI. CRM paid back $8.71 for every dollar invested in it, Nucleus Research reported way back in 2014. Business analytics applications were delivering $13.01 in value for every buck spent on them.
Dreaming Up Einstein
September 10, 2016
Salesforce isn't waiting for Dreamforce to begin the drumbeat over its AI offering called "Einstein." There is so much to discuss about this turn of events that it's hard to begin, so rather than starting at a conventional jumping-off point I'll start with the name. You couldn't have lived at any point in the 20th century and not have some idea of who Albert Einstein was.
Gryphon SVP Eric Esfahanian: Accuracy Is Paramount
September 8, 2016
It's surprising how much inaccurate data lives in many CRM systems, observed Eric Esfahanian, SVP of Gryphon Networks. "CRM is naturally a good source for analytics and sales intelligence if the data that lives within your CRM is automated, accurate, and something that you can reliably make decisions from," he said, and the key to accuracy is automation.
Einstein to Make Dreamforce Appearance
August 25, 2016
Salesforce plans to unveil Einstein, an artificial intelligence product, at next month's Dreamforce 16. Einstein integration will give Salesforce's sales, service, marketing, collaboration and e-commerce products predictive suggestion and insights capabilities. It will serve as a new nerve system across the entire business. AI is key to Salesforce's future, CEO Marc Benioff has emphasized.
WhatsApp Shaves Off a Little More Privacy
August 25, 2016
WhatsApp on Thursday announced an update to its terms and privacy policy -- the first in four years. Among other things, the changes will affect the ways users can communicate with businesses while continuing to avoid third-party banner ads or spam messages, according to the company. However, WhatsApp will begin to share some personal details about its 1 billion users with Facebook.
Pegasystems CTO Don Schuerman: Trust the Technology
August 23, 2016
Customers may not understand the processes that drive their experiences, and they're not eager to look under the hood, suggested Don Schuerman, CTO of Pegasystems. "The contemporary customer doesn't really care about CRM. They care about the experience they have, and in most cases they know little or nothing about the fact that there's a technology behind the scenes called CRM.
The Linux Foundation Gives PNDA a Home
August 18, 2016
The Linux Foundation on Tuesday added PNDA -- the Platform for Network Data Analytics -- to its project menagerie. PNDA provides an open source, scalable platform for next-generation network analytics. It integrates data from multiple sources on a network and works with Apache Spark to crunch the numbers in order to find useful patterns in the data more effectively.
Salesforce Reels BeyondCore Into Its Cloud
August 17, 2016
Salesforce has inked an agreement to acquire BeyondCore, a data analytics firm that already has integrated its latest release with Salesforce, the companies said Monday. BeyondCore will become part of the Salesforce Analytics Cloud, extending smart data discovery and advanced analytics capabilities across the entire Salesforce Customer Success Platform, said BeyondCore CEO Arijit Sengupta.
Intel Snaps Up Nervana to Jump-Start AI
August 16, 2016
Intel last week announced the acquisition of startup Nervana, in a bid to enhance the company's capabilities in artificial intelligence and deep learning. Nervana jumped out of the gate at its 2014 launch with a robust platform for deep learning, a framework called "Nervana Neon," and the Nervana Engine -- a groundbreaking ASIC chip scheduled for introduction by the first quarter of 2017.
Feds Make Big Strides in Big Data Management
August 15, 2016
U.S. government agencies gradually have been getting a handle on utilizing the potential of big data and data analytics. At the same time, the Obama administration has recognized that significantly more investment will be required for federal big data research in order to guide agencies toward maximizing the value of processing huge chunks of data and improving their data analysis capabilities.
CFB Strategies Cofounders Anderson and Vaillancourt: Catching Up With CRM
August 12, 2016
CRM innovations in recent years have had a significant impact on campaigns and nonprofit organizations, according to CFB Strategies President Trace Anderson. "Traditionally in the campaign world, it was an old-school mentality of just collecting checks," he said. "Even when I started working in politics, from 2006 to 2008, everything was done by hand."
The 4 Fundamental Attributes of Customer Loyalty, Part 4
August 10, 2016
If you want to succeed at engaging customers, or anyone else for that matter, it helps to have a model of what success looks like. This idea isn't new. Elite athletes train themselves to see a perfect race in their mind's eye, or to imagine the arc of a ball to its flawless conclusion. Scientists model physical and chemical reactions that occur at a scale too small to view directly.
The Internet of Medical Things, Part 2: Devices and Apps
July 12, 2016
Concerns have been multiplying in the United States over the creaks of a medical infrastructure that's bearing the weight of an aging population. Current and upcoming members of the over-65 club are helping to drive a new age in healthcare, in which devices connect patients with caregivers, things get even smarter, and machines get even better at learning what sensors are saying.
Salesforce Wraps Up Demandware Acquisition
July 11, 2016
Salesforce on Monday announced it had completed its $2.8 billion acquisition of e-commerce cloud software platform Demandware. The deal "gives Salesforce the e-commerce piece to compete against Oracle, which already has e-commerce capabilities, as well as SAP," said Rebecca Wettemann, VP of research at Nucleus Research. "It also gives Salesforce a cloud transactional platform for B2C purchases."
Leveraging IoT to Redefine Your Business
July 8, 2016
While most businesses are focusing their Internet of Things efforts on areas that will generate immediate cost-savings and operating efficiencies, a number of IoT pioneers already are leveraging a new generation of connected products to fundamentally change their business models. There is no question that the safest bet in today's IoT environment is targeting narrowly defined deployments.
What If We've Got Big Data and Analytics All Wrong?
July 4, 2016
Every once in a while I run into a little company that comes at an existing market as if the folks already in it are idiots -- and sometimes they are right. Here's the thing: What often happens is a company breaks out in a segment, and everyone groups around that company's ideas and emulates them. Few initially stand up and say, "Wait a minute -- what if they're wrong?"
The Internet of Medical Things, Part 1: A New Concept in Healthcare
June 30, 2016
Manufacturers are eager to lay the bricks and help pave the road to better, more personalized healthcare through integration of connected devices in the new Internet of Medical Things. Compared to other industries, healthcare has been "inherently conservative and slow" to embrace innovations such as the cloud and the Internet of Things -- but that's changing.
Gun Control and Learning to Make Data-Driven Decisions
June 27, 2016
We live in an unprecedented age of information and computing power -- yet whether publicly or privately, we still make decisions largely on how we feel rather than based on hard information. With this massive influx of data and computing power, when it comes to issues like global warming or gun control, we are more likely to decide based on how we feel rather than figuring out the facts.
Facebook AI Digs Deep Into User Content
June 3, 2016
Facebook on Wednesday introduced DeepText, an artificial intelligence-fueled text analytics engine. "Text is a prevalent form of communication on Facebook," wrote Facebook software engineers Ahmad Abdulkader, Aparna Lakshmiratan and Joy Zhang in a post describing its capabilities. "Understanding the various ways text is used on Facebook can help us improve people's experiences with our products."
The Traction Gap
May 26, 2016
My friend and a partner at Wildcat Venture Partners, Bruce Cleveland, along with his associates, has come up with an idea that helps explain why some early-stage companies thrive and thus raise more capital, while others die on the vine. As a venture capitalist, he is always trying to figure this out, trying to determine who gets another round of funding and who doesn't.
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