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Sports CRM App Helps Boston Red Sox Cater to Fans February 13, 2012 
If you are a Boston Red Sox fan who splurges on luxury seats, don't be surprised if the organization suddenly seems much more familiar with your tastes and preferences. Last year, toward the end of the season, the team deployed parts of Green Beacon Solutions' Sports CRM app, which is based on Microsoft Dynamics CRM.
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Customer Focus Is an All-Hands Exercise February 10, 2012 
Last week, after dropping off my Prius at the dealership for routine service -- as I've done regularly since I bought the car in 2007 -- I ambled over to the shuttle stop for a ride home. "Where you headed?" barked the driver, never raising his head from his newspaper. When I let him know where I was going, he immediately recognized me and his demeanor changed entirely.
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US Offers $10M to Jump-Start ID Security Tech Research February 07, 2012 
Identity theft and privacy breaches are reported almost daily. For example, last month two utilities in New York reported that an employee of a software contractor allowed unauthorized access to a database containing social security, date of birth and other information. That same day the DoJ reported the arrest of three women in California for engaging in a scheme to use stolen identities to illegally collect tax refunds.
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Google on EC's Privacy Request: How About No? February 06, 2012 
Google has rejected the request of European regulators that it delay the implementation of its new privacy policies to give authorities time to review the changes and ensure that users' data will remain secure. The European Commission's Article 29 Working Party asked Google to hold off on launching its new policies until after the committee could analyze the changes.
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Microsoft Dynamics Update Promises 'CRM Anywhere' February 06, 2012 
Microsoft has taken the wraps off of its forthcoming service update to Microsoft Dynamics CRM, which will be released in Q2 2012. The service update will build on Microsoft's rollouts last year in such areas as social CRM and mobile. "We are on the path to deliver a significant new set of capabilities," said Craig Dewar, director of Microsoft Dynamics CRM's product management group.
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Vendor Videos With a Spark of Personality February 01, 2012 
I take briefings from all sorts of vendors every day, from established companies with a new release to emerging companies with what they hope will be The Next Great Idea that the market will seize on. I am always happy to give my opinion and advice, and sometimes it's even taken. But I am usually reticent to write about most of them simply because it's not my job to provide free advertising.
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Oracle Adds RightNow to Cloud Wars Arsenal January 30, 2012 
Oracle has closed on its $1.5 billion acquisition of RightNow, developer of a cloud-based customer self-service application. Oracle announced the deal in October 2011. For Oracle, the deal makes eminent sense: It fills in a missing gap in its cloud-based CRM functionality and gives it a broader base from which to compete against Salesforce.com.
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No Rest for the E-tailer January 28, 2012 
Your online store did record sales this past holiday and you are a happy person at the start of the year. After a few days of rejoicing, it is time to get back to the grind and look at how you can move forward and take your online store to even greater heights. There are a few fallouts of the holiday season that you will need to manage, and then there are some initiatives that you should plan.
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Privacy Advocates, Businesses Dig In for EU Lobbying Campaign January 26, 2012 
Both privacy advocates and representatives of businesses that handle consumer data are flocking to Brussels. Why? The EU has proposed a strict set of new data privacy rules that would restrict companies such as Facebook even more than they currently do.
Facebook, et al., have descended on the city in the hope of softening some of the restrictions, while privacy advocates are there to keep the EU on its intended path.
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Privacy Advocates Fiercely Furrow Brows at Google January 25, 2012 
Google will consolidate about 60 of its privacy policies across its products in March, creating one overarching policy and leaving only about another 10 unchanged for legal and other reasons. The company is also changing its terms of service. It may combine information on Google account holders across all the company's services the account holder uses.
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Retail Autopsy: What Killed Borders, Circuit City and Hollywood Video January 24, 2012 
The Borders near me closed the other month. Wasn't surprising. Ditto for Circuit City. Gone. A few years prior to that it was Hollywood Video that rolled its end credits. The problem is, none of them had to go. They each died of self-inflicted wounds. Sure, a lot of their CEOs came out and blamed Iraq, the economy, e-commerce, etc., for their failures.
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It's Showtime for CRM January 23, 2012 
CSC and Infovisionix announced a new agreement at Retail's BIG Show 2012 in New York City. Under the agreement, Infovisionix's suite of retail reporting and analysis tools will be incorporated in CSC's Retail Enterprise Intelligence offering. The new capabilities will help retailers understand and improve key operational and customer performance metrics.
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When B2C and B2B Worlds Collide January 20, 2012 
Having spent more than 20 years in the tech industry, I've seen many trends (and related buzzwords) come and go. One trend that I continue to see each year is the "consumerization of IT." While it hasn't always been referred to by that label, consumer demand has manifest itself across a variety of sectors in the industry, from PCs and email to the cloud.
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Customer Experience Problems: More Diagnoses Than Prescriptions January 18, 2012 
Customer experience is leading off the year as an idea that we need to pay more attention to. In the last week, two important publications have surfaced that highlight this importance. SAP gurus Reza Soudagar, Vinay Iyer and Volker Hildebrand collaborated on a new book, The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers.
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Data Plunderers Run Off With Zappos Customer Info January 16, 2012 
Thieves have made off with personally identifying data on 24 million customers of online shoe and apparel retailer Zappos. Announcing the hack on Sunday, Zappos CEO Tony Hsieh said that the thieves broke into the company's system through one of its servers in Kentucky. Although customers' personal data was stolen, the secure database that stores their credit card and other payment data remained untouched, Hsieh said.
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Riding the Tumultuous Retail Waves January 12, 2012 
The retail space is changing. Twenty years ago we used to shop and buy in person at retail stores. Ten years ago, the Internet started a change Wave. We could buy online but were not ready yet. So we shopped online, but we still bought in person at stores. Now we have reversed this trend completely. Today we shop in retail stores to see and touch, but we buy online because prices are lower.
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