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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.
Samsung Down, Galaxy Note7 Out
October 11, 2016
Samsung shares fell sharply on Tuesday after the company confirmed reports that it had halted production of its flagship Galaxy Note7 smartphone, just launched this summer. The move came after several replacement phones reportedly smoldered or caught fire. Shares fell 8 percent in the Korean market. Samsung had been working with the U.S. CPSC on a voluntary recall and replacement program.
Bring Back the CIO
October 10, 2016
The cloud revolution has made an enormous contribution to the evolution of sales and marketing software, as well as to business software of all types. There's a long list of benefits it's conferred on users -- from the ability to outsource security and maintenance tasks to the avoidance of manual upgrade processes, to the switch in payment modes, to a model more affordable for more businesses.
Consumers Warned of Exploding Samsung Washers
October 8, 2016
That's the situation Samsung found itself in last week when the U.S. Consumer Product Safety Commission issued a warning about certain top-load washing machines made by the company between March 2011 and April 2016. "CPSC is advising consumers to only use the delicate cycle when washing bedding, water-resistant and bulky items," reads a statement at the commission's website.
Amazon Cracks Down on Review Freebies
October 5, 2016
In a bid to help bolster trust in its customer ratings, Amazon on Monday said that it no longer would allow most incentivized reviews -- that is, reviews written in exchange for receiving products free or at a discount. Such reviews comprise only a small percentage of the tens of millions of reviews of products sold on the site, maintained Amazon Vice President of Customer Experience Chee Chew.
Salesforce Ponies Up $340M Cash for Krux Data Management
October 4, 2016
Salesforce has agreed to acquire its Marketing Cloud partner Krux, which offers a data management platform. Salesforce will pay $340 million in cash and issue between 3.4 million and six million shares of common stock to consummate the deal, according to documentation filed with the U.S. Securities and Exchange Commission on Monday. That's worth an estimated $700 million in all.
Facebook Cuts Ribbon on New Online Marketplace
October 4, 2016
Facebook on Monday announced Marketplace, a new mobile app that facilitates buying and selling between peers. Marketplace allows members of a community to discover, buy and sell items, noted Facebook Product Management Director Mary Ku. The service is scheduled for rollout this week in the United States, UK, Australia and New Zealand. Users can access Marketplace by tapping a shopping icon at the bottom of the Facebook mobile app.
HPE and Apple: The Speed of Image Transformation
September 26, 2016
HPE and Apple are very different companies this decade, having shifted their models from a strategic customer/innovation focus to one that's more tactical -- and tied far more closely to quarterly profit. They are hardly alone, and this unfortunate trend is not tied to any one industry or any one country. Firms increasingly are defined not by creative products but by complaining customers.
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.
Verizon Toys With Risky App Revenue Plan
August 23, 2016
Verizon's reported consideration of a plan to preinstall mobile apps from major retailers and financial firms on users' smartphones has drawn sharp criticism. The carrier reached out to numerous retail and finance brands with an offer to preload mobile apps on its Android phones for between $1 and $2 per device, according to unnamed ad agency executives.
Time Warner Cable Really Doesn't Like Me
August 9, 2016
After surviving well over a year as a cord-cutter, I recently returned to the cable fold -- and after less than a month, I'm having major regrets. The problem isn't with the service itself or even with the pricing. The problem is with the lies. I wasn't entirely happy with my cord-cutting solution, but I wasn't eager to go back to a high-priced cable service either.
Fixing Apple's Problem
August 1, 2016
Apple last week reported earnings, and with the exception of a strong showing from the iPad Pro, the key financial metrics were all down -- and for the third quarter running. So what's wrong with Apple? The company had been growing alarmingly well until last year, but growth suddenly has become elusive. It isn't going out of business, but it also isn't the performance king anymore.
Verizon Customers Get No Respect
July 15, 2016
Why do customers seem to overreact when Verizon announces changes? Verizon's latest price hike has been causing angst in the marketplace -- at least on social sites like Twitter. Why does Verizon keep shooting itself in the foot? The short answer is poor marketing. Verizon's marketing moves show no care for the customer base, and that comes with at cost to Verizon.
The 4 Fundamental Attributes of Customer Loyalty, Part 2
July 14, 2016
Lots of CRM vendors talk about personalization, but their idea of how to do it leaves much to be desired. They address personalization very late, using a just-in-time approach to accessing customer data to support a sales or service encounter in the moment. This certainly is important, and it achieves the goal of personalizing the encounter by producing a catalog of data points.
Amazon's Big Day: All for Prime, Prime for All
July 12, 2016
Amazon on Tuesday launched its second annual Prime Day promotion, offering tens of thousands of deeply discounted lightning deals for top customers and ratcheting up the e-commerce competition. Walmart and others struck back in an aggressive effort to hold onto their key customers. Prime Day had a slightly bumpy start, with Some customers reported having problems checking out purchases.
The 4 Fundamental Attributes of Customer Loyalty, Part 1
June 29, 2016
As I see it, there are four basic capabilities, or attributes, needed to build better customer loyalty. I learned about them from two McKinsey researchers. Those attributes, according to David C. Edelman and Marc Singer -- and I agree -- are the following: automation, proactive personalization, contextual interaction and journey mapping.
Amazon Pushes Dash Buttons as Customers Give Them the Gong
June 29, 2016
Amazon on Tuesday announced a wide expansion of its Dash Button on-touch retail sales program, despite indications of relatively low acceptance among its key base of Prime customers. The company added more than 50 retail products to its lineup of Dash thumb-drive size buttons, which let consumers reorder things like detergent and toilet tissue when their supply is getting low.
Social's Turning Point
June 24, 2016
Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. The deal can boast a number of superlatives: the largest sale of a consumer Internet company in history; the largest sale of an enterprise software/cloud company in history; the third-largest sale of a technology company since 2001; and the largest Microsoft acquisition ever.
Rethinking the Customer Journey Map
June 22, 2016
If you talk to marketers for any amount of time about what they do, you are bound to hear the term "customer journey" at some point. The go-to exercise for marketers looking to up their lead generation games today is "journey mapping," the exercise by which you try to understand how a potential buyer navigates through content and other offers on the way to a closed deal.
The Marginal Customer
June 10, 2016
I start a lot of client engagements with a simple question: Who's the customer? It's amazing the answers that I get. Some people know the customer's demographic and business or personal needs, and they focus on those things. Others don't even grasp the difference between a customer and a consumer. You might expect this if you are working in the B2C rather than B2B space.
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.
Deeper Connections
May 23, 2016
Salesforce held its Connections 2016 user event in Atlanta earlier this month. About 7,000 people attended, but in the Georgia World Congress Center and airplane hangar, attendance seemed smallish. Attendance might have been held down by Gov. Nathan Deal's slow response to vetoing a religious freedom law largely seen as discriminating against the LGBT community.
Marketing and Loyalty
May 17, 2016
The CRM industry is shining a bright light on digital marketing, and it is a sign of how early we are in the digital marketing boom that few vendors are championing the idea of using marketing in any way other than for driving sales. Based on recent events by Oracle and Salesforce, it appears that the focus on driving more sales makes perfect sense for organizations just getting their feet wet.
Under the Shadow of Steve Jobs: Why Trump May Be Unbeatable
May 2, 2016
One of the frustrating things for me during Steve Jobs' time was that most of the folks who watched Apple go from nearly dead to the most valuable company in the world didn't seem to see anything really unusual. It was more like they were watching a great tennis player and seemingly concluding, "damn, what luck!" However, it requires a particular set of skills to do what Jobs did.
BlockIQ Escalates War on Ad Blockers
April 28, 2016
As consumers turn to ad blockers to avoid advertising on their mobile and computer screens, marketers and content providers who depend on pitches to pay the bills are searching frantically for ways to counter the pesky programs. BlockIQ offers them one. BlockIQ, owned by AdSupply, which recently merged with Adaptive Medias, has launched BlockBypass.
Crafting an Online Strategy, Part 4: Homegrown Marketing
April 27, 2016
As a maker in an e-commerce world, you have to get the word out about what you're creating. Whether you're crafting candles or jewelry, marketing leads to sales. It's one thing to set up a booth at a craft fair and meet customers face to face, but it's another thing entirely to market online. Becoming comfortable with digital marketing techniques needs to be one of your primary priorities.
Why Is the PC Industry Trying to Kill the PC?
April 25, 2016
Every time the "PC is dead" topic comes up, an old Monty Python movie comes to mind, and I'll bet you can guess which one. PCs are on almost every desk, and the installed base is measured not in the hundreds, thousands, or even tens of thousands -- it is measured in the hundred millions. Brian Krzanich last week announced a massive layoff at Intel, and once again the alarm sounded.
Crafting an Online Strategy, Part 2: Where to Sell What You Make
April 14, 2016
You're making soap or jewelry or handcrafted leather bags, and you want to sell them online. Where do you go? What spaces work best? How do you decide where to sell your wares? It's important to choose the right selling spaces for your products and business strategy. Selling on your own site lets you control how your products are represented, while third-party sites offer a network of customers.
Marketers Poised to Run the Customer Experience Show, Survey Says
April 12, 2016
Marketing will shape the customer experience by 2020, based on a recent Marketo study of nearly 500 chief marketing officers and senior marketing executives worldwide. The Economist Intelligence Unit conducted the research on behalf of Marketo. Eighty-percent of the respondents believed their departments would exercise significant influence over business strategy by 2020.
Salesforce's MetaMind Buy Fuels CRM's AI Arms Race
April 7, 2016
MetaMind, a startup focused on deep learning, this week announced that it has been acquired by Salesforce. The company's expertise is in natural language processing -- letting computers analyze relationships between words. "We'll be able to offer customers real AI solutions with breakthrough capabilities that further automate and personalize customer support," MetaMind CEO Richard Socher said.
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What's your alarm level over cyberattacks on the Internet's infrastructure?
Red: A deadly cyberwar will occur -- It's when, not if.
Orange: A big one could be costly and threaten public safety.
Yellow: We need to improve cybersecurity at a faster pace.
Blue: Regional outages will become more frequent and more annoying.
Green: There's no way anyone could take out the entire Internet.