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The Intangibles: 5 Things That Aren't on the CRM Data Sheets
November 21, 2014
CRM has been around for a long time now -- more than 25 years. Amazingly, many businesses, including large businesses with revenue in excess of US$100 million, still operate without it. That's amazing, because to many business leaders, CRM has become table stakes when it comes to creating a software infrastructure. Within CRM, many of the features have become table stakes, too.
Platform Native
November 19, 2014
The idea of an omnipotent software platform and the evolution of customer science go hand in hand. Customer science is the upshot of my idea that we're in the process of converting from random acts of CRM in the front office to a more structured, efficient and predictable approach to conducting front-office business. Platforms make customer science possible.
Vendors Sow Seeds for Next Big Federal IT Thing: Convergence
November 19, 2014
Information technology vendors have spotted the next big thing for serving the U.S. government market. The only questions are 1) whether federal agencies themselves have seen the same thing; and 2) if so, whether they are prepared to jump into yet another new procurement process. What the vendors have in mind is akin to the turnkey process used in the construction industry.
WhatsApp Battens Down the Hatches
November 19, 2014
WhatsApp has added end-to-end encryption and enabled it by default in the latest version of its Android messaging application, partner Open Whisper Systems announced Tuesday. The new feature taps Open Whisper's open source TextSecure encryption protocol to ensure that only a conversation's participants can read the messages they exchange. WhatsApp itself won't be able to decrypt the messages.
IBM Begins New Email Chapter With Intelligent Verse
November 19, 2014
IBM on Tuesday introduced Verse, its entry into the reinventing email derby. Verse, which will be available in both an enterprise and freemium edition, integrates the many ways people communicate with each other every day -- email, meetings, calendars, file sharing, instant messaging, social media, video chats and more -- into a single collaboration environment.
China Suspected in Attacks on USPS, NOAA
November 19, 2014
The U.S. Postal Service and National Oceanic and Atmospheric Administration last week confirmed that their computer systems were targeted in months-long cyberattacks that appear to have originated in China. The attack on USPS compromised information of an estimated 800,000 employees. Data at risk includes names, date of birth, Social Security numbers, addresses and dates of employment.
GOP Caught With Fingers in the Twitter Jar
November 18, 2014
The Republican Party and at least two outside political-spending groups reportedly used anonymous Twitter accounts to share internal polling data in the months leading up to this year's midterm elections. One of the accounts was named after the fictional West Wing character Bruno Gianelli, who attempted to fund campaigns with possibly unethical cash.
US Marshals Have Their Own Cellphone Data Slurpfest
November 18, 2014
The United States Marshals Service reportedly is grabbing data from thousands, if not millions, of Americans' cellphones using high-tech devices deployed on five Cessnas. The aircraft operate out of at least five metro-area airports and apparently can cover most of the U.S. population. They are equipped with DRT boxes, popularly known as "dirtboxes," made by a subsidiary of Boeing.
When Microsoft Went A-Courting
November 17, 2014
FOSS fans perhaps may be excused if they've felt a bit confused over the past few days. Dizziness, headaches and vertigo also have been common. What strange new ailment is this, you might ask? Well, it's no ailment -- but that doesn't mean it's any simpler to remedy. The cause is none other than the news that Microsoft is open sourcing .Net and also expanding it to run on Linux and Mac OS.
Hackers Humiliate U.S. State Department
November 17, 2014
The U.S. State Department on Sunday announced its unclassified email system has been breached, making it the fourth U.S. government organization to have fallen prey to hackers in recent months. The State Department took down its website and unclassified email system and reportedly used Gmail for communications instead. None of its classified systems were compromised, the department claimed.
SBA Proposal Could Change Landscape for IT Resellers
November 17, 2014
Doing business with the U.S. government is always a challenge. In addition to uncertain budgets, political infighting, and the seemingly endless procurement terms of the Federal Acquisition Regulations, there are many other special provisions that come into play in government contracting. One of them is the small business set-aside policy designed to ensure that smaller companies can participate.
Nvidia Launches a New Mobile Device Age
November 17, 2014
There was an announcement last week that I think is far bigger than folks realize: Nvidia announced a free Netflix-like streaming gaming service for its Shield products. I think this is a precursor to an event that is similar to what cable did to TVs years ago, and that it will change not only how we use these devices, but also what we use them for.
Gadget Ogling: A Creepy Echo, Clever Home Connections, Bizarre Smartphones and Flexible 3D Printing
November 15, 2014
Echo, Amazon's newest attempt at a smart personal assistant, is set to take pride of place in your home. The black tower is voice-activated and can play music, as well as provide information and news updates. It's from Amazon, so it also can update your shopping list. It's always on, so it's continually listening to you, wherever you are in a room. That's just more than a little unsettling.
Microsoft Widens Skype World
November 14, 2014
Skype on Friday announced Skype for Web, a new version of its VoIP service that can be used in a browser rather than through the dedicated application. To use Skype for Web, users simply sign in on Skype.com to start instant messaging directly from their browser. Voice or video calls will require a small plug-in. The service works with Internet Explorer, Chrome on Windows, Firefox and Safari.
Who Knew Tim Cook Would Fight for the American Way?
November 14, 2014
Ninety-one percent of Americans believe they have lost control of their personal information -- and many also don't trust companies that buy, sell, barter, and combine their habits and activities to better "serve" -- aka "manipulate" -- them, a recent Pew Research survey found. Along similar lines, they don't particularly trust governments either.
Charting the Course for the Channel in the Cloud
November 14, 2014
While most people view Salesforce.com's annual Dreamforce event as the largest user conference in the cloud industry, it is also the biggest gathering of cloud companies and their growing assortment of business partners. In many ways, Dreamforce is the best demonstration that the channel isn't dead and actually is prospering in the cloud. This year's Dreamforce was preceded by a Partner Summit.
Nvidia Flips Grid's Game-Streaming Switch
November 13, 2014
Nvidia on Thursday officially launched its Grid on-demand game-streaming service. Due to become available on Nov. 18 in North America, Grid will be free through June 30, 2015, for users of Nvidia Shield tablets and portable devices. "We intend to build Grid into a premium cloud gaming service, and the best global service," said Nvidia spokesperson Brian Burke.
Salesforce1 Lightning Connect Aims to End the Long CRM Integration Nightmare
November 13, 2014
Salesforce.com has unveiled Salesforce1 Lightning Connect, a new component for its Lightning Platform as a Service for mobile developers, which it introduced last month. Lightning Connect, which is available immediately, is an integration tool that moves data in real time from back-end legacy systems to the Salesforce.com mobile offering. Its purpose is to make the data migration easy for users.
Americans Flip-Flop on Personal Data Privacy
November 13, 2014
Despite the publicity about Edward Snowden's controversial leaks, only 43 percent of 607 English-speaking adults surveyed in January had heard a lot about government surveillance efforts, and another 44 percent had heard a little, according to the Pew Research Internet Project. However, 80 percent of the respondents registered concern about government surveillance of communications.
FCC Chair Asserts Independence in Net Neutrality Fracas
November 13, 2014
FCC Chairman Tom Wheeler has responded to the White House's proposal for Net neutrality rules by reasserting his agency's independence in a meeting with executives of Google, Yahoo and other Internet companies following President Obama's Monday call to action. The president urged the FCC to ensure Net neutrality by interpreting Title II of the Telecommunications Act to govern ISPs.
The US Government's Tenuous Relationship With Open Source
November 12, 2014
The amount of open source software used by the U.S. government might be one of the biggest secrets in Washington. Not even purveyors of FOSS, as in free and open source software, know the extent of federal agency adoption of nonproprietary software. Some in the Beltway Loop contend that open source is very prevalent. Others suggest that it's avoided because its code is exposed for anyone to see.
Apple Preps for Enterprise Offensive
November 12, 2014
Apple reportedly has formed a dedicated sales team to pitch Apple products to CIOs, and it is working closely with app developers who have a corporate presence to sell into the enterprise. Apple's increased interest in the enterprise could be part of a long-term strategy to offset declining sales in the tablet market. For three consecutive quarters, iPad sales have fallen.
Kana Burnishes Omnichannel Customer Engagement Tools
November 11, 2014
Kana has announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. Kana Enterprise Customer Engagement Optimization platform has been available since Oct. 31. At its core, the platform is the same, said Director of Product Marketing Kana Kelly Koelliker. It provides tools to facilitate customer engagement across multiple channels.
USPS Employees, Retirees, Customers Exposed in Hack Attack
November 11, 2014
Hackers siphoned off data from United States Postal Service servers for more than eight months before being detected, the USPS said. The personal data -- including names, dates of birth, Social Security numbers, addresses, beginning and end dates of employment and emergency contact information -- of more than 800,000 employees and some retirees has been exposed.

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