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The IoT's Data Prioritization Pearl
September 14, 2015
The era of digital transformation and the digital business, the customer experience as a key differentiator, and the movement toward smart machines are some of the common themes Gartner Distinguished Analyst Don Scheibenreif touched on in his keynote last week at the Gartner Customer 360 Summit in San Diego. These are all phenomena that have been on their way for a little while -- like a glacier.
Apple Figures Out Where Steve Jobs Got It Wrong
September 14, 2015
My big takeaway last week, when Apple launched the iPad Pro, was this: Apple just admitted Bill Gates was right and Steve Jobs was wrong. You see, years ago Steve Jobs went on about how the early Windows tablet, which was designed for work and had a stylus, was stupid. Steve was not a fan and pretty much dissed the entire tablet idea and then later dissed the whole idea of a stylus.
Gadget Ogling: All About Apple
September 12, 2015
Apple's latest iPhones -- the 6s and 6s Plus -- are faster, stronger and smarter than the previous models. A zippier processor and faster Touch ID, LTE, and WiFi feature among the incremental upgrades. There are a couple of interesting new features with this generation, primarily 3D Touch. This makes the screen receptive to pressure beyond lightly tapping or holding one's finger on an icon.
The Tyranny of Spreadsheets
September 10, 2015
As a former sales and marketing guy, I am more than familiar with spreadsheets as a not-so-good tool for managing the avalanche of data generated by the front office, even before the big data craze. Name a department or function in business and it's easy to find people using spreadsheets to manage it -- often poorly, but through no fault of their own.
T-Mobile's War on Data Hogs Is Everyone's Fight
September 10, 2015
Putting this burning issue on the front page is great. Everyone should know the problems caused by wireless data thieves. The reason is simple. Data hogs are threatening to spoil things for everyone. Yes, that means for you and your business. Data hogs threaten T-Mobile's growth because they spoil things for regular wireless data users. This is also a larger problem for the entire industry.
Customer Support in the Digital Age: Collaborative, Personal
September 8, 2015
Apple made a bold move on the customer support front this summer: The company started publishing customer support videos for its Beats by Dre headphones via the product line's Twitter account. The strategy is notable primarily because Apple published how-to videos natively on Twitter, taking a proactive approach to deflect service calls and ensure user satisfaction.
Apple TV Should Take a Hint From Nvidia's Shield
September 7, 2015
Apple will be launching some interesting products on Wednesday. The timing is nearly right for its Intel Skylake laptops and PCs. The iPhone 6S is also due, and typically the smart Apple customers wait for the S, because S models have fixes to the earlier model's problems that most annoyed users. At the very least, the iPhone 6S is expected to avoid its predecessors' bending issues.
SaaS' Next Wave: Customer Lifetime Value Management
September 4, 2015
Salesforce's latest quarter, along with the buzz surrounding its upcoming Dreamforce lovefest, have showcased CRM's rapid migration to the cloud. However, today's SaaS CRM solutions deliver limited value-add if the organizations that use them are unable to realize marketing and sales promises. This is especially true for those guiding prospective customers on an omnichannel journey.
Playing Whac-a-Mole With Windows 10
September 3, 2015
Autumn is coming, and it's time for county fair fun with candy apples, fried dough and the midway. You remember the game whac-a-mole? As the moles popped up through holes on the table, it was your job to whack them before they disappeared. Now, every time another Windows 10 reminder pops up on my screen, all I want to do is grab a mallet and start whacking!
Dreamforce: Still the One
September 2, 2015
We watched as Salesforce emerged from the crowd in the dot-com era to become a massive company with a $7 billion run rate. We also changed perspectives several times on what to expect from Dreamforce. We used to be interested mostly in cool new technologies and business models, but as Salesforce has grown, it has acquired a following of financial analysts as well as industry analysts like me.
Taken to Extremes, 'Right to Be Forgotten' Is Like Burning Virtual Books
August 31, 2015
The highest court in the EU last year ordered Google to allow individuals there to request that certain specific information not be reported in Google search engine results, citing their "right to be forgotten." Since that court ruling, hundreds of thousands of EU residents have requested that Google eliminate certain information, and Google routinely has complied with many of those requests.
How the Windows Phone Could Rise Up and Dominate
August 31, 2015
Last week marked the 20th anniversary of the launch of Windows 95. What people often forget about Windows 95 is that it not only kicked Apple's butt, but also kicked IBM's -- and it wasn't even a complete product. The thing was an operating system. It's especially hard to imagine now that these things typically are downloaded from the Web, and there's no need to stand in line.
Gadget Ogling: Smart Bikes, Contactless Cards, and Roll-Up Keyboards
August 29, 2015
I never had much interest in riding a bicycle as a child, and although I now live in a tremendously bike-friendly city, I haven't found a way to learn without feeling like a total chump in public. Yet I am more interested than ever in leading a life on two wheels after discovering SmartHalo. This is a tool that attaches permanently to one's ride and turns it into a smart vehicle.
Come September, Apple TV Will Outshine the iPhone
August 29, 2015
About Apple's September event... Apple's annual September media event is an oxymoron -- it's become almost entirely predictable. One year it introduces a major new iPhone redesign and the next it offers incremental iPhone improvements. And make no mistake about it, despite last year's Apple Watch debut, at the core of the September event is the critically important iPhone.
3 Ways Great Customer Experiences Boost Sales
August 27, 2015
Hardened sales veterans may hear the expression "customer experience" and shrug or scoff. What has it got to do with them, they may ask? A lot -- because it can add dollars directly to their commissions checks, even if they're not the ones creating the experiences. There are three specific ways that meeting or exceeding customer expectations improves sales.
I Can't Hear You, the Washing Machine Is Too Loud
August 27, 2015
Why do my GE washer and dryer sound as loud as a hurricane? As I sit here at the beach, on the balcony, on a beautiful, sunny, warm and peaceful morning watching the sun rise over the sparkling Atlantic Ocean, something is terribly wrong. What? I can't hear you. Could you speak louder? Sorry, the new washer and dryer we recently bought are roaring so loud I can't hear myself think.
To Personalize or to Be Authentic
August 26, 2015
You might ask what the difference is between personalization and authenticity in CRM, and the answer is subtle. For a long time I have said that we overemphasize personalization when what customers really want is authenticity. However, examples are hard to find, especially with our current culture's strong emphasis on personalization and the tendency to give authenticity quizzical looks.
Intel: Putting Innovation Back in the Hands of the Innovators
August 24, 2015
We are living in an amazing time, but many of us seem to take it for granted. We have private spaceships. Self-driving cars are on the road, even though we can't buy them yet, and there are plans for a 12-mile-high inflatable building. Granted, a number of us are convinced it will end up looking like a giant version of the inflatable fan blown stick man often seen outside of car dealerships.
Back to School
August 20, 2015
It felt like back to school this week at the CRM Evolution show in hot and muggy New York. The first week or two of the school year is always like that. Though it still feels like summer vacation, you know you have to get focused, because the first exam will be here before you know it. Cramming begins almost immediately, because there seem to be a lot of new ideas percolating.
Wireless Performance Studies and You
August 20, 2015
It appears both AT&T Mobility and Sprint deserve congratulations on their great performances, based on two just-released studies on the wireless wars. J.D. Power and RootMetrics revealed some interesting and surprising new information on this changing marketplace. For the fifth time, AT&T won first place with J.D. Power. For its part, Sprint showed significant performance improvement over the last year.
Dearth of a Salesman: Does Technology Erode Sales Talent?
August 18, 2015
For many years, provocateurs have been able to stir people up by proclaiming the death of the salesperson. Ten years ago, in fact, Marc Miller authored the book Selling is Dead. It must be a lingering death, because I still know lots of salespeople. I sure hope they have their affairs in order, what with their impending demise foreshadowed for so long.
One Plus Two Equals Trouble for the iPhone
August 17, 2015
If you thought the iPhone was the most desirable phone in the market you wouldn't be alone, but you likely would be wrong. While we all were snoozing, One Plus emerged. It's a little company out of China that came up with and executed one of the most brilliant low-cost guerilla marketing programs I've ever seen. The end result is that 3.6M people currently are lined up to buy its latest phone.
Gadget Ogling: Smart Rings, Breathalyzing Bike Locks, and Laptop-Sized Transports
August 15, 2015
Please, whatever you do, don't decide with your loved one it would be a good idea to get rings that vibrate only when you're trying to get in touch with one another. Omate and Emanuel Ungaro are offering schmucks the Ungaro ring, which does just that. It buzzes when one designated person, whoever that may be, sends a text message or calls you. It will retail for up to $2,000.
Full Circle's 80-20 Rule
August 14, 2015
I recently talked with Bonnie Crater about changing her company's name, and something really struck home. Crater is CEO of Full Circle Insights, and I've known her since her days as an executive at Salesforce. As I was listening to Crater, I recalled that old aphorism, often attributed to John Wanamaker, that half an advertising budget is wasted, but we just don't know which half.

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Do you want to live in an Internet-connected home?
Yes -- I have some smart things, and I want more.
Yes -- I'm looking forward to all the conveniences.
Not sure -- I have security and privacy concerns.
No -- the technology isn't good enough yet.
No -- it's a ridiculous waste of money.