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ECommerceTimes.com
Shame on Facebook
July 03, 2014
Do you remember those snotty little kids who didn't seem to understand the difference between right and wrong? You know, the little brats who thought the rules didn't apply to them. The kids who thought they could get away with whatever they wanted -- rules were for somebody else. Well, that seems to be a fitting description of Facebook, as it repeatedly breaks customer trust.
CRM's Transition
July 03, 2014
It always happens this way. A market erupts or transitions to something new or it goes the way of the dodo and you miss the key turning point. Looking back, you can spot the telltale signs of disruption. People like me, who try to forecast these great events, have the reliability of a dartboard. Nonetheless, I'm doing it again. I am declaring that CRM is in the early phases of a major transition.
Despite Apple's Aperture Fumble, the Photos for OS X End Goal Could Win It All
July 03, 2014
There's a lot riding on Apple's new Photos for Mac OS X app. At WWDC, Apple briefly showed off an early version of its upcoming Photos app, which will integrate with iCloud and the iOS 8-based Photos app with the iCloud Photo Library service. Naturally, this plan raised some questions, and late last week, Apple revealed that it has stopped developing new features for Aperture and iPhoto.
Dell's Latitude 12 E7240 - in and Beyond the Office
July 03, 2014
A confluence of recent events has gotten me thinking about laptops. First, IDC and Gartner released PC market surveys that suggest a significant slowing in the declines plaguing PC sales for the past few years. Then last week, due to "stronger than expected demand for business PCs," Intel said it was raising Q2 and full-year revenue and gross margin expectations.
Google Glass Service Could Make All Customers Feel Special
June 30, 2014
Virgin Atlantic recently announced the expansion of a pilot project in which flight attendants use Google Glass to meet and greet customers. For the initial project, the airline equipped the concierge staff in its Upper Class Wing at London's Heathrow airport with Google Glass so they would have easy access to such information as connecting flights or loyalty points.
The Big Winners at Google I/O 2014
June 30, 2014
At last week's Google I/O, Nvidia was the big winner. It was showcased in TVs, mobile devices and automotive as the supplier of a key technology. Other brands were mentioned in the keynote, but it was Nvidia that was mentioned most consistently -- and its technology apparently was connected to most of the demos. Though it was mentioned only in passing, Lenovo actually was the other big winner.
The Next iPhone Is a Naming Catastrophe Waiting to Happen
June 27, 2014
I can't help but wonder how the heck Apple is going to name its new iPhone lineup when it debuts this fall. Make no mistake, the naming scheme is due for a change. Last year, the shakeup was two form factors that introduced the plastic body of the iPhone 5c with the clear flagship iPhone 5s model. With the next iPhone, the top-of-line iPhone model won't be clear to consumers at all.
Toward a More Perfect CRM
June 26, 2014
"Perfection is the enemy of completion" is a bastardization of a translation of the first line of a poem by Voltaire. That makes the saying itself sort of an example of what Voltaire was talking about -- but it doesn't make it any less true. In the processes we use to run our businesses and deal with customers, there's a lot of "good enough" thinking.
Red Hat's Acquisition-Fueled Climb to the Cloud
June 26, 2014
Red Hat is famous for focusing squarely on a market and technology and building success from there, as it did with Linux. However, the company increasingly has diverged from its roots and historical laser focus on the enterprise x86 server market. The overarching theme and identity of Red Hat is still open source software, but the main driver for the company clearly is now cloud computing.
Will Nest Get Too Nosy?
June 26, 2014
Nest Labs may offer cool technology, but do we really want Google or anyone knowing everything that goes on in our homes? Home automation may indeed be a double-edged sword. Today, like children, we are excited and amazed at how tech can accomplish simple tasks. Will we still be happy down the road, when it crosses the line and invades our privacy?
Show Season Observations
June 25, 2014
Not that the shows ever end, but as I regain my spot on the ground, I have a few observations from the many shows that I have been to or read about over the last eight weeks. First, if you think that cloud platforms are simply a nice alternative to software licenses, you should think again. It's human nature to apply new technologies to old problems, and that's what such an approach really does.
How Amazon's Fire Phone Will Beat the iPhone in 3 Years
June 23, 2014
Amazon launched its rather impressive Fire Phone last week, and it has a number of things that make it interesting -- but just as the iPhone improved massively by the third version, I expect this phone will as well, as a result of users providing feedback on what they want. Ironically, if the iPhone fails against the Fire Phone, it will be because Jeff Bezos is executing Steve Jobs' old strategy.
Break the Language Barrier by Learning Your Customers' Native Tongues
June 19, 2014
If you live in the English-speaking world, you've been exposed to the stereotype of the snotty Parisian who refuses to speak English. The idea is that Parisians know how -- but they won't -- and they turn up their noses at anyone who won't speak French. In my experience, that stereotype is largely wrong -- if you make an effort to communicate in any way, most Parisians are perfectly friendly.
How Will Regulators Chaperone the Big Merger Dance?
June 19, 2014
SoftBank CEO Masayoshi Son may have new hope for a Sprint, T-Mobile merger. After SoftBank merged with Sprint last summer, Son set his sights on T-Mobile. There was early resistance from regulators, but that may be softening, with Comcast-Time Warner Cable and AT&T-DirecTV having joined the merger dance. Trying to understand and predict what regulators will do is always a challenge.
You Can Improve Your Sales Forecast
June 18, 2014
I don't know anyone who was ever great at sales forecasting. This is not to say that it can't be done, but it's a hard problem -- like forecasting the weather. Today, we can get weather forecasts for many days in advance with temperatures accurate within a few degrees, because we've invested in many data gathering and analysis tools like satellites, computer modeling and analytics.
Bright and Shiny Fire Phone: Amazon Delivers
June 18, 2014
Despite entering the smartphone world late, Amazon managed to double down with a user-focused infusion of technical innovation to deliver a compelling new device: the Amazon Fire Phone. The most head-turning feature is its ability to track your face and create a three-dimensional effect on the home screen and in apps, which makes it seem as if you're peering into a lavishly illustrated diorama.
IBM's Empowerment of SAP HANA
June 17, 2014
SAP's recent Sapphire NOW user and partner conference in Orlando was a love fest for the company's HANA in-memory database technology. SAP has made it quite clear that HANA is far more than an innovative solution for Big Data, analytics and business intelligence workloads. In fact, HANA and complementary SAP solutions represent the future for the company and its customers and partners.
How Can a 'Tech President' Be So Tech-Backward?
June 16, 2014
Like a lot of people in tech, I was really excited to see President Obama get elected. It seemed like he got technology, and he used it brilliantly in two campaigns. Unfortunately, he doesn't seem to use it well in actually running the government. From the Affordable Health Care Act to the Veterans Administration, the Obama presidency has been a tale of dumb and dumber when it comes to tech.
Wearable Tech's Steep Learning Curve
June 13, 2014
Google may be feared and secretly envied throughout tech circles for its industry-disruption track record, but in at least one respect, companies are grateful for Google's propensity to plow the road. The Google Glass experiment has provided some very public lessons about what consumers are willing to accept in wearable tech and what they positively will not stand for -- at least at this point.
Conspiracy of Culture: 5 Contributors to CRM Failure
June 12, 2014
Most companies of any size have a CRM application. Every company says it wants to build great relationships with its customers. Almost as many businesses say they want to be "customer-centric." However, as any customer can tell you, the companies that attain these goals are few and far between. What is it that's keeping businesses from doing what they know they need to do? It's not one thing.

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