Wix has launched Ascend, a CRM suite consisting of 20 products, including tools for site promotion, cross-channel customer interaction management, intuitive search engine optimization, content creation for social media channels, lead capture, and the ability to respond to queries automatically. Its chat-centric interface allows real-time interactions with customers. [More...]

Google is not working on a bespoke search engine that caters to China's totalitarian tastes, and it has no plans to develop one, CEO Sundar Pichai told lawmakers on Capitol Hill. "Right now, we have no plans to launch in China," he told members of the U.S. House Judiciary Committee at a public hearing on Google's data collection, use and filtering practices. [More...]

Americans are used to hearing the refrain, "We pay the sales tax," from mattress sellers and car dealerships during big sales weekends. The phrase, "You pay the sales tax," however, is something we're all going to become a lot more familiar with in the wake of the Supreme Court's ruling in South Dakota v. Wayfair. That's because the Wayfair decision reverses a precedent set in 1967 and upheld in 1992. [More...]

You can roughly chart a product's lifecycle based on how it is sold, and this may be having a profound effect on CRM. In general, product categories start with disruptions but commoditize over time, and because of this, the economy needs to be refreshed with new disruptions to drive it. Disruption dominates the early phases of category growth, and the best use case is not always apparent. [More...]

Metrics matter. In business they measure sales, they measure profits, they measure brand health. Marketers measure their reputations, their ad recall, and their shares-of-market. They measure tweets and shares and all sorts of social networking outreach. With all their measuring, marketers haven't yet located the silver bullet, but really smart marketers have caught the glint. [More...]

IBM's artificial intelligence creation Watson wowed the world with its appearance on the TV game show, Jeopardy! less than a decade ago. It was amazing to see a computer play against human beings and do so well. It showed how IBM was on a rapid growth path. However, in the years since, it has been struggling to maintain that leadership position as the AI growth wave has been building. [More...]

There's one competitor we underestimated this year. It's slowly draining the attention of every human on the planet. It plays into almost all human needs -- as they are defined by the Maslow Hierarchy. It's the rectangular status-seeking device in your hands. That's right. It's your smartphone. Maslow's needs start with the basics. Starting at the bottom of the pyramid, we all need food and water. [More...]

The hoopla over vertical market or industry CRM might be eclipsing a similar move that does the same kind of thing but with less fanfare. In the end, we might be discussing two iterations and just a difference of degree. The proliferation of CRM development platforms by companies like Microsoft, Oracle, and especially Salesforce, is changing how we regard core functionality. [More...]

With the holidays fast approaching, are you looking to buy presents online? The holiday season has become synonymous with online shopping. This isn't really surprising as physical stores usually attract crowds of deal hunters. This often conjures up images of throngs of people waiting in line outside the store, some even camping out. This activity is tolerable for some and even fun for others. [More...]

When the Oculus Rift launched in 2014, industry stakeholders speculated that the new, high-end in-home virtual reality headset would disrupt the entertainment industry. Just four years later, the technology has reached a crossroads, still lacking adoption by mainstream consumers. In a recent survey, 25 percent of broadband households indicated they were familiar with some type of VR technology, but just 8 percent actually owned a headset. [More...]

Amazon introduced AWS Outposts at its AWS re:Invent conference in Las Vegas. The new system, which provides AWS-branded boxes for use in traditional data centers, will allow the company to make advances into the world of on-premises storage, taking on legacy hardware vendors including Cisco, Dell, and Hewlett Packard Enterprise. Outposts technology can run on rival vendors' data center equipment. [More...]

The DoJ has revealed an unsealed indictment of eight defendants for crimes related to their involvement in widespread digital advertising fraud. The DoJ alleges the eight individuals were behind two global schemes, 3ve and Methbot, which stole tens of millions of dollars through a scam that used fake Web traffic and fake websites to reap ad view revenue from unwitting advertisers. [More...]

Andy Jassy, CEO of Amazon Web Services, announced that AWS customers would be off all Oracle databases by the end of 2019 and running on one of Amazon's database products. This is not the first time the market has heard something like this, but this time could be different. The statement comes on the heels of Amazon spending significant coin on Oracle licenses a few months ago. [More...]

My only question about Salesforce's recent revenue announcement is why the company described the vast majority of its nonprofessional services revenues as "subscription and support." Proserv revenues were appropriately small, at $224 million, while subscription and support was $3.17 billion, or 26 percent more than the same quarter a year earlier. Nice going, by the way. [More...]

Black Friday made its debut sometime in the 1960s as the day to help retailers move from the red to the black in profits. The day-after-Thanksgiving shopping extravaganza has grown well beyond its roots since then. Last year, at the peak of Black Friday, shoppers were spending nearly $1 million per minute. However, the origins of Black Friday were pre-Internet. [More...]

From technology innovation to the workplace, the business landscape has been evolving rapidly, and companies now are tasked with adapting to fast change in a world of digital transformation. There is one element that will remain a constant requirement for success: meeting the needs of customers and delivering a quality experience. Nurturing customer relationships is vital for a company's success. [More...]

In order to grow, brick-and-mortar stores realize they must use their digital touchpoints to enhance their customers' in-store experiences. Online retailers recognize they need to separate themselves from the pack through faster and more informative shopping experiences. And omnichannel sellers and brands are aware they need to provide their customers with a seamless, cross-channel experience. [More...]

As if e-commerce companies didn't have enough problems with transacting securely and defending against things like fraud, another avalanche of security problems -- like cryptojacking, the act of illegally mining cryptocurrency on your end servers -- has begun. We've also seen a rise in digital credit card skimming attacks against popular e-commerce software such as Magento. [More...]

Most of us understand how overwhelming it can be moving to a new city. Surrounded by a host of options for dining, shopping, daycare, leisure time, auto mechanics and everything else under the sun, making an educated decision on where to go involves some groundwork. So what is there to do? Many of us will turn to a new coworker or neighbor for recommendations. [More...]

Earlier this year, in response to reports that Russian actors had used Facebook to disrupt the 2016 election, I wrote a few pieces about how one might go about fixing the problem. I am not sure I have solutions for everything, but what motivates me is the sagging feeling that settles in whenever society throws up its hands and punts. We can do better. [More...]

When it comes to business, you're only as good as your reputation. Indeed, your reputation is your brand. It is the substance your logo represents; it is the glue in customer brand loyalty. In a word, reputation is everything. Yet it's not entirely under your control. That doesn't mean you are helpless as a victim of false accusations, ratings, or wrongful attacks on your company's character, however. [More...]

Today's customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true change within an organization. While it's clear that problems exist, what's less straightforward is why. [More...]