NetSuite announced results of its sponsored study at this week's National Retail Federation show in New York, shedding light on technology adoption in a retail setting. The study suggests that merchants are not doing what customers would want and that they have a misguided perception of the situation. The findings indicate that merchants may have gotten some things very wrong. [More...]

Decision makers in any sales organization know that forecasting correctly is both art and science. To predict the unforeseen successfully, you must use every piece of logic and reasoning available to help you make your predictions reality. When developing a strategic forecasting approach, your business needs to take a number of items into consideration simultaneously -- and that is no easy feat. [More...]

Given today's data and technological advancements, coupled with an abundance of choices for consumers, the importance of loyalty has never been greater. The marketing landscape has shifted as power has moved from sellers to buyers, and businesses have realized a heightened need for customer loyalty. Market fragmentation has dramatically increased competition, magnifying the need for loyalty. [More...]

A new year means a fresh start, but it doesn't mean that old threats will go away. In fact, in the world of cybersecurity things could get far worse before they get better. Cybercrime continues to increase, as it allows nefarious actors to operate at a safe distance from victims -- and more importantly, law enforcement. Cybercrime often doesn't get the same attention as other types of crimes. [More...]

Why have Microsoft and Apple been wasting the time of their users? My latest irritation concerns the disappearance of the Microsoft Word "Recent" folder from my MacBook. It was simply gone. Vanished. Poof. To make matters worse, this same thing has happened twice this month. From what I've heard, this problem has been occurring for many years. It just affects different users each time. [More...]

After several years of instability on this list, 2018 saw things settle down a bit. In past years, blogs would make the list for a flurry of great posts one year, then fizzle the next. Sometimes, bloggers would change careers and their CRM content would dry up. Once in a while, a great blogger would get hired by a major vendor and see his or her output bent to fit the corporate line. [More...]

Microsoft and Kroger announced a collaboration on Retail as a Service to equip stores with Kroger Technology products that run on Microsoft Azure. The technology utilizes the IoT, connectivity, the cloud, and data collection and analysis to improve both customer experiences and store bottom lines. Two stores will pilot a smart technology system connected by IoT sensors, running on Microsoft Azure. [More...]

Disruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can spawn other niches. Social networking provides a vivid example. First, there were networking sites that could help you find a job or a sales lead. Then there were social sites whose purpose was simply, well, networking. [More...]

As e-commerce has gained serious momentum over the past 10 years, there have been dire predictions about the impending death of brick-and-mortar retail. The narrative has been framed largely as "technology is killing retail," but the reality is not quite so simple. While technology undoubtedly has transformed the retail landscape, it also has been pushing the industry forward. [More...]

Among the myriad of tactics that e-commerce businesses can use to pump up sales, preorders might be the most overlooked strategy. Yet preorder sales are a highly effective way to generate early buzz to gin up demand for new products. A "preorder" by definition is the sale of a product that is not immediately available to the consumer but will be sometime soon. [More...]

Year over year, we see the numbers. In 2017, e-commerce represented 49 percent of all total retail growth, up 16 percent. If this year's $119.99 billion holiday shopping season spend indicates anything, it's that 2018 is projected to be yet another banner year for commerce. Online shopping will hit unprecedented, never-before-seen rates of growth, and it'll be all thanks to technology. [More...]

I've been writing a forecast column every year at least since W was president. Nothing's wrong with that, lots of people do. However, I often find that my forecast is more of a wish list than a true prognostication, so this time I'll dispense with the fiction of analytical rigor and just say what I think needs to happen. First, the industry is consolidating. The big and successful companies are competing on a different plane than the smaller ones. [More...]

E-commerce fraud is an ongoing problem for online merchants and credit card companies. It has been growing at twice the rate of e-commerce sales. Identity theft traditionally has been one of the most common sources of e-commerce fraud, but online merchants increasingly have been suffering more from chargeback fraud, which requires them to absorb the costs of disputed credit card transactions. [More...]

E-commerce continues to become more competitive as large companies like Amazon, Target and Walmart soak up market share and customer attention. Shipping window expectations have become shorter, and many online retailers struggle to keep up, particularly SMBs. How can SMBs compete? Not only is competing possible, there are many SMBs that have been finding exceptional success. [More...]

American companies spend an enormous amount of money on training. Spending reached more than $90 billion in 2017, an increase of over 32 percent from 2016. It's unlikely that even a small share of the billions spent on training last year were devoted to educating and motivating employees to regularly and accurately input data into a company's CRM. Maybe it should have been. [More...]

In tech parlance, the emotional result of a person's interaction with a website or digital app is called "user experience" or "UX" -- and the success of a business depends on it. Users who have easy, positive experiences with websites and apps likely will be drawn back to the business. On the contrary, websites and apps with poor navigation and slow loading times likely will turn off consumers. [More...]

The cable TV industry has been changing over the last decade and lately has been penetrating the wireless space. Brands like Xfinity Mobile, Spectrum Mobile and Altice Mobile have emerged. Cable One, a smaller cable television company, has announced its new brand, Sparklight. Could this be its first step toward offering a wireless service? That's the direction I think it could be heading. [More...]

Women are abused on Twitter every 30 seconds, and minority women are harassed more often, according to Amnesty International. Volunteers for Troll Patrol, a crowdsourcing project set up by Amnesty International to process large-scale data about online abuse, sorted through 288,000 tweets sent to 778 woman politicians and journalists in the UK and the United States last year. [More...]

AT&T is poised to activate its 5G network in parts of 12 U.S. cities. A select group of users will receive a 5G hot spot that connects to AT&T's 5G+ network. AT&T's 5G service will roll out in parts of Atlanta; Charlotte, North Carolina; Dallas; Houston; Indianapolis; Jacksonville, Florida; Louisville, Kentucky; Oklahoma City; New Orleans; Raleigh, North Carolina; and San Antonio and Waco, Texas. [More...]

Oracle narrowly missed its number last quarter, so it was good to see the company come roaring back -- it made a lot of money. More importantly, many analysts have conceded that Oracle has reached a point in its infrastructure deployment where it can mount a serious challenge to other providers and supply the needed cloud services for its ERP and cloud database businesses. [More...]

Chinese sellers have been using a number of underhanded techniques to boost their global rankings and profits on Amazon, according to a report. Grabbing the high ground on a search results page is critical for any seller trying to rise above the din created by the more than 500 million products offered on Amazon, which is why some sellers feverishly search for ways to get an edge in the rankings. [More...]