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Charter Spectrum May Want to Rethink Its Digital Pay-TV Service
May 14, 2018
Cable television companies have been rushing to introduce new digital pay-TV products. Traditional cable TV has been on the decline in the midst of a growing wave of new competition and new technologies. The new offerings reflect forward thinking and are a step in the right direction, but too many providers still don't offer good quality digital pay-TV.
Tech Career Checklist: Aggressive Diversity, Cold Cash
May 14, 2018
I've become convinced that too many of us don't prioritize our employment choices properly. What recently drew my attention to this was a conversation I had with Dell's CFO Tom Sweet at Dell Technology World. We were chatting about Dell's problem attracting employees. Because Dell is a private company, few employees get stock or stock options -- they get cash instead. It seems that has put Dell at a disadvantage when competing for top folks.
Oracle's Drive to Automate
May 13, 2018
Oracle -- or could we say "Autoracle"? -- has introduced more autonomous products, generally in keeping with what I see as a build-out of an information utility. The products include Autonomous Analytics, Autonomous Integrations, Autonomous Builder code generation and free premium service. The autonomous products broadly leverage a variety of analytics and machine learning tools.
AI May Be Secret Weapon to Retain Sales Talent
May 9, 2018
Much of the discussion around sales and artificial intelligence has been outwardly focused. It's exciting to think about using AI to examine leads, sift through data, and help deliver answers that allow salespeople to close more and bigger deals. However, the excitement over using AI to organize customer information overshadows another use of AI that could be equally lucrative.
Echo for Kids, Retro Voice Assistants, and a Second Snap
May 8, 2018
Amazon is trying to rope in younger members of the family to use its Alexa voice assistant with the release of a smart speaker for kids. The Echo Dot Kids Edition has a rubber case protecting a standard Echo Dot and a two-year, no-questions-asked replacement policy. It includes a one-year membership for Amazon's subscription service for kids' books, videos, games, education apps and Alexa skills.
Platform Logic
May 1, 2018
For some time, it has been my impression that in the CRM market, all -- or at least most -- of the good ideas have been taken. It's been a long time since we've seen a new systemic approach to front-office business. It's even been a long time since we've seen a major innovation at the department level. CRM itself was a systemic innovation in the last decade of the last century.
Insurance and the Consumer IoT
April 30, 2018
Smart home and consumer IoT solutions promise significant opportunities for the insurance industry in terms of reducing costs, alleviating risks, deepening customer engagement, and creating new services and revenue streams. There are many barriers ahead to overcome, but given the tremendous upside, insurance companies have begun attacking these challenges with a multi-tiered strategy.
Could BlackBerry Displace Apple?
April 30, 2018
I spent a day with BlackBerry last week and it brought back memories of how Apple displaced the company around a decade ago. I, like a lot of folks, thought what Apple was attempting was impossible. However, after the fact, it didn't even look difficult. BlackBerry largely has completed its pivot to software and services, but a wave of new phones from its partners suggests new possibilities.
What's Next With Facebook?
April 27, 2018
Facebook and other social networks appear to have crossed the line with respect to privacy and censorship. Facebook has been accused of helping one side while hiding the other side in many important debates. It has been accused of exposing the personal information of its users, violating their privacy. These perceptions are problems that must be fixed. What's the next step?
The Scaling Challenge
April 26, 2018
There is a meme making the rounds and I have no idea how old it is or its origins but I've heard it twice in the last week. It's easier to start a company than it is to scale one. You can't say it's a revolutionary thought, but for the last 20 years the emphasis has been decidedly on founding, so this is something of a departure. Startups don't grow to the moon on average.
Fighting Fake News and Forging Real Diplomacy
April 23, 2018
Two new initiatives -- a concerted effort by Apple and a massive educational effort called the "Pro-Truth Pledge" -- could help eliminate much of the fake news BS that is really messing up the U.S. at the moment. On another front, President Donald Trump's plan to meet with Kim Jong-un reminds me of a pivotal meeting between former HP CEO Carly Fiorina and then Apple CEO Steve Jobs.
Closing the Enterprise Security Skills Gap
April 18, 2018
The security skills gap has become a topic of acute interest among practitioners responsible for building security teams for their organizations -- and keeping them running smoothly. It impacts everything from how they staff, how they cultivate and develop their workforces, and how they train, to the operational controls they put in place, and potentially numerous other things.
Zuora Takes It to the Big House
April 17, 2018
After nearly a decade of company building, Zuora last week went public, valuing itself on the open market at roughly US$2 billion after gaining 43 percent on its first day of trading. Those outlines don't reveal the importance of Zuora generally, and subscription billing systems in particular, to the rapid evolution of the subscription economy and CRM.
Swedish Sounds, Cool Phones, and Smart Switches
April 17, 2018
Not quite content with furnishing every other aspect of our homes, IKEA has continued its push into smart home territory with its first Bluetooth speaker. The Eneby comes in two sizes: 8 x 8 and 12 x 12 inches. You can use it as a portable speaker with up to 10 hours of battery life with the optional $20 battery, and there's a handle for added portability.
Facebook and Google Could Be Nationalized in 5-10 Years
April 16, 2018
After I considered Facebook CEO Mark Zuckerberg's testimony before Senate and House committee hearings last week, it became very clear to me -- and I expect many in Congress -- that social media companies need to be regulated. However, I think this is only a step in the path that governments -- and I do mean more than the U.S. -- will take to ensure their effectiveness and protect their people.
UC Has a Bright Future as the Next Generation of Business Communications
April 12, 2018
Unified communications is coming on strong and growing fast. It is positioned as the next big step forward in the communications industry, both wireline and wireless. In the past, companies of every size had to have telephone gear -- like an expensive and complicated private branch exchange -- that was paid for, installed and continually updated. The rise of UC has replaced that burden.
What Should We Expect From AI?
April 12, 2018
Fear mongering about killer robots and the recent deaths connected with Uber and Tesla autonomous vehicles have rekindled concerns about AI in the machines around us. We are well beyond answering Alan Turing's question, "can machines think?" There is now good reason to ask how we should think of AI, and what we should expect from it. There have been phenomenal advances in just the past few years.
Beyond CRM
April 10, 2018
We should start discussing what's beyond CRM. I chose the word "beyond" advisedly. CRM is far from dead or even in decline, so "after" would be incorrect. However, CRM already has changed so much that it may be time to rethink it. Also, many of the tangential technologies that have turbocharged CRM in the last few years, like social media, have drawn so much attention that some analysis is due.
Turning Social Media From a Problem Into a Solution
April 9, 2018
The shooting incident that took place last week at YouTube had less to do with guns than with the failure of the police to act on information in a timely way and the inability of social media to be anything but part of the problem. Google has been giving this issue little more than lip service, but I expect it has become motivated to do more, given that YouTube was the latest target.
The Danger of Underestimating Your Brand's Value
April 5, 2018
A solid brand is key to business success, but over the years I have seen many companies try to commit suicide by killing the brand identities they spent so many years and so much money creating. Many are now gone. Others are still around, but in a weakened position. You must give the customer a compelling, emotional reason to want to be connected to your company.
Digital Disruption
April 4, 2018
Andrew McAfee and Erik Brynjolfesson, who teach at MIT's Sloan School of Management, started writing about the impact of artificial intelligence and machine learning almost a decade ago. Their early books provided deep insights into the way the era we live in would unfold. A lot of their ideas were on display last week at TrailHeaDX: The Salesforce Developer Conference in San Francisco.
The Power of Social Media and the Coming Repeal of the 2nd Amendment
April 2, 2018
One of the most powerful political organizations in the U.S. is the National Rifle Association. The president of the United States recently claimed he wasn't afraid of the NRA, only to have an NRA spokesperson -- not the president himself -- later announce that the president had changed his mind. It was painful to watch the most powerful man in the free world be treated like a small child.
It's Getting Lonely at Quota Club
March 27, 2018
Sales people and their managers should be celebrating the economic gains of the last few years but for many of them the gains may be illusory. Sixty-three percent of sales reps made quota in 2012, but five years later -- despite an improving economy -- that number dropped to 53 percent, according to CSO Insights' continuing research, which stretches over more than two decades.
Chaos Threatens Tech Takeover
March 26, 2018
The tech world experienced more insanity last week. We finally got confirmation from AMD that the CTS Labs security report was a tempest in a teapot, but the big question remained unanswered. A self-driving Uber vehicle killed a pedestrian, but we didn't ask the right questions. Facebook admitted that it gave our information to a bad actor, and we forgot what really would wake up Zuckerberg.
Salesforce's Latest Big Gamble: APIs
March 25, 2018
Anyone who has attempted to adopt Salesforce cloud solutions in an enterprise environment knows that it may not be as easy as expected because of the additional effort typically required to integrate data sources. This is a common problem that has plagued the enterprise application industry since its inception. In fact, it spawned an entire subsegment of integration vendors and service providers.
The Social Utility
March 24, 2018
If you study economic cycles, you can watch the evolution of a disruptive technology throughout its lifecycle, from a specific product to a competitive industry. The last phase in the evolutionary chain is the formation of a utility. For example, over a couple of centuries we've seen the evolution of electricity from a curiosity, to a business, to a group of public companies.
Squandering Customer Loyalty Is Risky Business
March 22, 2018
Customers often make investments in their relationships with the businesses they choose to patronize. There is plenty of competition, so companies must pay attention. It's only when a company respects and wants a customer as much as the customer wants the company that things will go well, and a long-term brand relationship will be created. However, too many companies focus only on themselves.
Managing in Mature Markets
March 20, 2018
Markets and companies change as industries grow and as a disruptive innovation commoditizes. Generally, prices come down because the innovation becomes commonplace and competitors fight for every scrap causing margin erosion. Eventually markets equilibrate, and a monopoly or small oligopoly sets in. We can see this playing out right now -- mature industries like databases have an oligopoly set up.
Fake News Has Become an Existential Threat
March 19, 2018
The scene in A Few Good Men with Jack Nicholson going off on handling the truth has been coming to mind way too often of late. Sadly, this is the world we are living in right now, and social media is at the heart of it. I recently noticed a headline that implied a lot of people had taken exception to something Gal Gadot tweeted about Stephen Hawking.
Healthcare, CRM's New Vertical
March 14, 2018
Healthcare might offer the best example of the potential for vertical market CRM, but most people in CRM may not realize this. Healthcare is, after all, a bit of a stretch from what we do in the enterprise or SMB world, but perhaps it shouldn't be. In both spheres we see a relatively small number of highly paid and overworked people addressing the needs of a vast number of people.
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How does the tech industry compare to other industries when it comes to diversity?
Tech firms have been working much harder than others to achieve diversity.
Tech is rife with sexism, racism, homophobia and other forms of discrimination.
The tech industry would be more inclusive if there were more qualified applicants.
Tech firms have made superficial efforts but they're mainly for show.
The push for diversity is a cultural fad, and there is no real problem.
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