A raft of new technologies that impact CRM are about to be announced, but even without the latest announcements due now through October, there's a realization that we're coming full circle. Oracle is making hardware sexy again, using it to drive new business models and to push its CX version of CRM; and Salesforce is tackling a kind of mass customization of its CRM product line.

Software piracy involves much more than businesses and consumers using illegal copies of computer programs. What lurks within the pirated copies is often rogue code -- malware -- that can be just as deadly to computers and users' finances. Software companies are reporting that piracy has increased 20 to 30 percent due to COVID-19.

Centralizing all tools and customer-effecting services into one system delivers great efficiencies for businesses. However, enabling customers to have the same experience in real time is the difference between a CRM and CXM. CRM Buyer pursued the potential transition process -- and the impact of both CRM and CXM products -- in a conversation with Thryv VP Ryan Cantor.

Verint has announced new capabilities within its workforce management solution that automate compliance with CDC guidelines to reduce the risk of COVID-19 infection as employees transition back to the workplace. New workflows automatically create a comprehensive schedule that is prescriptive, while including traditional workforce management criteria such as skill level, channels and peak hours.

CRMification is the process by which the culture absorbs CRM technology, processes and techniques to achieve some kind of new utility for getting things done better, faster and cheaper. Today we should add safer too. Another way to state it is that CRM is a disruptive innovation in the culture. The next normal will have something to do with CRM.

In what could be a trial run for more of the same, Red Hat last week held a first-ever virtual technical summit to spread the word about its latest cloud tech offerings. CEO Paul Cormier welcomed online viewers to the conference, which attracted more than 80,000 virtual attendees. The company made several key announcements during the online gathering and highlighted customer innovations.

Salesforce has announced a new version of Work.com designed to help businesses function safely during the COVID-19 pandemic. "Work.com is a completely new initiative using an existing domain name that we previously owned," said Salesforce spokesperson Joel Steinfeld. "Our focus is on speed and moving as quickly as possible to help our customers, and Work.com is an optimal way to do that.

Consumers and companies worldwide have ramped up online ordering for software products and digital goods as they struggle to improve productivity and security while working remotely and spending more time at home. The sharp spike in online commerce aligns with the timing of the current global pandemic. Software-based offerings accounted for the highest levels of growth.

The enterprise IT environment is complex. Many systems, technologies and practices developed at various times coexist in the same world. With expectations for technological advancements at their peak, we're tasked with enabling these systems to work together harmoniously to support the continuous sharing of information. Systems and data must connect as if all information were native to each.

Adobe just announced what it calls the first digital economy index. It seems like it's modeled after other indices usually kept by the federal government to measure economic output and consumption. The Adobe index captures only consumer consumption behavior though. Some of its insights include new shopping behavior, such as which products have become hot items or decreased in popularity over time.

Edge conditions and the change they drive are fascinating. Some people use the word "margin" because it's at the margin that things change. A situation exists more or less in equilibrium with the rest of its environment until in one way or another the stresses become so great that change happens. We have lots of metaphors, like "tipping point" and "the straw that broke the camel's back."

Does your customer relationship management strategy have what it takes to reach Generation Y? It's estimated that by 2021, an additional $394 billion in revenue could be gained from artificial intelligence adoption in CRM activities in the U.S. As companies grow and technology evolves at a faster-than-ever pace, collecting, storing and providing data is becoming a bigger and bigger task.

In today's evolving business environment, every operational decision is critical -- and that includes best practices for managing the customer journey. The CRM platform is an integral part of the process. In fact, 91 percent of companies with more than 11 employees use a CRM system. Because of the time it saves and the structure CRM delivers, it can seem daunting for businesses to make a switch.

After several years of building and testing previews, Microsoft has announced the general availability of its Azure Sphere secure IoT service. Microsoft first introduced Azure Sphere in 2018, opting to use its own version of a Linux operating system instead of Windows 10 to drive its new Azure Sphere OS to securely connect Internet of Things devices.

There's a major myth about "going paperless." A paperless office doesn't mean that paper is outright banned. There likely will be a need for physical paper in business for a long time, so don't throw out your printer just yet. Rather, being paperless means being able to embrace a shift from traditional paperwork processes to those that take advantage of documents that can be in a digital state.

Microsoft has unveiled several new AI capabilities across Dynamics 365 applications and a new solution to help project-centric services organizations transform their operations. The AI enhancements include first- and third-party data connections in Dynamics 365 Customer Insights, Microsoft's customer data platform. The company also unveiled new manual and predictive forecasting capabilities.

The open source software movement has evolved dramatically over the past two decades. Many businesses that once considered open source a threat now recognize its value. In spite of increased enthusiasm among enterprises, consumer interest by and large has not materialized. With large companies increasingly embracing open source, what does it mean to be a part of the FOSS "community"?

CRM is an industry that's been full of turning points, and I think it is at another. There have been many smaller turns, like the additions of analytics, social media and process flows. However, to get a sense of this point in time, I think you have to go all the way back to the turn of the century and the rise of cloud computing. The cloud was important as an economic marker in some unique ways.

Canonical is deploying a scalable Android-based operating system for mobile and desktop enterprise applications from the cloud. The company just announced its Anbox Cloud containerized workload platform. Anbox Cloud allows apps to be streamed to any operating system or form factor. Its uses include cloud gaming, enterprise workplace applications, software testing and mobile device virtualization.

Adobe has announced the availability of Adobe Experience Manager as a Cloud Service for B2B and B2C companies of all sizes. The service provides "a globally scalable, agile and secure digital foundation that optimizes marketer and developer workflows across the entire content lifecycle," said Haresh Kumar, director of product marketing for Adobe Experience Manager.

As most security pros know, application containers -- Docker, rkt, etc. -- and the orchestration elements employed to support them, such as Kubernetes, are used increasingly in many organizations. Often the security organization isn't exactly the first stop on the path to deployment of these tools. If it was in your shop, consider yourself one of the lucky ones.

Arduino announced a new low-code Internet of Things application development platform at CES 2020 in Las Vegas. It also introduced the low-power Arduino Portenta H7 module, a new family of Portenta chips for a variety of hardware applications. Arduino has achieved prominence as a go-to developer of an innovation platform for connecting IoT products.

If 2019 was the year we identified the most acute challenges facing various industries -- in the form of macroeconomic trends as well as industry-specific factors -- 2020 will be the year we confront those issues. For most companies, this looks like addressing a skills gap that grows at the same rate technology progresses. This is to say, in the tech industry, it's a gap that grows quickly.

For the last 15 years I've written year end articles on where we've been and where we're going in CRM and more broadly in tech. This year it struck me that the major topics that were important in 2019 would be equally important in 2020. In my mind there are several clusters of things that have sticking power. For starters, platform will be a bigger story than it already is.

We're used to discussing M&As in the tech sector, but splitting a company into two parts is a rarity. Analysts always have to ask who benefits and how? Shareholders? Other stakeholders, including customers? Employees? Why does this not happen more often? Surely businesses outgrow their markets' demands, but more often than not a business will sell itself to a suitor rather than splitting.

Among the highlights of Amazon Web Services re:Invent are three announcements that strengthen its presence in the enterprise hybrid IT infrastructure market: AWS is teaming with Verizon to deliver 5G edge cloud computing; the first AWS Local Zone is located in Los Angeles; and AWS Outposts are generally available. These moves "close some huge competitive gaps," observed tech analyst Rob Enderle.

During the recent SC19 supercomputing conference, the top semiconductor and systems vendors discussed and demoed the highest-performance computing solutions in the world. While it's easy to imagine these platforms solving some of the most challenging problems, and simulating everything from the human genome to climate change, there are thousands of other applications that can benefit as well.

If you're like most security pros, chances are you're starting to get frustrated with microservices a little -- or maybe a lot. Microservice architectures -- that is, architectures that leverage REST to build a number of small, distributed, modular components -- are powerful from a software architect's point of view. Want to make a change to a component quickly? Add new functionality?

Along with unveiling its new Edge browser logo, Microsoft announced the official launch date of its nearly finished Chromium-based Edge browser and made its Release Candidate available for download immediately. The latest beta edition of the browser is stable enough for anyone to use, Microsoft said, and it will help IT admins prepare for the mid-Jan. 15 rollout.

The tools you work with have a lot of impact on what you can accomplish, and the more sophisticated the tools the better -- especially in software. Beagle Research just completed a study into the use of a DevOps strategy with the Salesforce Lightning Platform. DevOps is a strategy for building, changing and deploying enterprise software that can be used with Scrum, Agile, and other methodologies.