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Dreamforce Pivot
November 9, 2017
Dreamforce 2017 is in full swing this week in San Francisco, which means that Salesforce is changing, shedding a skin to reveal a new and improved creature. This time, rather than announcing a new cloud or a mountain of technology, the company seems focused on improving what it has and delivering a tighter and more powerful solution set for a future that's just emerging.
5 Ways Etailers Can Make Online Shoppers Feel Safe
November 8, 2017
At least 145 million Americans were impacted by a data breach at Equifax that netted thieves personal information such as names, addresses, birthdates, Social Security Numbers and driver's license numbers. That pales in comparison to the earlier Yahoo breaches, which affected more than 1 billion accounts. However, those incidents may be just the tip of a very large iceberg.
Facebook Messenger Jumps to Business Websites
November 8, 2017
Facebook on Tuesday announced that it was preparing a plugin to its popular Messenger platform that will allow a website's visitors to chat with a human or bot without leaving the location. Customer Chat is one of a number of changes in the version 2.2 update of Messenger platform revealed at the Web Summit in Lisbon, Portugal. The chat plugin will be available on desktop and mobile devices.
5 Innovative Ways to Inspire Customer Loyalty
November 6, 2017
Getting customers -- and keeping them -- is the name of the game in e-commerce. "The e-commerce market is crowded and noisy, and brands need to do everything they can to differentiate themselves from the pack," said Eric Hansen, CTO of SiteSpect. "Loyalty programs do just that, giving a brand the edge they need to stay a step ahead of their competitors."
E-Commerce Firms: Get Ready for New Privacy Laws
October 24, 2017
The Federal Trade Commission regulates privacy in the United States, and under the FTC rules, a website need not have a privacy policy at all. However, a website must comply with and not violate its policy if it has one. ifeLock learned that lesson the hard way when " target="_blank">the FTC sued it for failing to abide by its privacy policy. How do other countries' privacy laws apply to U.S. businesses?
Google Aims to Turbocharge Online Checkout
October 24, 2017
Google on Monday rolled out an online payment service that's designed to accelerate the online checkout process. While the new offering isn't quite Amazon One-Click, it will eliminate many of the annoying steps that can slow down the online purchase process and often result in abandoned shopping carts. Pay with Google uses address and credit or debit card information users provide to Google to speed them through checkout.
Email Marketing Goes Hand-in-Glove With E-Commerce Shipping
October 20, 2017
ShippingEasy on Thursday launched Automated Email Marketing as an addition to its customer management module. This new tool has a powerful rules engine that helps users increase sales, the company said. Among other things, it can set up a trigger to send an email to first-time buyers immediately after an order is downloaded -- customized with a logo and specific coupon code if desired.
Retailers Slowly Embracing In-Store Tech Tools
October 16, 2017
Most retailers don't have the in-store technology to view customer information across various touchpoints, suggests a new study from Kibo. Fifty-eight percent of retailers who participated in the study, released last Thursday, acknowledged they did not have that capability. The study was based on questions posed to 115 retail executives during the Future Stores 2017 conference.
LogicHub CPO Monica Jain: Focus on Results
October 11, 2017
"I was always interested in analyzing the data," said LogicHub Chief Product Officer Monica Jain. "I was introduced to a company that was a pioneer in the market, and that's where my career in security started. I fell in love with security because it's all about finding and analyzing the data, and about crunching the data. That's how I started with security. I've never left it since then."
OpenWorld 2017
October 10, 2017
I spent last week at Oracle's OpenWorld 2017 in San Francisco. When I wasn't drinking from an information fire hose, it was alternately fascinating and exhausting. There were major announcements in database, blockchain, artificial intelligence, cybersecurity, and other stuff I'm associated with only tangentially. For instance, my eyes glaze over when they start talking about bare metal servers.
Credit Agency Equifax Cracked, 143 Million Consumers Exposed
September 8, 2017
Consumer credit reporting agency Equifax suffered a major criminal data breach that exposed personal information of as many as 143 million consumers in the U.S. between mid-May and July of this year. The attack exposed a range of sensitive personal data, including names, addresses, Social Security Numbers, dates of birth, and in some cases driver's license numbers, Equifax said.
Vivaldi CEO Claims Google Retaliated for Privacy Criticism
September 6, 2017
Vivaldi CEO Jon von Tetzchner, the brains behind both the new Vivaldi browser and the early Opera browser, has accused Google of retaliating against his company after he questioned its customer privacy practices. Vivaldi's Google Adwords campaigns mysteriously were suspended just two days after von Tetzchner's criticisms of Google's handling of customer data were published this spring, he said.
How Brick-and-Mortar Retailers Can Stand Up to E-Commerce
August 31, 2017
Brick-and-mortar retailers have been finding it difficult to offer pricing that's competitive with e-commerce sites, which have the advantage of massive scope and scale, according to a report Frost & Sullivan's Stratecast service released Wednesday. E-commerce will account for nearly 18 percent of the total retail market by 2025, the report projects.
Zyme CCO Ted Dimbero: Connecting the Channel Data Dots
August 24, 2017
"Channel data management is about providing high-tech companies with all the data and information they need to effectively manage their distribution channels, sales and marketing," said Zyme CCO Ted Dimbero. "Traditionally, companies have relied on managing the channel fairly blindly. They may get monthly data, but a lot of the data is incomplete or too late to make important decisions."
The Smart Home Appliance and You
August 22, 2017
The recent rumor that iRobot had engaged in talks with Apple, Amazon and Google parent Alphabet to sell the data its Roomba vacuum cleaner gathers caused widespread privacy concerns. Roomba maps homes -- the spatial dimensions of rooms and distances between furniture and other objects -- and the data it collects would be valuable to any of the major players battling to control the smart home.
Consumers Gain More Power to Seek Data Breach Damages
August 21, 2017
There are no good outcomes of an electronic data system breach. At best, companies dealing with e-commerce technologies face the formidable task and the resulting cost of repairs. In addition having to fix information technology systems, companies suffering breaches may be increasingly vulnerable to legal action taken by customers whose personal data was affected.
Fulfilling the Omnichannel Shopping Imperative
August 16, 2017
The omnichannel approach has become a byword in customer service, but retailers need to do more to make it happen, based on a recent study. Researchers tested 57 metrics across desktop, mobile and in-store buying touchpoints to evaluate the end-to-end omnichannel experience at 30 popular and growing retailers. Here's the problem: E-commerce absolutely is killing brick-and-mortar stores.
Spanning Front and Back Offices
August 2, 2017
CPQ -- that is, configure, price, quote -- is one of the most transitional apps, because it spans front and back offices, and because its very existence has changed these functions. Another app in this category is sales compensation management. Both of their stories are about front-office processes needing back-office data. Once the data is made available, the process evolves to be far more useful.
InsideView Launches Expert Consulting Service for B2B Marketers
July 31, 2017
InsideView has announced a consulting service to help B2B marketers implement account-based marketing. Expert Service, the first in the firm's planned series of InsideView Expert Services, delivers target market analytics and helps customers build a view of their total addressable market using a data visualization console. InsideView's TAM service is a blend of consulting, technology and data.
Vendor Exposes Millions of Verizon Customers on Amazon Cloud
July 17, 2017
Verizon, the largest wireless carrier in the U.S., has confirmed that data belonging to about six million of its wireless customers was exposed after the information mistakenly was allowed to remain unprotected on an Amazon cloud server. The disclosure follows reports that an engineer at Nice Systems allowed the data of 14 million Verizon customers to reside on an Amazon Web Services S3 bucket.
SugarCRM Launches Hint, 1st in Relationship Intelligence Line
June 28, 2017
SugarCRM has launched Hint, the first in its new line of relationship intelligence products. Hint users can enter a few contact details about a person with whom they want to connect, and Hint automatically will search social sources on the Web for information. That data, along with other details from a company's internal files, will be served up to the user in a side-panel view.
Savvy Marketers Don't Ditch the Non-Digital
June 20, 2017
A good motto for modern marketing would be, "When in doubt, check the data." Perhaps an even better one would be, "When not in doubt, check the data to see if you should be." There's never been a time when we've had such an ability to compile, collate, analyze and understand marketing data. It's not possible to get by on intuition -- even if it's rooted in deep experience and personal knowledge.
Building a Sales Team by the Numbers
May 30, 2017
I don't know why more subscription vendors don't do this. Subscription companies collect mountains of data from their customers, and analyzing the aggregations can deliver profound insights virtually for free. Yet too often subscribers are reluctant to let their data be stripped of identifying characteristics and used for research. Too bad, because there's gold in that big data.
Veeva Offers Cross-Stack Customer Insights
May 12, 2017
Veeva Systems earlier this week announced Veeva CRM MyInsights, a new cloud-based data visualization capability producing tailored insights within Veeva CRM. MyInsights lets users of tablets or other mobile devices access, analyze and visualize information in real time. It includes fixed reporting for sales and activity data and a new, customizable HTML5/JavaScript framework.
Salesforce, QuintilesIMS Team to Push New Therapies to Market
April 25, 2017
Salesforce has entered an alliance with QuintilesIMS aimed at helping life sciences companies move treatments from clinical phases to commercial applications more effectively. QuintilesIMS, formed last year through the merger of healthcare data provider IMS Health and medical research firm Quintiles Transnational, is one of the world's largest integrated healthcare services companies.
CloudCraze EVP Andrew Witherspoon: For Successful B2B, Set Aside Expectations
April 12, 2017
"If there's anything true about B2B service, you have to do it in the context of the customers themselves in order to be successful. That's our philosophy," said CloudCraze EVP Andrew Witherspoon. "What is the purpose of CRM and marketing? It's to reach out, find and engage prospects, and to move them through a buying cycle. All those capabilities are on a CRM platform.
SugarCRM Adds Enterprise Management to Mobile App
April 6, 2017
SugarCRM has announced the latest version of its app for iOS and Android, Sugar Mobile 5.0. It includes a redesigned user experience based on customer feedback; support for Apple's Touch ID; a new Sugar MACS service that lets users customize login, splash and loading screens to support their organization's branding, look and feel without coding; and enterprise mobile management support.
Why Are Health Records So Valuable to Cybercriminals?
March 29, 2017
Protecting the data in electronic health records did not start with the advent of HIPAA, as many people think. Protecting health records has been a critical requirement in the healthcare space since the computers became a fixture in hospitals. However, HIPAA added public reports of fines issued for covered entities' failure to properly protect data contained within EHRs.
Blockchain: CRM's Next Frontier
March 22, 2017
We've seen a parade of technologies coming into the front office since 2000, including browser-based cloud computing, social media, mobile technology, workflow, journey mapping, and big data and analytics. It's typical that at first there's only a tenuous relationship between the technology and CRM's original mission, but over a short time innovators adopt and commercialize the innovation.
OpenMethods, Next Caller Join to Streamline Call Routing
March 14, 2017
OpenMethods has announced an integration with Next Caller's Advanced Caller ID database that will let contact centers on the Oracle Service Cloud use real-time contextual data for more than 500 million landline, mobile and VoIP numbers to personalize and simplify their agent and customer interactions. OpenMethods integrates IVR and telephony data into the CRM package call center agents use.
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What effect is social media having on the current discussion of sexual misconduct?
It's enabling many more people to engage in serious discussions.
It's functioning mostly as an echo chamber.
It's giving everyone a voice.
It's creating much more divisiveness.
It's enabling a cultural re-education.
It's making my news feed so unpleasant I'm staying away.