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Getting Autonomous Car Technology Right
February 24, 2020
Autonomous car efforts aren't looking very good. It is becoming clear that the five-level ranking system for autonomous cars is stupid. The reality is that the definition of "autonomous" is binary: Either the car can drive itself or it can't. The fact is that car makers don't want to take the final step to autonomy -- Level 5 -- because they are afraid of liability.
Some Android Malware Can Break Your Phone When You Delete It
February 21, 2020
Since Android's unveiling in 2007, the platform has stayed true to its commitment to provide open and free source code. The source code is freely available to developers and device manufacturers who can, at their own discretion, install the software without worrying about the hassles of licensing fees. Android not only delivers cheaper smartphones -- it is the largest mobile OS in the world.
Viewing the 2020 Presidential Race Through a Competitive Analysis Lens
February 17, 2020
Back in the 1980s, I was a competitive analyst for IBM, and it was one of the most interesting jobs I ever held. The practice largely has died out, but at the time we were like the corporate version of the CIA. Since I'd been an internal auditor as well -- which is somewhat like the corporate version of the FBI -- I was a rarity. Few people serve in both agencies.
Customer Retention Blooms Again
February 12, 2020
Brightback recently published a report on customer churn and what more than 400 subscription companies say they're doing about it. Its findings are in line with many other sources, and the data deserves an examination. First of all, we're way past the point where subscription companies can expect to sign all of the new customers they need to replace those that decide to end their relationships.
Rumblings in the Cloud
February 10, 2020
One of the old sayings is that there are "lies, damned lies and statistics," with the implication being you really can't trust most reported numbers. Still, we've often thought, at least with major vendors, that you could trust rankings. One current set of rankings involves cloud providers. The general impression was that Amazon was first, Microsoft second, and Google third.
The New App Dev CRM Model
February 5, 2020
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.
Bridging the IoT Innovation-Security Gap
February 4, 2020
There is a problem with the Internet of Things: It's incredibly insecure. This is not a problem that is inherent to the idea of smart devices. Wearables, smart houses, and fitness tracking apps can be made secure -- or at least more secure than they currently are. The problem, instead, is one that largely has been created by the companies that make IoT devices.
Coronavirus Pandemic: 6 Things We Should Be Doing
February 3, 2020
As I write this, the first studies of the Coronavirus outbreak are coming in. The count now exceeds 17,500 cases in 24 countries. There have been more than 360 deaths, almost all in China. Most at risk are older males with pre-existing chronic diseases that weaken their immune symptoms. Women appear to have a higher natural resistance to viruses. WHO has declared it a global health emergency.
In Praise of Clayton Christensen, a Revolutionary Thinker
January 29, 2020
Clayton Christensen died last week, and we should care. He was the Harvard Business School professor who wrote The Innovator's Dilemma and changed the world, certainly the part we inhabit in CRM. Christensen did more than anyone to plant the idea of disruptive innovation in the minds of people in the tech industry. When I stumbled upon his book decades ago, it was eye opening.
Is Icahn Attempting a Hostile Takeover of HP? Figuring Out the Backstory
January 27, 2020
When it comes to any merger, you often can't trust the reason the firms are merging, particularly if financial rather than operational managers are driving the process. When it comes to hostile takeovers, you can bet you are being misled, because the rhetoric will address synergy, but the folks driving the effort know the more likely goal is to destroy the acquired company.
Retention, Retention, Retention
January 25, 2020
It's hard to say with any specificity where the CRM market will move this year, but I'm a pundit so let me try anyway. After more than two decades, CRM has landed in the business landscape and spread out in impressive ways. When CRM emerged in the late 1990s social media didn't exist, and the idea of social networking was confined to a few papers from Harvard and other places.
Is Congress Finally Ready to Take On Cybersecurity?
January 23, 2020
The United States Congress made some significant progress this session when it comes to data privacy, but cybersecurity remains a blind spot for lawmakers. Congress currently is considering a national privacy law that mirrors legislation enacted in the European Union. It would allow people to access, correct and request the deletion of the personal information collected from them.
The CEO of the Decade
January 20, 2020
Who is most deserving of the title "CEO of the Decade"? Historically the focus in choosing CEO of the decade has been on their financial accomplishments, but that approach has left us in a world lacking diversity and empathy in positions of power -- particularly noticeable in the tech industry -- and one where global climate change may end the human race.
What's in Your Containers? Try an Open Source Tool to Find Out
January 14, 2020
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.
The Most Important Autonomous Car Announcement at CES
January 13, 2020
Getting around Las Vegas during CES is a nightmare. One evening I wanted to go to the In-N-Out Burger place, and even though it was only a mile or two from my hotel, the traffic was so bad that I doubted I'd make there and back before midnight -- and it was only 6 p.m. I used to try to walk CES, but the miles of fast walking on concrete ripped the soles off both my feet one year.
CES 2020: Prepare to Be Amazed
January 6, 2020
Every year I look forward to CES being over. That's not because it isn't interesting -- it is. It's because the place is a nightmare to get around, thanks to some incredibly stupid decisions that turn Las Vegas into a gridlocked mess. Coming right after the holidays, it destroys more family vacations than any other event short of a long driving trip with very young children.
Don't Expect Too Much From Electric Trucks
January 4, 2020
With the rise of electric cars, it was only a matter of time before electric trucks hit the market. Several electric vehicle startups -- including Bollinger, Lordstown Motors, Rivian and Workhorse -- have been working on developing electric pickup trucks for several years, but none have come to market yet. However, it was Tesla's announcement of the Cybertruck that ignited interest in the market.
2010 - 2019: Product of the Decade
December 30, 2019
As we get to the end of December, I typically pick my product of the year, but this is also the end of the decade, so I'll go back and look at the prior products of the year, name my pick for this year, and then pick my product of the decade. 2010 was an easy choice as the iPad came out and scared the hell out of the entire PC market. Its release made the whole "PC is Dead" thing real.
Using Technology to Fix the Flawed Impeachment Process
December 23, 2019
When the U.S. president was impeached last week, it surfaced the fact that impeachment, and particularly the removal of a U.S. president, is a process that doesn't work. Throughout U.S. history, there have been 45 presidents, and given that no one trains for that job, you'd figure several would have been removed for cause. However, impeachment has been attempted three times without a removal.
Shield Healthcare: Serving the Poor, Poorly
December 23, 2019
Sometimes when you tug on the thread of a small customer service failure, you unravel a big skein of much knottier problems. That happened when Shield Healthcare didn't send "Great Aunt Nelly" her shipment of medical supplies on time. There are many people like Nelly in the U.S. -- elderly and disabled folks who depend in part or entirely on government assistance to get by.
Is Your Health Data at Risk?
December 20, 2019
We've recently seen much breathless news coverage of the Nightingale Project, Google's half-secret partnership with Ascension, the second-largest healthcare system in the U.S. The details of the project -- which involves sharing the healthcare data of tens of millions of unsuspecting patients -- have raised significant concerns. The concerns have centered around issues that by now are familiar.
Just Wait Till Next Year
December 18, 2019
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.
The Human Problems Underlying Intel's Diversity Report
December 16, 2019
When Intel released its diversity report last week, it got pounded for the lack of diversity in its executive staff. Intel is one of the few companies being transparent about diversity. Given that lack of diversity is the problem we want to solve, the bashing is stupid. It is only going to make it harder to address the problem. In effect, Intel did the right thing and was punished for it.
Should Discord Be in Your Incident Response Toolbox?
December 11, 2019
Cybersecurity incident response teams have choices when it comes to communication tools: Microsoft Teams, Slack, Zoom and numerous others. Some require a subscription or commercial license -- others are free. Some are niche tools specifically designed for incident response. Some are generic business communication tools that IR teams have adapted for use during a cybersecurity incident.
Should Oracle Split?
December 9, 2019
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.
A Secret Strategy That Could Be Apple's Fatal Self-Inflicted Blow
December 9, 2019
Both Intel and a bunch of professors connected to Apple and the FTC came out in support of the Judge Koh verdict against Qualcomm, even though it had been shown that the foundational evidence was manufactured contrary to the wishes of the DoJ, DoD and other major government agencies. That was well after Qualcomm was identified as a critical part of the U.S. defense against Huawei's 5G dominance.
The New Era of Account-Based Marketing
December 7, 2019
B2B marketing is evolving -- and it's not just the industry itself. Vendor marketing efforts with customers can and should evolve as well. When you see a vendor selected repeatedly, or it officially earns a designation as a preferred vendor, it's a sign of marketing evolution. Most B2B marketing efforts begin from a cold start. Either a vendor is new or it is entering a new market.
Beware the Problems Lurking in the Next macOS Upgrade
December 6, 2019
It seems every time Apple issues an upgrade to its operating systems, many users get burned. The iOS upgrade typically works but the changes takes some getting used to, creating a certain amount of frustration for many iPhone and iPad users. However, macOS releases can stop some important features from working for months, requiring numerous updates to fix all the problems the upgrade created.
Dreamforce Points to New Disruption
December 4, 2019
There were more than 170,000 people at Dreamforce a couple of weeks ago, and many more watching from afar. Also, there were well over 2,000 sessions. Numerous announcements sprang from the big Salesforce event. Some announcements and sessions, like the Tim Cook fireside chat, stand out. Of the top six, I reckon that five were more about integration and working across vendor boundaries than CRM.
Tapping AI for a Future of Better, Faster, Cheaper Gift Shopping
December 2, 2019
If you are like me, every Christmas you dread shopping because figuring out what everyone wants is a bit of a nightmare. You don't know what folks want in your price range. If you find out, there is no easy way to be sure they haven't bought it themselves, or that someone else didn't get it for them. Choosing sizes and colors adds to the nightmare. These problems aren't limited to Christmas.
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Salesforce is a Leader in the Gartner Magic Quadrant 2019 for Digital Commerce