Trends

Companies are run by people. Some do a great job of putting the customer first and growing, which ultimately rewards investors. Others don't. Some first focus on investors and numbers, simply not caring about or taking care of the customer. That approach can have a serious and long-term negative imp...

"We're seeing a digital transformation take place, where companies are moving their contact centers to the cloud," noted Dan Burkland, president of Five9. "There are two key criteria for a contact center -- there's the CRM and the contact center infrastructure, and those two really go hand-in-hand.

Against the backdrop of a recent slide in bitcoin markets and a record drop in the U.S. financial markets, federal securities regulators and Senate Banking Committee members on Tuesday signaled that additional regulation may be necessary in the rapidly growing area of virtual currency. Securities an...

The United States Supreme Court recently decided to revisit Quill Corp. v. North Dakota, which basically allowed states to collect taxes on online sales only from sellers that had a physical presence within their boundaries. Brick-and-mortar retailers for years have argued that the ruling puts them ...

The IT industry has been playing whack-a-mole since its inception. We've been applying sophisticated technology to our biggest business problems not once but repeatedly, as each new generation of technology offers and delivers order-of-magnitude improvements to our business processes. In some cases,...

User engagement with podcasts has been steadily increasing, and many listeners actually prefer longer-format content based on the results of Apple's Podcast Analytics.

Both the Department of Justice and the Securities and Exchange Commission have launched investigations into Apple. The company has said that it will respond to the federal inquiries. Apple faces allegations that it may have misled investors when it decided to throttle performance on older iPhone mod...

This is a call for resistance that has nothing to do with politics. It's coming from someone who unwittingly walked into a virtual jail cell that was disguised as a DirecTV contract. I'll be behind bars for another 23 months, and I'm counting the days. Please don't take this as a rant or as an attem...

Where does the discipline of CRM begin? We have a good idea where the software fits, but where does its impact end? With a sale? With a customer saying good things about your company to other customers? With a repeat purchase? And does CRM contribute to these events alone, or is there a web of other...

Those who follow security news may have noticed a disturbing trend. Late last year, we learned that Uber paid attackers $100,000 to keep under wraps their stealth of the personal information of 50 million Uber riders. More recently, we learned that Hancock Health paid approximately $55,000 in bitc...

In an open letter and a series of full-page ads in major newspapers, AT&T CEO Randall Stephenson on Wednesday urged Congress to enact an Internet Bill of Rights and to bring the Net neutrality debate to an end. Although AT&T supported the Federal Communications Commission's December vote to ...

In an open letter and a series of full-page ads in major newspapers, AT&T CEO Randall Stephenson on Wednesday urged Congress to enact an Internet Bill of Rights and to bring the Net neutrality debate to an end. Although AT&T supported the Federal Communications Commission's December vote to ...

In an open letter and a series of full-page ads in major newspapers, AT&T CEO Randall Stephenson on Wednesday urged Congress to enact an Internet Bill of Rights and to bring the Net neutrality debate to an end. Although AT&T supported the Federal Communications Commission's December vote to ...

Partnerships may be playing the role usually reserved for merger and acquisition activity in the CRM world right now. Generally a company makes a purchase when it wants to capture the benefits of another business' R&D or established market base. However, at the moment it appears that the desirab...