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Adaptive Intelligent Applications
January 18, 2017
At OpenWorld, Oracle jumped into the AI and machine learning space for its CX products, aka CRM, and other applications, like HCM, with an interesting difference -- a huge data store to help educate the algorithms that work for you. Machine learning depends on data about prior situations that the learning algorithms can use to get smart about a situation. Ten examples are good, 100 are better.
2016: The Year That Was
December 26, 2016
2016 really was a year like no other. We had yet another election defined by the misuse of analytics -- and folks seem to be getting worse rather than better at this. We had a rush to robotics, particularly self-driving cars, and some firms even leaped ahead to self-flying, people-delivering drones. We had a wave of fake news, mostly paid for by Google, because that company has no compass.
Radius CEO Darian Shirazi: Solve for Data Decay
December 19, 2016
"One of the interesting things about CRM and marketing automation is that most of these systems have poor data quality," said Radius CEO Darian Shirazi. "Typically, customers buy data lists or get inbound leads, and the information associated with those accounts, opportunities and leads ends up decaying quickly and being inaccurate. The problem is keeping that information up-to-date."
CrateDB Launches Machine Data Innovations
December 14, 2016
Crate.io has announced the general availability of the first non-beta release of CrateDB 1.0, an open source SQL database that enables real-time analytics for machine data applications. CrateDB is an SQL database alternative to NOSQL machine data management solutions. It gives mainstream SQL developers access to machine data applications that previously were available only using NoSQL solutions.
LinkedIn Begins New Chapter Under Microsoft's Wing
December 13, 2016
Microsoft last week closed its $26 billion acquisition of LinkedIn. LinkedIn will remain a separate company and Jeff Weiner will continue as its CEO, but he now reports to Microsoft CEO Satya Nadella. Integration of the companies' products is under way. Among many other things, a user's LinkedIn identity and network will be made available in Microsoft Outlook and the Office suite.
Aptean SVP Matt Keenan: CRM Needs to Be Intuitive
December 5, 2016
There are three significant trends in CRM right now, according to Matt Keenan, SVP of Aptean's product group. "The first is the rapid evolution of human-system interaction. Gone are the days of sitting in front of a laptop and interacting with CRM. Customers are looking for multiple channels. The way people are interacting with applications and data is evolving radically."
Qualitative Data - the Other Stuff
December 2, 2016
We've become obsessed with big data and analyzing it, though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. In fact, quantitative data is but one kind of data, and the information it provides gives a one-dimensional view of the world. It's not wrong information -- just incomplete.
New Subscription Economy Index Is an Eye Opener
November 23, 2016
Since its founding in 2007, Zuora has been the champion of the subscription economy, as a differentiator for companies that sell products as services and have to bill and collect monthly rather than engaging in a single one-time transaction. Few people realize how complex it is to run a business that requires customers to pay little up front but more over time. The billing, finance and commerce implications can be profound.
AvePoint CEO TJ Jiang: Innovation Through Collaboration
November 3, 2016
The latest CRM trends "are part of the whole movement toward digitization of the workforce," said AvePoint CEO TJ Jiang. "We see much more integration and automation in the CRM space. We've been working, for instance, to digitize a social welfare organization, where caseworkers will go in the field to service underprivileged children. ... Historically, it's all been paper-based."
The End of Marketing
October 27, 2016
This is going to be political but you won't be able to tell which side I'm on. You might ask, why on Earth would I get involved even tangentially in politics right now? The simple answer is that it impacts CRM and I have a viewpoint -- but as I say, I'm not picking or revealing a side. I've been doing research in business agility lately -- a fascinating area that soon will impact CRM.
Social Media Analytics, Meet Big Brother
October 26, 2016
The ACLU recently uncovered evidence that led Twitter, Facebook and its Instagram subsidiary to stop sharing data with Geofeedia, a firm accused of improperly collecting social media data on protest groups, and sharing that information with numerous law enforcement agencies. Geofeedia, a developer of location-based analytics, had been marketing its technology to law enforcement agencies.
Aviso CEO K.V. Rao: Humans, Machines and Magic
October 14, 2016
"CRM is a mature industry, but it's fundamentally not moving the needle for the user, for the subscriber -- the sales rep or manager. It's fundamentally recording your activities, but it doesn't really let you commit with confidence to drive the right outcomes," said Aviso CEO K.V. Rao. Predictive analytics "can help you find the right content faster. That's what the state-of-the art is for sales.
Big Data and Analytics: Creating New Value
October 14, 2016
The massive amount of data available from connected devices creates an unprecedented opportunity for increased optimization of products and services -- and, consequently, revenue. The deep investment in big data gathering and analytics is fueled by an ability to create added value for companies based on actionable business insights, and for consumers by providing lifestyle benefits.
Rethinking Business Process Reengineering in the Cloud
October 12, 2016
Nearly 25 years ago, Michael Hammer and James Champy coauthored one of the most influential business books of the period, Reengineering the Corporation: A Manifesto for Business Revolution, anticipating some of the important changes that lay ahead. The corporate world was trying to cope with the growing pressures of globalization and the advent of personal computing.
Surviving the Internet's Troll Apocalypse
September 29, 2016
Social media has sharpened humans' age-old appetite for public shaming, providing a stage and unlimited seating for an endless stream of immorality plays. Those who share even the simplest identifying details about themselves are vulnerable to being pushed into the glare of the spotlight. Anonymity frees many individuals of the consequences they might face offline for being abusive to others.
Bullhorn CMO Gordon Burnes: We're Going to Flip the CRM Paradigm
September 27, 2016
"I dare you to find a sales person or account manager who enjoys spending the last 45 minutes of the day inputting data into the CRM system," said Bullhorn CMO Gordon Burnes. "A lot of companies are facing the CRM adoption challenge. Why is it that this account record doesn't have much data in it? When was it that the account manager last visited? That information just doesn't get into CRM.
Sales Tech's Forgotten Byproduct: Employee Happiness
September 13, 2016
Why do companies invest in CRM, sales performance management software, business intelligence, and every other component of the customer-facing technology stack? The obvious response is ROI. CRM paid back $8.71 for every dollar invested in it, Nucleus Research reported way back in 2014. Business analytics applications were delivering $13.01 in value for every buck spent on them.
Dreaming Up Einstein
September 10, 2016
Salesforce isn't waiting for Dreamforce to begin the drumbeat over its AI offering called "Einstein." There is so much to discuss about this turn of events that it's hard to begin, so rather than starting at a conventional jumping-off point I'll start with the name. You couldn't have lived at any point in the 20th century and not have some idea of who Albert Einstein was.
Gryphon SVP Eric Esfahanian: Accuracy Is Paramount
September 8, 2016
It's surprising how much inaccurate data lives in many CRM systems, observed Eric Esfahanian, SVP of Gryphon Networks. "CRM is naturally a good source for analytics and sales intelligence if the data that lives within your CRM is automated, accurate, and something that you can reliably make decisions from," he said, and the key to accuracy is automation.
Einstein to Make Dreamforce Appearance
August 25, 2016
Salesforce plans to unveil Einstein, an artificial intelligence product, at next month's Dreamforce 16. Einstein integration will give Salesforce's sales, service, marketing, collaboration and e-commerce products predictive suggestion and insights capabilities. It will serve as a new nerve system across the entire business. AI is key to Salesforce's future, CEO Marc Benioff has emphasized.
WhatsApp Shaves Off a Little More Privacy
August 25, 2016
WhatsApp on Thursday announced an update to its terms and privacy policy -- the first in four years. Among other things, the changes will affect the ways users can communicate with businesses while continuing to avoid third-party banner ads or spam messages, according to the company. However, WhatsApp will begin to share some personal details about its 1 billion users with Facebook.
Pegasystems CTO Don Schuerman: Trust the Technology
August 23, 2016
Customers may not understand the processes that drive their experiences, and they're not eager to look under the hood, suggested Don Schuerman, CTO of Pegasystems. "The contemporary customer doesn't really care about CRM. They care about the experience they have, and in most cases they know little or nothing about the fact that there's a technology behind the scenes called CRM.
The Linux Foundation Gives PNDA a Home
August 18, 2016
The Linux Foundation on Tuesday added PNDA -- the Platform for Network Data Analytics -- to its project menagerie. PNDA provides an open source, scalable platform for next-generation network analytics. It integrates data from multiple sources on a network and works with Apache Spark to crunch the numbers in order to find useful patterns in the data more effectively.
Salesforce Reels BeyondCore Into Its Cloud
August 17, 2016
Salesforce has inked an agreement to acquire BeyondCore, a data analytics firm that already has integrated its latest release with Salesforce, the companies said Monday. BeyondCore will become part of the Salesforce Analytics Cloud, extending smart data discovery and advanced analytics capabilities across the entire Salesforce Customer Success Platform, said BeyondCore CEO Arijit Sengupta.
Intel Snaps Up Nervana to Jump-Start AI
August 16, 2016
Intel last week announced the acquisition of startup Nervana, in a bid to enhance the company's capabilities in artificial intelligence and deep learning. Nervana jumped out of the gate at its 2014 launch with a robust platform for deep learning, a framework called "Nervana Neon," and the Nervana Engine -- a groundbreaking ASIC chip scheduled for introduction by the first quarter of 2017.
Feds Make Big Strides in Big Data Management
August 15, 2016
U.S. government agencies gradually have been getting a handle on utilizing the potential of big data and data analytics. At the same time, the Obama administration has recognized that significantly more investment will be required for federal big data research in order to guide agencies toward maximizing the value of processing huge chunks of data and improving their data analysis capabilities.
CFB Strategies Cofounders Anderson and Vaillancourt: Catching Up With CRM
August 12, 2016
CRM innovations in recent years have had a significant impact on campaigns and nonprofit organizations, according to CFB Strategies President Trace Anderson. "Traditionally in the campaign world, it was an old-school mentality of just collecting checks," he said. "Even when I started working in politics, from 2006 to 2008, everything was done by hand."
The 4 Fundamental Attributes of Customer Loyalty, Part 4
August 10, 2016
If you want to succeed at engaging customers, or anyone else for that matter, it helps to have a model of what success looks like. This idea isn't new. Elite athletes train themselves to see a perfect race in their mind's eye, or to imagine the arc of a ball to its flawless conclusion. Scientists model physical and chemical reactions that occur at a scale too small to view directly.
The Internet of Medical Things, Part 2: Devices and Apps
July 12, 2016
Concerns have been multiplying in the United States over the creaks of a medical infrastructure that's bearing the weight of an aging population. Current and upcoming members of the over-65 club are helping to drive a new age in healthcare, in which devices connect patients with caregivers, things get even smarter, and machines get even better at learning what sensors are saying.
Salesforce Wraps Up Demandware Acquisition
July 11, 2016
Salesforce on Monday announced it had completed its $2.8 billion acquisition of e-commerce cloud software platform Demandware. The deal "gives Salesforce the e-commerce piece to compete against Oracle, which already has e-commerce capabilities, as well as SAP," said Rebecca Wettemann, VP of research at Nucleus Research. "It also gives Salesforce a cloud transactional platform for B2C purchases."
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What's most likely to cost a company your customer loyalty?
a major product fail
major unethical corporate behavior
public advocacy of social or political views I oppose
a really bad customer service experience
stagnation -- I'm attracted to innovation
none of the above -- I'll stick through thick and thin