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What Salesforce Has Up Its Sleeve
June 11, 2014
Wearable computing hove into view in a big way this week when Salesforce.com announced Salesforce Wear, which enables developers to build new apps for teeny-tiny screens and devices that you, well, wear. Wearables is a market poised for takeoff. Last year, for instance, Apple cornered the world markets capturing all the copyrights to "iWatch," which I think was not a coincidence.
Salesforce Tries On Wearable Tech for Size
June 10, 2014
Salesforce.com is moving aggressively to carve out its own place in a hot emerging technology niche: wearable computing. With its new initiative, Salesforce Wear, it appears to be following its usual MO of co-opting technology in the consumer world and repositioning it for the enterprise. However, unlike social networking, wearable technology is still an iffy proposition among consumers.
What's the Future of Selling?
June 04, 2014
I think about the future -- perhaps too much. I recently read Jeremy Rifkin's new book, The Zero Marginal Cost Society: The Internet of Things, the Collaborative Commons, and the Eclipse of Capitalism, and it made me think about the future of work. Rifkin's thesis is that automation is taking on more and more jobs that once were thought to be the province of skilled labor.
Salesforce, MS Deal Could Put Mobile CRM on Steroids
May 30, 2014
Now "anyone can run their business from their phone," Salesforce.com recently promised when it announced its Salesforce1 Mobile App. Many company announcements tend to overpromise, and Salesforce has a tendency to be particularly exuberant, so I took it with the customary grain of salt. My skepticism vanished on Thursday, when Salesforce and Microsoft announced a global strategic partnership.
Report: CRM Is Going Strong
May 09, 2014
CRM software had a good year in 2013 with the category totaling $20.4 billion, a 13.7 percent increase from $18 billion the previous year, according to a report released this week by Gartner. Furthermore, the next few years are likely to be just as positive, if not more, the firm predicted. "CRM will be at the heart of digital initiatives in coming years," said Gartner Research VP Joanne Correia.
Sub-Ledger for the Hybrid Enterprise
May 07, 2014
There is a business problem that comes up in the life of every company, and these days it seems that a lot of companies face it at once. It's the question of how to transition from one business model to another without clobbering your current revenue flow. Even if a company's executives really want to change its model, there is always a faction that says, "not yet."
Don't Overlook the Mobile Searcher
April 15, 2014
The mobile browser is not dead, exactly, but if it were an animal it might be on the endangered species list. Mobile users are spending more time using mobile apps and less and less time surfing the Web from their mobile devices, based on recent statistics from Flurry. Apps took up 86 percent of the average U.S. mobile consumer's time online, or 2 hours and 19 minutes per day, the firm reported.
Mobile, Local Ad Spend Zooms Down Runway
April 11, 2014
After years of surprising the industry with its middling adoption, it appears that location-based mobile advertising is poised to come into its own. U.S. mobile local advertising revenues will reach $4.5 billion in 2014, up from $2.9 billion in 2013, according to BIA/Kelsey. Mobile local ad revenues will have more than tripled by 2018, reaching $15.7 billion, it projected.
Microsoft Beats the Customer-Centricity Drum at Convergence
March 04, 2014
Microsoft on Tuesday kicked off its Microsoft Dynamics Convergence 2014 conference with a keynote address by Executive Vice President Kirill Tatarinov, whose running theme was the need for the companies to be customer-centric to stay competitive. "Technology has changed the social fabric, transforming how we engage, connect and interact with one another," Tatarinov said.
Big Data and the Process Revolution
February 26, 2014
A wave of change is now making its way through the front office with uneven results. CRM is moving from a data capture and retrieval solution to something that supports end-to-end processes -- and as with ERP, data analysis is helping to improve what once were purely manual processes. The trick is in producing knowledge from data. Alone, data is useless.
The Travel Battle Rages On: May the Most Relevant Brand Win
February 25, 2014
The travel industry will increase 41 percent by 2016, making it worth $143 billion. With that much revenue on the line, booking sites are taking significant steps to ensure that they get their piece of the traveler pie. Brands no longer can offer experiences that are irrelevant to the end-user. Travel has become a user-centric industry, and the brand that serves up the most relevant content wins.
Customers' Comings and Goings Not Always Linked to Satisfaction
February 14, 2014
Which comes first -- a sector in which consumers have a lot of choices and can easily switch providers, or companies that are rigorous in their customer service policies and attitudes? A recent survey on customer service attitudes raises that question but doesn't exactly answer it. However, it does suggest there is a strong link between customer choice and customer service policies.
Mobile CRM's Great Big Internet of Things Challenge
January 30, 2014
Shortly after Google's $3.2 billion acquisition of Nest was announced, Nest CEO Tony Fadell felt obliged to clarify something for its users: Any changes to the company's privacy policy would be opt-in. Also, Nest would be transparent about those changes, he said. It's questionable whether Fadell can keep such a promise, though, unless it's written into the deal.
Marketing Automation Report Card
January 29, 2014
After two years of fairly hectic activity in the marketing automation space, it might be useful to ask where all the commotion has gotten us. Once a captive of finance, which was concerned with reeling in marketing's costs and rationalizing expenses with known -- or at least knowable -- benefits, marketing automation emerged in the last couple of years as a powerful tool.
Worried Retail Shoppers Bury Heads in Sand
January 28, 2014
Consumers are getting increasingly nervous over retailers' ability to protect their personal data -- yet they are not changing their shopping habits, according to findings from an AP-GfK poll. In the wake of the Target breach, nearly half of those surveyed expressed extreme concern about their personal data while shopping in stores, and 58 percent had deep worries about online spending.
T-Mobile Gives Customers No-fee Checking
January 23, 2014
T-Mobile USA on Wednesday launched Mobile Money, a money management application for smartphones that is meant to be used in conjunction with a reloadable T-Mobile Visa Prepaid Card. There is no charge for activation, monthly maintenance, in-network ATM withdrawals, or for replacing lost or stolen cards. There are also no minimum balance requirements.
Subscriptions in the Enterprise
January 22, 2014
Curiously, subscriptions and platforms have grown up together, even though neither is yet a necessary or sufficient requisite of the other. ZipCar and its ilk don't have formal platforms and the idea is not relevant to their models. Wireless vendors all have homegrown platforms -- primarily to run their Byzantine pricing and billing models -- and that's still off center.
Smart Marketing in a BYOD World
January 21, 2014
Bring Your Own Device, or BYOD, is an established trend at many U.S. enterprises, and it's likely to continue to grow. Mobile marketing is an established channel through which many U.S. companies reach customers and prospective customers -- and it also is expected to grow. Is 2014 the year the twain will meet? Will marketers begin targeting consumers at work?
Huge Growth in Store for In-App Mobile Messaging
January 16, 2014
In-app mobile advertising is expected to jump significantly between now and 2018, according to new figures from Juniper Research. Ad spend in this category will reach $16.9 billion by 2018, up from $3.5 billion last year, the consulting group found. Smartphones currently account for approximately 70 percent of in-app ad spend, Juniper said, but that ratio is expected to change.
The Year of...
January 15, 2014
There are some good reasons to consider platform's primacy in our thinking. Platform makes sense from both vendor and customer perspectives. For vendors, platform rebuilds the walled gardens that were prevalent back when compilers and databases drove things. For customers, platforms and their ecosystem partners offer a reasonably robust environment for doing most of their business processing.
The Top 20 CRM Blogs of 2013, Part 2: Rounding Out the List
January 14, 2014
It's no easy feat keeping a good CRM blog going, but I've been keeping track since 2007 of those that succeed. In Monday's column I presented the first 10 of this year's top 20 winners. Now, here are the other blogs you should be keeping tabs on. First up: Forrester, which has an array of bloggers -- I mean, analysts -- who cover aspects of CRM.
Salesforce1 Paves Way for Internet of Customers
January 10, 2014
Salesforce on Wednesday kicked off its Salesforce1 world tour in New York, touting the allure of the social, mobile and cloud customer platform to clients. Launched in November at Dreamforce 2013, Salesforce1 drove a 96 percent increase in mobile app active users and a 46 percent increase in active users of custom mobile apps, Salesforce maintained.
Omni-Channel Retailing Keeps Amazon in the Lead
January 09, 2014
A short while ago, few people had heard of omni-channel commerce, also known as omni-channel retailing. Today, however, if you were to ask most retail executives, you'd no doubt find that they are well-informed about the subject. In fact, our most ubiquitous brick-and-mortar retailer, Walmart, is currently quite immersed in this relatively new phenomenon.
9 CRM Companies to Watch in 2014
January 08, 2014
I'd like to say it's going to be a good year in CRM, and I firmly believe it, though I can't offer a single, all-encompassing reason for my optimism. There are plenty of small things that begin to add up, however -- in an earlier time, the metaphor might have been "straws in the wind." So what are they? First, the economy is looking better -- but that's faint praise.

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