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Developing Customer IP
March 19, 2014
Sales people have been demanding better leads for a long time, and marketing today is in a position to provide them. At the same time, marketers have discovered that the kind of data they collect is as important as its volume. Marketers need to provide rich prospect profiles that answer many of sales people's most important questions: Is there a need? a budget? an executive sponsor?
Target Missed Bull's-Eye in Data Breach
March 14, 2014
Target acknowledged Thursday that it put information on a back burner that led to the compromise of more than 100 million customer records. "We learned that after these criminals entered our network, a small amount of their activity was logged and surfaced to our team," said spokesperson Molly Snyder, which "determined that it did not warrant immediate follow up."
Marketers, Start Your Engines
March 13, 2014
The connected car may be zooming into the mainstream: Apple has officially entered the market. The debut of CarPlay comes nearly a year after Apple first previewed iOS in the car, tweaking the platform to move Siri, Maps and other services to the dashboard. Apple showed off CarPlay and announced new partners Ferrari, Mercedes-Benz and Volvo early last week at the Geneva International Motor Show.
Report: US Tech Titans Making Bank From Offshore US Treasury Securities
March 13, 2014
Apple, Microsoft, Google and Cisco have accumulated enormous amounts of money via interest payments from the U.S. government, according to a report from the UK's Bureau of Investigative Journalism. The companies together hold $163 billion in U.S. government debt. Of that $163 billion, $124 billion is in U.S. Treasury securities, much of which is held offshore.
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.
Target Reels From Customer Data Breach
February 26, 2014
Target reported financial results for the quarter during which it suffered a high-profile data breach, revealing how badly the company was stung by the security lapses. In the three months ending Feb. 1, net earnings dropped by 46 percent compared with the year-ago fourth quarter, from $961 million to $520 million. Profit dropped by more than 40 percent from the same period a year earlier.
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.
Amazon and Apple's 'Tough Slog' on Madison Avenue
February 21, 2014
Amazon and Apple just can't seem to catch a break with the advertising elite on Madison Avenue. In fact, advertising sales are a "tough slog" for both companies, mourns a feature published this week. The problem? Apple and Amazon won't reveal enough information about their customers. This is the best news I've heard all year. In fact, it just reinforces my loyalty to both companies.
Transition State
February 20, 2014
The CRM market appears to be experiencing a transition state -- something betwixt and between, a time of high energy and great possibility, above all a time of change. A ball bouncing around a spinning roulette wheel is in a transition state; chemical reactions go through transition states as reactants become products. The key concept is indeterminacy.
Microsoft Dynamics CRM Gets a Fuel Injection
February 18, 2014
Microsoft on Tuesday unveiled a set of Microsoft Dynamics CRM features that will be generally available in the second quarter of this year. There are three main areas of change in this latest iteration: new marketing functionality; enhanced customer service options; and the introduction of a unified service desk for call centers. There are also additional social listening features.
Completeness Is the New Black
February 12, 2014
Are we collecting enough data? It seems like a weird question given the glut of it at most companies, and perhaps it is. Perhaps a better question is, are we collecting the right data? We could get into a long philosophical discussion of just what the right data is, but that would only happen if we made the mistake of thinking all data was the same.
Looking for Customer Love in All the Right Places
February 07, 2014
If you're a vendor, the idea of providing visibility is a winning notion. It's what's driven social CRM-related software tools and analytics to their current prominence within the market, and it's why the "Internet of Things" is so alluring. The problem that these technologies purportedly solve is a lack of visibility -- that is, the inability to understand what's going on with customers.
An SMB's Guide to PCI 3.0 Penetration Testing
February 04, 2014
By now, if you're an IT professional and you're in an organization that has PCI-DSS in your scope -- that is, you store, process or transmit credit card data -- you probably already know that an update to the standard, Version 3.0, was released late last year. With this update come a few changes to the technical measures that organizations handling credit card information must implement.
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.
DoJ Throws a Couple of Bones, Tech Firms Back Off
January 28, 2014
The U.S. Department of Justice on Monday announced two new options for tech companies to report on government requests for information about their customers. In response, Google, Microsoft, Facebook, LinkedIn and Yahoo withdrew their lawsuits against the Foreign Intelligence Surveillance Court over the issue. The five said they would "continue to encourage Congress to take additional steps."
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.
Neiman Marcus Alerts Customers to Hack Attack
January 24, 2014
Neiman Marcus has announced that some 1.1-million customer credit and debit cards may have been exposed in a hack attack. The retailer was first alerted to the intrusion at the beginning of the year. It appears that "sophisticated, self-concealing malware" able to obtain payment card information was active in the company's systems between July 16 and Oct. 30, 2013, CEO Karen Katz said.
Privacy Board Urges Shutdown of 'Illegal' NSA Data Dig
January 23, 2014
The United States National Security Agency should end its controversial bulk telephone metadata collection program, recommended the Privacy and Civil Liberties Oversight Board. The board's report, issued Thursday, says Section 215 of the U.S. Patriot Act, which provides the foundation for the NSA's authority, "does not provide an adequate legal basis to support the program."
Nest CEO Promises to Preserve Privacy
January 21, 2014
Nest CEO Tony Fadell took on one of the many lingering questions about Google's $3.2 billion acquisition of the company: What will become of its privacy policy? Any changes to Nest's privacy policy will be opt-in, and the company will be "transparent" about those changes to its users, Fadell promised. This assurance from Fadell is almost as significant as Google's acquisition of Nest.
Wife of Indian Minister Dead After Exposing Husband on Twitter
January 20, 2014
The wife of Shashi Tharoor, an Indian minister and member of parliament, was found dead in a luxury hotel in New Delhi days after exposing her husband's alleged infidelity via Twitter. The cause of death is not known, but a forensic expert reportedly dubbed it a "sudden, unnatural death." Private messages between Tharoor and a Pakistani journalist popped up on Tharoor's Twitter account Wednesday.
PowerLocker Takes Ransomware to a New Level
January 13, 2014
Up to now, the malware program CryptoLocker has been king of the ransomware roost, but PowerLocker may present a new challenge. "It has some interesting countermeasures to thwart researchers," said Harry Sverdlove, CTO of Bit9. Among those countermeasures are the ability to determine if it's running on a virtual machine -- and if so, to alter its behavior.
Other Shoe Drops in Target Customer Data Breach
January 10, 2014
The security breach that initially appeared to affect as many as 40 million customers may put many more at risk, Target revealed Friday. In addition to accessing those customers' payment card data, hackers stole the names, mailing addresses, phone numbers or email addresses for up to 70 million people. The personal data theft was uncovered in the investigation of the payment card data heist.
Was 2013 the Run-Up to Nineteen Eighty-Four?
December 23, 2013
It is time to look back on 2013 and consider what we've learned about technology and human nature. Both Apple and Dell were massively changed, and Google went from a company that wanted our private information to one that wanted our jobs. The U.S. government decided, through the NSA, that laws don't apply to it. Those who brought this to our attention got big punishments.
5 Winning PCI 3.0 Ways
December 21, 2013
As most security and compliance pros already know, PCI 3.0 is now officially out. The specific changes it includes have already been covered in quite a bit of detail elsewhere in the industry press, so I won't cover them all again here. However, one area that is often less discussed is how to use these changes to carve out resources for things that also have benefits more generally.

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