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The Fine Art of Managing Inventory in an Omnichannel World
September 16, 2014
Change in the retail industry is occurring at such a breakneck pace that few retailers have the opportunity to take a moment to consider how emerging and disruptive trends are fundamentally transforming the business -- potentially making historical best practices outdated and irrelevant. In fact, a business concept that increasingly is becoming a focal point for many retailers is omnichannel.
If Google Were French
September 11, 2014
Europeans are relentlessly attacking Google: A German official called for its breakup, a French minister charged it was a threat to sovereignty, and a publisher compared it to a dragon, according to a report. Really? I would have thought the euro and the draconian austerity program needed to keep it functioning threatened sovereignty more than Google.
The 5 Worst Blunders of CRM-Destroying Execs
September 09, 2014
One of the CRM secrets to success is executive buy-in. That typically means the support of a high-level executive for the deployment and use of CRM technology. That executive often is an SVP of sales, or maybe a chief revenue officer or a CMO. The support of multiple executive roles is critical to implementing and supporting a CRM strategy. Having the buy-in of one executive is not enough.
Salesforce's Investment Bodes Well for the Mobile IoC
September 08, 2014
Salesforce.com's vision of the Internet of Customers is getting clearer, and it has a decidedly mobile orientation. The company on Monday announced the launched the Salesforce1 Fund -- a dedicated fund in its newly renamed investment unit, now called "Salesforce Ventures" -- that will pour $100 million into companies building mobile apps and connected products based on the Salesforce1 Platform.
Stop Missing the Big Goal
August 29, 2014
Why do you go to work each day? Some people may claim it's love of the work. What they do is so rewarding and wonderful that they'd do it for free. "Don't tell my boss!" they joke. Hardy-har. However, even the most fulfilled, self-actualized and altruistic person lives and works in a world where money talks. It takes money to keep a roof over your head and food on the table.
Comcast: Friendlier Attitudes Aren't Enough
August 28, 2014
Comcast has been trying to improve customer care. It has made some headway, but reliability is a big issue. I like Comcast people. During the last couple of years, their performance has gotten better. However, the quality of Comcast's service is still unreliable, at best, and problems just don't go away. Think of Comcast as a family-owned company that happens to be the largest in the industry.
Salesforce.com Engulfs Communities in Community Cloud
August 27, 2014
Salesforce.com on Wednesday announced the debut of the Salesforce1 Community Cloud. The product is launching as a new division for Salesforce.com, on par with its Sales, Service and Marketing Cloud offerings, said Lisa Hammitt, VP of business operations. Built on the Salesforce1 Platform, Community Cloud connects to Salesforce CRM and related business processes.
Amazon Aims to Skewer Google's Cash Cow
August 26, 2014
Amazon appears to be readying an advertising platform to compete with Google's AdWords. It reportedly has started talking up its new Amazon Sponsored Links platform with potential partners and is anticipating a launch later this year. Ads from the new platform would replace those from Google currently found on Amazon Web pages. They also would be sold outside the Amazon universe.
Comcast Really Does Hate Its Customers
August 25, 2014
We were treated to the customer support call from hell earlier this month when a couple of well-connected bloggers taped their call to Comcast attempting to disconnect from the service and posted it online. Apparently there has been a sequel. The clear lesson -- particularly from the second call -- is that if you talk to Comcast support you need to record the call if you don't want to get screwed.
Why Tesla Is the Best Car Company in the World
August 18, 2014
As an analyst in a market of experts, I'm known as a generalist, but if I have an area of particular focus, it is how to make customers love you. In the car space, there are two emerging vendors on the world stage: India's Tata, which now owns brands like Jaguar and Land Rover; and Tesla, the dominant provider of electric cars. Both companies are trying to make a dent in the world.
5 Big Data Marketing Myths
August 15, 2014
Big Data's legend has reached mythical proportions. Increasingly, it is described as a powerful solution that could resolve some of the world's most complex challenges, from terrorist strikes to curing cancer. It is still early days for Big Data implementation, however. Every industry and category is still working through how to best harness it. This is especially true in the advertising world.
Amazon Flows Into Mobile Payments Territory
August 13, 2014
Amazon has introduced Amazon Local Register to the mobile payment market, taking on such companies as Square and Paypal Here. The product is a combination of a secure card reader, which sells for $10, and a free mobile app. Together, they offer a platform that allows businesses to accept credit and debit card payments using smartphones or tablets. The product comes with customer support.
Yelping Back: Using Yelp to Turn Customers Into Fans
August 12, 2014
After writing a positive review of Roy's Hawaiian Grill on Yelp, Matt Siltala received a "thank you" from the company. It's that kind of active involvement with Yelp that Avalaunch Media President Siltala recommends to his clients. "I love Roy's Hawaiian Grill because it's done that for me," Siltala said. "It makes you love the brand even more and go back more and spend more."
Amazon Gives Disney a Swift Kick in the Shins
August 11, 2014
Amazon, which has for some time been locked in a battle with publishing giant Hachette over the pricing of e-books, has broadened the battlefield to take on Disney. It has stopped taking preorders of Disney DVD and Blu-ray discs. Amazon earlier this year stopped taking preorders for Hachette books. It also lengthened delivery times and reduced discounts for books published by Hachette.
Desk.com Support: Video Is the New Manual
August 11, 2014
Salesforce.com has debuted a new feature for its Salesforce Desk.com Support Center: video support for knowledge-based self-service offerings. Desk.com Video Support Center allows users to embed video content from any of the major video platforms in their online customer service offerings. There is also analytics support that allows companies to assess which videos are working well.
Flailing Barnes & Noble Turns to Google to Help Fend Off Amazon
August 08, 2014
Some Barnes & Noble customers in Manhattan, West Los Angeles, and the San Francisco Bay Area will be able to get same-day delivery of their purchases through Google Shopping Express, according to media reports that surfaced Thursday. Barnes & Noble CEO Michael Huseby described the teamup as a test and a way to increase book sales both online and from its brick-and-mortar stores.
Beacons Hit the Retail Spotlight
August 07, 2014
It was just six months ago that we saw what beacon technology could do on a wide scale. For Super Bowl XLVIII, the National Football League installed wireless transmitters in Times Square and at MetLife Stadium to send simple yet specific messages to smartphones: "bathrooms to the right," "snacks to the left," and so on. The deployment was considered a bold test for the nascent technology.
Hotel Bites Internet - Internet Bites Back
August 04, 2014
Online reviews are a modern-day fact of life for any company operating in the hospitality industry, but an Internet maelstrom erupted when one hotel's surprising response to that reality was brought to light. Namely, the Union Street Guest House in upstate New York threatened to charge those who booked wedding parties at the venue $500 for every bad review posted online by any of their guests.
Federal Judge Unswayed by Microsoft's Objections to Data Demands
August 04, 2014
Microsoft's objections to a court order requiring it to turn over a customer's emails held on a server in Ireland have been rejected. Judge Loretta Preska of the U.S. District Court for the Southern District of New York last week issued an oral ruling in the case, reportedly saying the Electronic Communications Privacy Act of 1996 authorizes such extraterritorial collections of data.
The Social Side of Big Data
July 31, 2014
The power of Big Data technology is being successfully applied to understanding such complex unknowns as consumer sentiment and even intent. That understanding then vastly improves how businesses manage their customers' experiences -- increasingly in real time. Fortunately, today's consumers are quite willing to share their intents and sentiments via social media.
The Retail Channel Is Dead - Long Live the Omnichannel
July 29, 2014
As Amazon's Fire Phone finds its way into consumers' hands, brick-and-mortar retailers are on guard. Amazon's new device is equipped with technology that seems to have been designed to take showrooming to new heights -- or depths, depending on one's perspective. The Fire Phone, in brief, has functionality that lets users scan an item they see in front of them or in a magazine.
Bringing Retail Into the 21st Century
July 29, 2014
Let's get one thing straight: E-commerce will not kill the physical retail store. Hold on, I hear you object, the digital world has utterly disrupted our shopping habits. We rarely enter a store without having researched the big-ticket items we want to buy. Much of our holiday shopping is done with a mouse click. When we do venture into a store, we rarely do so without clutching a smartphone.

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