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A Lot to Like in the Midwest
October 01, 2014
There was a lot to like at Salesforce ExactTarget's Connections 2014 user conference in Indianapolis last week. Now all that's needed is a shorter name. The words "marketing cloud" need to be fitted in there too, but I forget how. Perhaps it's ExactTarget's Midwest roots, but I can see a genuine concern for the customer emanating from the ExactTarget Marketing Cloud and it plays well.
Give the Gift of Social Customer Service
September 30, 2014
Snow flurries and the smell of pine needles. Eggnog and hot apple cider. Gingerbread men and latkes. Stockings and dreidels. Ornaments and menorahs. Trips to see family, and... visits to the customer service department? The holiday season is upon us, and it isn't complete without a customer service interaction or two. Remember when there was an actual customer service counter in department stores?
AmazonFresh, USPS Could Be Marriage Made in Heaven
September 25, 2014
Commission for approval of a two-year test that would expand its collaboration with AmazonFresh, a service that offers same-day delivery of perishable groceries and other items. The postal service said the expanded test could bring in revenue of more than $10 million a year. The USPS has been collaborating with Amazon for years. It has delivered books, movies and consumer electronics.
The Growing Allure of E-Commerce Systems Integration
September 24, 2014
The power of e-commerce lies in the simplicity and ease of use delivered to customers. Giving customers the ability to quickly find a product, buy it and have it delivered -- without visiting a store or even speak with a salesperson -- lets companies sell on a massive scale with little overhead. However, behind the simple purchasing process that the customer sees is a very complex set of systems.
Giving Your B2B Customers an Experience That Fits
September 23, 2014
Just as businesses used to fool themselves into believing they controlled the customer conversation, many businesses today think they define the customer experience. They think that by assembling the right combination of processes, environment and people, they can develop an experience that will delight the customer. The B2B customer, however, typically has a well-defined experience in mind.
Jive Software Tightens Its Connections
September 22, 2014
Jive Software recently unveiled upgrades to its Summer Cloud release of its two flagship products -- the Jive and JiveX communication and collaboration suites. There has been a slew of improvements to both suites, ranging from better UIs, mobile optimization and third-party integration to new community management tools. In particular, there has been a great deal of energy around JiveX.
FTC Gives E-tailers Bad Shipping News
September 18, 2014
The Federal Trade Commission has updated a longstanding rule governing mail- and phone-based retailers to explicitly include e-commerce vendors as well, meaning that online retailers now must abide by a 30-day shipping requirement or refund customers' payments if they can't. Merchants in violation could be sued by the FTC for injunctive relief or monetary civil penalties.
The Wearables Revolution
September 18, 2014
The wearables market heated up last week with Apple's introduction of its Watch and Apple Pay, and the implications for CRM are interesting. First off, the announcement shows how very young the wearables marketplace is and how far it has to go. Second, even though wearables are by nature devices intimately connected to us and our motivations, they are still devices, which should concern us.
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.

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