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Steamed Over Steam
February 24, 2017
Where would the PC gaming market be without Steam, the digital distribution platform that was developed by Valve Corporation more than a decade ago? It likely would be in worse shape than it is now, but that's not to say it would be bad. First, despite the repeated cries that "PC gaming is dead," the state of PC gaming is actually pretty good and PC gaming is very much alive because of Steam.
Social Marketing Grows Up
February 23, 2017
Before there was experimental data to support various contentions, it made perfect sense to believe that the likes and endorsements posted to friends on social media would drive more business. After all, didn't we all subscribe to the idea that a disgruntled customer would tell many more people about a brand's shortcomings than a happy customer would sing its praises?
GE Digital VP Beena Ammanath: For Most Women, STEM Is an Uphill Battle
February 23, 2017
Beena Ammanath is VP for data and analytics at GE Digital. She has worked in the data analytics field for more than 20 years and serves as board director at ChickTech, a nonprofit dedicated to recruiting girls and women into the tech workforce and retaining them once they're there. Ammanath also serves on the Cal Poly Computer Engineering Program Industrial Advisory Board.
Facebook Puts More Work Into Social Networking
February 21, 2017
Facebook last week launched new features for advertising job openings on the network. Although many companies already have been using Facebook to find workers, the new functionality formalizes its job search capabilities, the company said. U.S. and Canadian businesses can use the company's new jobs bookmark to list open positions and allow users to apply directly from the site.
Could IBM's Watson Fix President Trump?
February 20, 2017
President Trump offers a good emulation for a future artificial intelligence system, suggests a column I read earlier this month, and his presidency may be an early warning of what could happen if we should fail to think through its training and information sources. Cathy O'Neil, the author of the piece, compares artificial intelligence to human intelligence that is mostly id.
Oro CEO Yoav Kutner: Getting a Sense of Your Customer
February 16, 2017
One of the most noticeable recent trends in CRM is that "there are a lot more companies looking for tools to centralize data," noted Oro CEO Yoav Kutner. "We're seeing multichannel businesses that interact with customers both through a brick-and-mortar and through multiple touchpoints. That data has to be collected someplace so they understand how they're doing with their customers.
Watson Joins Cybersecurity Warriors' Ranks
February 16, 2017
IBM this week announced Watson for Cyber Security, a powerful new ally for organizations that want to protect their data from Net marauders. The new offering bolsters the ability of information security pros to analyze the flood of information from the roughly 200,000 events that pour into their Security Operations Centers, or SOCs, every day. As much as 80 percent of it is unstructured data.
Apple's Cook Blasts 'Mind Killing' Fake News
February 15, 2017
Apple CEO Tim Cook has called for a campaign against fake news. Its purveyors -- largely interested only in getting the most clicks -- are defeating the people who are trying to tell the most truth, he said. Fake news is "killing people's minds in a way," Cook remarked. The worldwide epidemic of fake news requires a crackdown by both government and tech, he suggested.
Output vs. Outcomes
February 14, 2017
How many times have we been lulled into complacency over getting a project or a product done but not necessarily well received, because it was someone else's gig? This is a great reminder that the job isn't done simply because we produce something and shove it out the door. It's also a cue to pay close attention to what our CRM systems tell us. Our concept of a product has changed.
Twitter Investors Bail Following Bleak Q4
February 10, 2017
Twitter's share price plunged 12.3 percent, closing Thursday at $16.41 after the company released its Q4 2016 financial report. It fell further on Friday, trading at $15.54 mid-day. On the bright side, daily active usage grew for the third consecutive quarter and strong growth is expected to continue, the company said. Active monthly users in Q4 totaled 319 million, up 4 percent year over year.
Can Former Amazon Fire TV Exec Save Apple TV From Itself?
February 9, 2017
Apple has hired Tim Twerdahl, the former head of Amazon's Fire TV unit, in an effort to revive its struggling Apple TV business, which has been losing market share to rival streaming content services. Twerdahl reportedly joined Apple this month as VP in charge of product marketing for Apple TV, and the company shifted the unit's former head to a post responsible for negotiating content deals.
Winning the Sales Talent War in the Big Data Era
February 8, 2017
Had a hard time hiring sales talent lately? You aren't alone. And guess what? It's only going to get worse! There are a lot of headwinds confronting sales recruiters these days. Among the strongest: The number of sales jobs is projected to grow 18.8 percent between 2010 and 2020, according to the Bureau of Labor Statistics -- so you're facing stiffer competition for talent.
Amazon to Build $1.5B Prime Air Cargo Hub in Kentucky
February 4, 2017
mazon, which has moved forward aggressively in recent years to take control of its retail distribution chain, this week announced plans for a $1.5 billion Prime Air cargo hub in Kentucky. Amazon already employs more than 10,000 people at 11 fulfillment centers in the state. The company received about $40 million in government incentives to base its new air cargo hub in Hebron.
EC to Take a Hard Look at E-Commerce Practices
February 3, 2017
The European Commission on Thursday announced three separate investigations into online pricing and other sales practices that may have breached EU antitrust rules. The EC investigations will assess whether consumers were able to enjoy cross-border choice when it came to buying video games and consumer electronics, and making hotel accommodations online.
Calling Facebook Customer Service? Beware of Fraudsters
February 2, 2017
Googling for a Facebook customer support phone number may connect users with fraudsters. A fraudulent number reportedly appeared not only as top result in a Google search, but also as a featured snippet -- that is, highlighted in a box at the top of the search results. An investigator who called the number, posing as a Facebook customer who had been locked out of his account.
Personalization, Simplicity Key to Smart Home Device Adoption
January 26, 2017
Continued innovation and messaging are crucial for smart safety and security device manufacturers that want to capitalize on new opportunities in the emerging Internet of Things. Early adopters of smart devices are often drawn to the innovative design and technological gadgetry. However, mass market adoption depends on clear and compelling value propositions that appeal to the masses.
Google Gets Rid of 1.7 Billion Bad Ads
January 25, 2017
Google removed 1.7 billion bad advertisements from its various sites in 2016, more than double the prior year's totals. Google took several steps to crack down on the deceptive advertising, including updating its policies to protect users from "misleading and predatory offers." It also beefed up its technology to help identify misleading ads and remove them.
Top CRM Blogs of 2016: Countdown, Part 2
January 24, 2017
There's something to be said for consistency. Baseball Hall-of-Famer Tony Gwynn hit over .300 19 years in a row. The swallows have returned to Mission San Juan Capistrano every year since 1812. Richard Belzer played Detective John Munch in nine different television series over 23 years. Doing things well for a long time should earn you some attention for your efforts.
New FCC Chair Ajit Pai Vows to Kill Net Neutrality Rules
January 24, 2017
President Donald Trump on Monday named Ajit Pai chairman of the FCC. Pai, who has been a Republican commissioner for the agency since 2012, replaced Tom Wheeler, whom President Obama appointed to the top post in late 2013. With the new administration, Republicans gain the expected majority of the commission. Pai has been known to be a foe of former President Barack Obama's Net neutrality rules.
Why Companies Botch Customer Care
January 19, 2017
Do your customers come first? Companies spend a fortune to win and keep their customers. They advertise and market their products and services like crazy. Because of that cost, you would think every company would want to keep its customers happy. It's more cost-effective to keep an existing customer than to win a new one. If that's the case, why do some companies screw up customer care so badly?
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.
Did BuzzFeed Just Commit Suicide?
January 16, 2017
Remember the oldie, "You Don't Mess Around With Jim"? The chorus goes like this: "You don't tug on superman's cape, You don't spit into the wind, You don't pull the mask off that old lone ranger, And you don't mess around with Jim." One of the lessons we learned last year is that what goes for "Jim" likely also goes for Peter Thiel, who is one of President-elect Donald Trump's leading supporters.
Top CRM Blogs of 2016: Countdown, Part 1
January 13, 2017
In a year when it seemed that CRM continued to blur into other technologies -- AI, the IoT, analytics, predictive tools -- there was no shortage of things to blog about. However, only a few bloggers really captured what was going on in CRM in 2016 and reflected the evolution of the technology in their own unique ways. Doing that is a great way to land on our list of the 20 Best CRM Blogs.
Amazon Growth Spurt to Create 100K New Jobs
January 13, 2017
Amazon on Thursday announced it will create more than 100,000 new jobs across the United States over the next 18 months, ranging from entry-level opportunities to positions for engineers and software developers. All will be full-time jobs with full benefits. Many of the jobs will be in new fulfillment centers currently under construction in Texas, California, Florida, New Jersey and other states.
Instagram Stories to Feature Video Ads
January 11, 2017
Instagram on Wednesday announced that businesses will be able to place immersive, full-screen video ads in its Stories feature, which has attracted 150 million daily users since its launch five months ago. Further, Instagram Business Tools will include insights on stories, which will allow business users to view the reach, impressions, replies and exits for each individual story.
Medium Slashes Staff, Aims to Fix 'Broken' Model
January 6, 2017
Medium, the once-promising platform led by Twitter cofounder Ev Williams, is losing about a third of its workforce and will undergo a radical overhaul to fix what the CEO called a "broken" business model -- advertising-supported online publishing. Williams touted the company's successes in a post announcing the layoffs, but said that change was needed to address several major business shortfalls.
Bitcoin Rides the Uncertainty Wave
January 4, 2017
The price of bitcoin soared to a new three-year high on Monday, surpassing the $1,000 mark for the first time, in response to economic and geopolitical uncertainty in China following the U.S. presidential election. The price of bitcoin stood at more than $1,025 in late trading on Tuesday, after rising to nearly $1,030. The market cap was $16.49 billion, according to the CoinDesk index.
Engagio CEO Jon Miller: How to Land a Whale
January 3, 2017
"Traditional demand-based, lead-based marketing is like fishing with a net," said Engagio CEO Jon Miller. "You run campaigns and marketing programs, and stuff comes out the other end. What the account-based world is all about is that you have a list of names, but you don't wait around to see if those big fish swim into your net. Instead, you go fishing with spears."
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.
2017: AI's Coming Out Party
December 20, 2016
AI will be having a big coming out party in 2017. While there are plenty of opportunities in this space for workers, executives, investors and partners, not every company that uses the term "AI" in its marketing will become a serious winner in the field. As advanced as AI is -- and I have seen some technology that would blow your socks off -- not every company is created equal.
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