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Are We There Yet? The Long Road to the CRM Revolution
April 17, 2014
They say you must walk before you can run. It follows that you should crawl before you walk. In CRM, however, there are a lot of businesses that talk at great length about wanting to run even though they haven't mastered crawling yet. They battle with the same old problems: adoption issues; technology decisions made before business needs are identified; lack of executive buy-in.
The Ultra High-Speed Internet Race Is On
April 17, 2014
Want to watch a new tech race? Keep your eyes on the new 1 Gbps ultra high-speed Internet race. Over the next few years, it will become one of the hottest races around. So who will the leaders be? Today, entrants like Google, AT&T, C Spire and CenturyLink already have started their race for the gold. First, it's important to understand this race, so let's pull back the camera.
Marketo's Show
April 16, 2014
Marketo put on an interesting show last week at Moscone West in San Francisco. Still basking in last year's IPO, the company attracted a large and diverse audience of marketers who wanted to learn about modern marketing automation, and it was a good opportunity to take stock of where marketing has been and where it is going. The impression I got was that modern marketing is in its early phase.
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.
Why Is It So Hard to Think Different?
April 14, 2014
I've been having an interesting week -- first, with AMD, which has returned to profitability and stopped chasing Intel's butt to do some rather interesting different things, like merging x86 and ARM technologies. Then, with IBM, which also realized that chasing Intel wasn't doing it any good. It chose an even more unusual path for its processors, making them "open."
The Cloud's Long Tail: Industry-Specific SaaS Solutions
April 11, 2014
A new wave of opportunities is emerging to create industry-specific Software as a Service and cloud computing vertical market solutions. A number of new examples of this phenomenon have crossed my radar over the past few weeks which clearly illustrate the long tail effect of the cloud. The most prominent recent example of SaaS verticalization has been Veeva's successful IPO.
Which Wireless Network Is Best for You?
April 10, 2014
Every couple of years, it's time to buy a new wireless phone -- and every couple of years, we go through the same decision-making process. What should be the most important part of that process? The answer is not in the advertising. It's not about choosing a phone. Rather, it's choosing the right network -- and there is a difference between major carriers. Which is best for you?
Setting Goals and Rewards
April 09, 2014
You should check out The Second Machine Age, by Erik Brynjolfsson and Andrew McAfee. It's a thoughtful analysis of the technology progression handed to us by Moore's Law and its effect on every aspect of our lives. Their thesis is simple yet powerful. Over the last 10 years or so, the pace of innovation has accelerated. Processes that were only imaginable before are becoming easy.
The Earth Is Moving Under the Smartphone Market
April 07, 2014
One thing that Apple made clear when it took the smartphone market away from then-dominant players Palm, BlackBerry and Microsoft is that to win you need to make big bets and change the battle. The market is now dominated by Apple and Google technology -- much of which Google doesn't control -- and Microsoft just swapped CEOs because the old CEO couldn't pull the needed rabbit out of his hat.
3 Ways to Source Ideas From Your Customers
April 03, 2014
The era of inbound marketing is upon us, but a great many businesses are fearful of it. Having worked as a magazine editor and a content marketer, I find the conversations very familiar: People who haven't written or who hate to write often fall back on the excuse, "I don't know what to write." A variation on that theme is people saying they don't know what their content should be about.
BlackBerry's Coca-Cola Moment
April 03, 2014
BlackBerry CEO John Chen is trying to turn the company's fortunes around, and something it has in common with Coca-Cola could help. This is something very important, if BlackBerry realizes it. It's something that if done correctly could help the company succeed once again. I have followed BlackBerry for many years, watching its ups and predicting its downs. I believe it can recover.
Transaction or Process?
April 02, 2014
After many years, I think I can boil down CRM to this: Vendors prepare for transactions but customers expect process. Of course, this demands elaboration and neither of these ideas is stationary. The desire for better processes evolves as customers and markets do, and transactions become more sophisticated as vendors play catch-up with their markets.
Doing the Mobile Payments Sync Dance
April 01, 2014
Two of the most hotly debated issues surrounding the future of m-commerce are these: 1) How quickly will it grow when consumers finally begin to accept the idea of a mobile wallet? and 2) When, exactly, are they going to start accepting it? There are myriad answers to those questions, including when security fears can be allayed, and when mobile payments offer more value than using a credit card.
Nvidia's ECS: Some Amazing Little Companies to Watch
March 31, 2014
Nvidia's Emerging Companies Summit, a place to check out some of the firms that could become the next breakout company, didn't disappoint this year. Among the highlights: A firm that could redefine advertising connected to Web pictures and videos; a company that could put your entire desktop and gaming experience in the cloud; and one that could help you actually hear that TV you see at a bar.
HTC Needs to Turn Up the Heat
March 27, 2014
HTC this week announced the HTC One M8, a new model of its flagship smartphone. When the HTC One made its debut last year, AT&T Mobility sent me one to test drive. I thought it was very well designed. However, what it had in substance, the HTC One lacked in brand recognition, marketing, advertising and public relations. Let's face it, HTC is not a well known and loved brand.
Using Feedback Loops to Manage Your Subscription Business
March 26, 2014
Everyone in business claims to want to listen to the voice of the customer. It's a noncontroversial issue, but the approaches are all over the map. There is little consistency -- and truthfully, many vendors do a poor job of it. Capturing customer feedback always has been a challenge for conventional vendors because they have to generate new processes to reach out to customers.
Rumor vs. Reality in Silicon Valley, Part 1
March 25, 2014
Like most small, inbred communities, Silicon Valley encourages and thrives on gossip, even when it's of little substance. In popular-speak, Valley gossip has a "low signal to noise ratio," but the rumor mill is vibrantly alive despite that shortcoming -- partly due to venture capitalists, whose efforts parallel the day-to-day business of technology.
Haunted Empire - Biased Author or Biased Readers?
March 24, 2014
What really surprises me about the book Haunted Empire, which predicts the decline of Apple, isn't that Apple fans don't like it. That's a given -- Apple fans only want positive books and stories. It is the level of effort that has gone into killing it, and how much that apparently has accelerated sales. There is an old saying: The only thing better than bad publicity is no publicity.
Digging Deeper Into CRM Data
March 21, 2014
CRM is sometimes described as the place where all your customer data resides. That's a nice image -- all that helpful data, chilling in its own hangout. That data works for you, though -- if you're just storing it, it isn't helpful. It's important to think about what you want to do with and learn from that data. We talk a lot about what we want to do -- less about what we should learn.
Why Didn't Fliers on Malaysia Airlines Flight 370 Call or Text?
March 20, 2014
There has been quite a bit of speculation on the loss of Malaysia Airlines Flight 370, but many important questions have not been answered. One that many people are wondering about is this: Why didn't anyone on board that plane call or text message anyone? During the last week I have appeared on many news shows -- NBC, CNN with Wolf Blitzer, FOX News with Megyn Kelly, and an assortment of others.

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