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Mainstream Industries Form IoT Vanguard
March 9, 2016
Although the consumer implications of the IoT have generated plenty of public attention, the real growth in the embryonic market is coming from less visible industrial environments and business applications. The early IoT advancements may come as a surprise to some, but in these industries, organizations moving quickly to deploy more connected products and services makes sense.
Generation Customer: Defined by Attitude, Not Age
March 7, 2016
I hate the idea of chopping our population into generations: the Greatest Generation, the baby boomers, Generation X, Generation Y, millennials and so on. The assumption is that everyone born during an arbitrarily selected time period shares certain traits. It also results in people projecting ideas -- often romantic ones -- onto huge groups of people.
One of Amazon Echo's Babies Might Outshine the Parent
March 7, 2016
Amazon launched two new versions of Echo last week: the Echo Dot and the Amazon Tap. I've actually had the chance to look at both, and they flesh out the line nicely -- but I think the Dot actually could outshine the original Echo. I'll share some of my reactions to both devices and speculate about what could come next as Amazon expands this product line.
Gadget Ogling: Playful Projectors, Star Wars Sounds, and Spotify-to-Go
March 1, 2016
Sony's Xperia Projector Concept turns any surface into an interactive display. One can, for instance, check the latest temperature, play games, edit documents, or make video calls. It is a self-contained system, and it does not need to connect to a smartphone or a computer to operate. It seems that Sony has designs on turning this into a portable device as well.
Google Killed the Laptop Star
February 29, 2016
Anyone who went to business school recognizes the basic tenet that you use marketing to build demand in order to sell products. Through the 1990s, there was impressive marketing surrounding laptops. Apple aggressively marketed this class, as did Microsoft, and it seemed every other brand on TV was trying to convince us we needed a new PC. PC marketing dropped off a cliff in the last decade.
Mining the Customer Base
February 24, 2016
One of the biases inherent in CRM is its orientation toward new business. This might sound strange to most people, but really, I think of it as the startup echo chamber. It's a bias in part because CRM was invented by new companies for new companies. However, the "C" part, customer, involves more than simply acquiring new ones, especially for established companies.
The Right Sales Technology Buys Time to Turn B Players Into A Players
February 24, 2016
In sales, A-B-C does not simply refer to the Alec Baldwin scene in "Glengarry Glen Ross." It's the system that sales managers (and salespeople themselves) use to categorize performance. A players smash their quotas on a regular basis; B players battle to deliver results, and usually do; C players have a history of missed objectives and should consider work in another field.
Gadget Ogling: Gaming Revivals, Clever Cameras, and Smartphones for All
February 22, 2016
Sir Clive Sinclair helped popularize video games as a viable home entertainment option with the ZX Spectrum. After reviving the brand a little over a year ago with the introduction of the Vega microcontroller, which plugs into televisions, Sinclair and Retro Computers now have launched a handheld version, the Vega+. The Vega+ design is aligned with other current handheld consoles.
The FBI's iPhone Problem: Tactical vs. Strategic Thinking
February 22, 2016
I'm an ex-sheriff, I've been in and out of security jobs for much of my life, so I've got some familiarity with the issues underlying the drama between the FBI and Apple. Law enforcement officials would like an easier way to do their jobs. Wouldn't we all? If they could put cameras in every home and business on the planet, they'd find a way to do it. That would solve a lot of tactical challenges.
CRM and GDP
February 17, 2016
I was gobsmacked when I read this in Robert Gordon's The Rise and Fall of American Growth: The U.S. Standard of Living Since the Civil War: "Electric light, the first reliable internal combustion engine, and wireless transmission ... were all invented within the same three-month period at the end of 1879." It's a book full of surprises emanating from an analysis of major inflection points.
Fiorina's Presidential Road Not Taken
February 15, 2016
One of the most amazing and frustrating things about this year's U.S. presidential race is that no one learned Obama's lesson on how to make effective use of technology to win an election. It was a powerful lesson, too. Largely using a mix of analytics and social networking, a young inexperienced politician was able to roll over the anointed candidate for his party.
Gadget Ogling: A Personal Padlock, a Grown-Up Desk, and an Informative Mirror
February 10, 2016
Tapplock is a padlock that unlocks when you press your finger against a sensor to let it read your print. There are other smart padlocks on the market you can unlock using your smartphone via Bluetooth, though there are a couple of points that help Tapplock stand out. First, the price for backers of the crowdfunding campaign is reasonable, at $29 for the basic version and $49 for the larger model.
Marketing Quantification
February 10, 2016
It has been fun watching the rapid improvement of the marketing function over the last decade. The advance was in no small part due to the advances in marketing automation, and the marketing revolution is not over by a long shot. However, I think we're bumping up against a ceiling, and the improvements we can expect that make marketing faster will plateau.
Smart Email and the Path to Digital Immortality
February 8, 2016
I attended IBM Connect last week, where I checked out one of the most interesting new products you've likely never heard of -- IBM Verse. While there was a lot of discussion about how it better integrated social networking, what really intrigued me was the idea of putting cognitive computing inside an email client. "Cognitive computing" is the new way of saying "artificial intelligence."
Birth of the Modern
February 5, 2016
Nearly every generation sees the birth of what, for it, will define modern life going forward. As uncertain as the twenty-teens have been, in retrospect economists may point to this decade as being as important as the tipping points of the 1870s and 1920s. If so, there may be no better event to symbolize the beginning of the era than the Salesforce fiscal-year kick-off this week.
Gadget Ogling: Babe-Friendly Smartwatches, Pretty Routers, and Automated Aromas
February 2, 2016
If I were a parent, I assume I would have a strong opposition to giving a smartphone to an under-14 child of mine. Don't get me wrong. I would, I surmise, be all in favor of my offspring being able to tap into the Internet to explore, learn, and communicate. I'd also want my kid to be reachable at all times -- but, ideally, in a more-controlled way than by carrying a typical smartphone.
Why Is Sales-Marketing Alignment Getting Worse?
February 1, 2016
We're almost a quarter century removed from the coining of the phrase "sales and marketing alignment." Businesses have been wrestling with the idea of coordinating two teams of people with different skill sets, ideas and goals since the emergence of marketing as a profession. Meanwhile, business leaders often cite the need to use data to unite sales and marketing around a single mission.
How Analytics Could Upset the Presidential Frontrunners
February 1, 2016
Given all the campaign drama, there was little else on my mind when I started to write my column at the end of last week. The also-rans really didn't understand how suicidal Trump's comments were about fans supporting him even if he shot someone in New York. Also, Clinton's use of a nonauthorized BlackBerry revealed what she really thought of the Obama administration.
An Idea Whose Time Has Come... Again
January 27, 2016
Whether you call it "industry CRM," "vertical CRM" or something else, the concept is gaining altitude. Not that it's new or ever been gone, but today's vertical CRM is different -- a constellation of quantitatively and qualitatively different and better CRM solutions than we've ever seen. Vendors like Veeva, Vlocity and Salesforce are getting into the act.
Gadget Ogling: Super Strollers, Posture Prodders, and Portable Projectors
January 26, 2016
Regular readers will know that I am not a parent, so you might wonder why I'm including a self-propelling stroller in this week's cavalcade of riches. The answer is elementary: It's a smashing idea. Granted, it's maybe because I don't have a child that I think as much. Aside from pushing itself along the sidewalk, the Smartbe Intelligent Stroller can warm bottles, charge devices and play music.
The Top 20 CRM Blogs of 2015, Part 2: The Top 10
January 25, 2016
Almost a decade ago, the first edition of this list was tough to compile. There simply weren't that many CRM blogs that were consistent (we set the annual minimum number of posts at eight), vendor-agnostic and -- most important of all -- high quality. That number has increased over the years, but one interesting phenomenon has been that the people at the top have held onto their spots.
How Trump Wins: Master Manipulator, Meet Analytics
January 25, 2016
Given President Obama's success in the last two elections, I was convinced that we would see a major emphasis on the use of analytics in this election season. It seemed that Clinton, in particular, would have been drawn to it after Obama used it to defeat her in the 2008 primaries. Although some of the PACs have embraced analytics, I haven't seen a similar effort on the part of any candidate.
Cloud Research
January 20, 2016
Last year, uber-analyst Esteban Kolsky and I did a research project to better understand cloud computing's uptake and related issues, and last week Financial Force, our sponsor, made the results public. The findings are interesting to me because they reveal a more or less typical adoption cycle for cloud, by which I mean that some of the downstream effects are only gradually becoming apparent.
What the PC Industry Could Learn From the NRA
January 18, 2016
One of the fascinating things about the NRA is that buyers of guns think the organization represents them, when in fact its mission is to represent gun sellers -- not gun buyers -- and certainly never gun buyers against gun sellers. Guns for consumers largely have been banned in most of the world, with the exception of the U.S., which uniquely has the NRA.
The Top 20 CRM Blogs of 2015: Part 1
January 15, 2016
What makes a great CRM blog? Generally, the same things that make a great CRM implementation: good planning, thoughtful responses to a changing market, consistent posting (the "adoption" part of blogging), the right technology, and people with the right personality. It's the classic "people, processes and technology" trilogy, really. The blogs that made our annual list of the best blogs and bloggers are one in a million.
The Cloud Complexity Challenge
January 12, 2016
Growing acceptance of cloud computing quickly is becoming a double-edged sword for the leading players in the SaaS, PaaS and IaaS marketplaces. As a broader set of customers adopts cloud-first strategies, even the biggest cloud players are being challenged to scale their operations to keep pace with escalating customer demands without becoming too complex.
Behind the Scenes at CES
January 11, 2016
CES surprised me again this year. For a show that comes too early in the year for most buyers and companies, it still stood out as having some truly amazing things. It will be remembered for showcasing the birth of personal flight vehicles, along with a Tesla-beating car, and Ford showing how it could do what Apple couldn't. I'll fill you in on some of the back stories at CES.
Gadget Ogling: Fitbit's Smartwatch, Super Home Movies, and Flying Machines
January 9, 2016
Fitbit found great success this past holiday season, and it's keeping up the momentum with its first smartwatch. The Fitbit Blaze includes a continuous heart-rate monitor, a connected GPS, and a multisport mode with a feature that recognizes the type of workout or sport and tracks it appropriately. Still, the Blaze stands out almost more for what it doesn't do.
Loyalty and Engagement
January 6, 2016
I've been trying to analyze modern rewards programs and customer loyalty recently for a project. It's a complex issue and so it is tricky to tease apart -- nothing like trying to defuse a bomb, but intellectually challenging for sure. At the heart of the issue is a body of research that says rewards, as currently configured, don't work in the ways we want.
The EPA, Social Media and Politics
January 6, 2016
Before the Internet, messages were spread by television and newspaper ads and highway billboards. Today that is done through social media. Virtually everyone knows about it, and many people use it. Does it make any sense that a U.S. government agency could violate any laws for using social media to carry out its mission? That doesn't make sense to me.
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