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Which Stars Will Shine Brightest in Apple's Brilliant 2015?
December 19, 2014
The end of the year and holiday season is a natural time to look back -- and then look forward to the year to come. Apple started 2014 slowly, but more than made up for it in the long haul, introducing the Apple Watch, Apple Pay, Mac OS X Yosemite, iOS 8, an iPad Air 2 with a super-fast processor, the massively selling iPhone 6, the iPhone 6 Plus, and a luscious iMac with a 5K Retina screen.
Surviving 4 Inescapably Unfair Aspects of CX Delivery
December 19, 2014
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is like that: You can do extraordinary work in planning the basics and even get customers to buy from you.
Google Calls In Legal Eagles in MPAA Piracy Skirmish
December 19, 2014
Google has filed a lawsuit against Mississippi Attorney General Jim Hood, the latest salvo in its piracy battle with the Motion Picture Association of America. Hood targeted Google with an "unreasonable, retaliatory and burdensome" subpoena, the complaint says. The referenced subpoena likely is part of a coordinated campaign against Google known as "Project Goliath."
Flat Federal IT Market Means Vendors Must Work Harder, Smarter
December 19, 2014
The U.S. government will remain a steady and significant customer for information technology providers over the next several years. That's the good news for vendors. For the foreseeable future, though, the days of ever-growing federal spending for IT are over. "the reality of shrinking federal budgets has set in," said Tomas O'Keefe, civilian senior analyst at immixGroup.
US Mulls Response to Sony Hack
December 19, 2014
Department of Homeland Security Secretary Jeh Johnson on Thursday said the United States "is actively considering a range of options" to take in response to the Sony hack. The hack is "very serious," Johnson said, though he refused to label it as a terrorist attack. There has been widespread suspicion that North Korea engineered the hack. The FBI is investigating.
Retargeting May Work, but Pretargeting May Work Better
December 18, 2014
The practice of repeatedly serving up ads for products consumers previously viewed or asked about -- called "retargeting" -- not only works, but works so well that its use is spreading beyond simple marketing. So says a recent survey of marketers conducted by Adroll, which provides this type of ad technology. The company released the results this week.
Feds Pounce on Sprint for Phone Bill Cramming
December 18, 2014
The United States government is delivering a one-two punch to Sprint over the practice of cramming -- allowing third parties to place unauthorized charges on customers' bills. The Consumer Finance Protection Bureau on Thursday filed a civil suit against Sprint over the issue. Meanwhile, the Federal Communications Commission reportedly is planning to hit Sprint with a $105 million fine.
Experts Forecast the End of Privacy as We Know It
December 18, 2014
Privacy's future appears muddy at best, judging from a survey released Thursday by the Pew Research Center and Elon University's Imagining the Internet Center. More than 2,500 Internet experts and analysts were narrowly divided on whether policy makers and technology innovators would create a secure, popularly accepted and trusted privacy-rights infrastructure by 2025.
Tech Industry Rallies Around Microsoft in Data Privacy Battle With US
December 18, 2014
A coalition of supporting organizations filed 10 amicus briefs with the U.S. Second Circuit Court of Appeals in a case challenging a U.S. government search warrant for Microsoft customer data stored on a server based in Ireland. The coalition includes 28 technology and media companies, 35 computer scientists, and 23 trade associations and advocacy organizations.
Sales Kaizen
December 17, 2014
CRM makes several promises to its users: selling more or selling faster; resolving service issues faster or at least quickly; and generating more leads. If you do root cause analysis, however, you can quickly conclude that at least in some cases, you are looking through the wrong end of the telescope. For instance, the best way to resolve service issues is to avoid them in the first place.
Terrorist Threats May Blow Up 'The Interview's' Box Office
December 17, 2014
The now-notoriously controversial action comedy The Interview, which was expected to deliver profits of $90-$95 million for Sony, may have become a financial black hole. The movie's Thursday premiere in New York has been cancelled, and several movie theater chains have scrapped plans to screen it, following a hacker message referencing 9/11 and threatening physical attacks on theaters.
Making Your CES Connections Count
December 17, 2014
It's that time of year again. CES will rock Las Vegas in early January. Companies are gearing up and hoping to do a good job of cutting through all the loud and distracting background noise to share their messages at the show. It's a tough job, since CES is full of industry analysts, media representatives, investors and customers -- and they all want something different.
Disappointed iPod Plaintiffs: Jurors Didn't Weigh the Right Questions
December 17, 2014
After a 10-year knock-down drag-out battle, Apple on Tuesday prevailed in a class-action lawsuit over its use of digital rights management technology on iPods purchased between Sept. 1, 2006 and March 31, 2009. Robbins Geller Rudman & Dowd -- one of the "most feared litigation firms" in the U.S. -- brought the suit in the U.S. District Court for the Northern District of California.
Sony Sends News Outlets a Stern but Toothless Warning
December 16, 2014
On behalf of Sony Pictures Entertainment, high-powered attorney David Boies has sent a letter to several news outlets demanding that they refrain from publishing stories based on material hackers recently stole from the company and that they destroy the pilfered data. The letter to the news organizations claims the stolen information is "protected under U.S. and foreign legal doctrines."
Good, Bad and Ugly 'Pirate Bays' Spring Up in Torrent World
December 15, 2014
The torrent world is in turmoil following last week's shutdown of The Pirate Bay in a police raid. Other torrent sites have seen traffic spikes, while Pirate Bay clones -- set up both by file-sharing activists and cyberscamsters -- are emerging. Meanwhile, authorities around the world appear to be playing a game of whack-a-mole. There have been indications The Pirate Bay may stage a comeback.
Berners-Lee Sounds Clarion Call for Universal Web Access
December 15, 2014
The Internet should be a basic human right, but access to it is increasingly unequal around the globe, said World Wide Web inventor Tim Berners-Lee last week. The Web has the potential to be a great equalizer, he asserted, but only "if we hard-wire the rights to privacy, freedom of expression, affordable access and Net neutrality into the rules of the game."
Have Intel and Microsoft Discovered the Fountain of Corporate Youth?
December 15, 2014
This has been an interesting quarter. After Andy Grove left, Intel often seemed to struggle with its place in the world and seemed at odds with the computing OEMs. Now, though, it seems more and more like it did when it was 20 years younger. It's not alone, either. Microsoft, which seemed to have forgotten why there were OEMs, suddenly is acting much more like the firm we knew in the early 90s.
Your Bitcoins Are Good at Microsoft
December 15, 2014
Microsoft last week began to accept bitcoins as payment for digital content purchases. Bitcoins can be credited to a Microsoft account by anyone in the United States at the currency's market value -- currently around US$352 per bitcoin -- and used to buy content at the Windows Store or stores that carry Xbox games, music and video.
Gadget Ogling: Wireless Lights, Sunny Wearables and Flashy Smartphones
December 13, 2014
Welcome, dear readers, to another installment of Gadget Dreams and Nightmares, the best and worst in just-announced gizmos. On the docket this time around are wireless Christmas lights, solar-charging jackets, a speed-reading wearable and much more. The Aura Wirelessly Powered Christmas Lights aren't attached to long power cords designed to snake along, around and through the tree branches.
Whoa, Maybe Apple Really Is Serious About Enterprise IT
December 12, 2014
Apple and IBM have delivered the first batch of enterprise-class apps for iOS, rolling out 10 apps that cover key industry verticals like banking and finance, travel and transportation, retail, insurance, telco and government. The companies have pledged to deliver more than 100 such apps. The apps are the first proof point in the "unprecedented" partnership.
2014's Top Google Play Picks: Fitness, Netflix, Frozen and More
December 12, 2014
Health and fitness was the fastest-growing category of apps on Google Play this year, according to a report Google published on Thursday. MyFitnessPal was the most-downloaded app within that category, while Duolingo led the education category. Facebook was top among social apps named in the report, which listed the most popular apps, games, movies, music, news and books in 2014 on Google Play.
Amazon Cries Foul Over FAA's Drone License Stalling
December 12, 2014
The FAA this week gave five licenses to four companies for UAS operations -- that is, flying drones. The drones will be used in aerial surveying, construction site monitoring, and inspecting oil rig flare stacks. The news led Amazon to launch a media blitz about its attempts to get a license and to renew threats to take more of its drone testing outside of the U.S.
2015: The IoT, Big Data and Cloud Come Together
December 12, 2014
Since December 'tis the season when industry prognosticators provide their predictions for the year to come, I'll offer my ideas about how three major tech forces -- cloud computing, big data the Internet of Things -- will converge in 2015, and four ways organizations can capitalize on this convergence. The various ways in which they will interact truly will be transformational.
Year-End Thoughts
December 11, 2014
We are now through almost 15 years of the century, and for all of that time I have been analyzing the CRM industry as it has evolved. This year, rather than simply reviewing some of the progress we made in the industry during the last 12 months, I'll take a broader view of the decade and a half, which might be more interesting. It certainly gives us a great perspective on how far we've come.

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