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The 4 Fundamental Attributes of Customer Loyalty, Part 1
June 29, 2016
As I see it, there are four basic capabilities, or attributes, needed to build better customer loyalty. I learned about them from two McKinsey researchers. Those attributes, according to David C. Edelman and Marc Singer -- and I agree -- are the following: automation, proactive personalization, contextual interaction and journey mapping.
Pichai Account Trespassers Claim Their Hacking Heart's in the Right Place
June 29, 2016
Hackers late Sunday broke into CEO Sundar Pichai's Quora account and through it accessed his Twitter followers, according to reports. The group taking credit for the breach, OurMine Security, previously hit other prominent high-tech figures, including Facebook CEO Mark Zuckerberg, Spotify CEO Daniel Elk, Amazon CTO Werner Vogels and former Twitter CEO Dick Costolo.
Microsoft Makes It Easier to Say No to Windows 10
June 28, 2016
Microsoft on Tuesday announced a new Windows 10 upgrade policy -- weeks after losing a $10,000 case in a small claims court. The owner of TG Travel Group in Sausalito, California, last month won a final judgment after she alleged that her computer was upgraded to the new operating system without prior authorization, according to court documents.
Salesforce VP Lynne Zaledonis: Intelligence Is the Next Generation of CRM
June 28, 2016
Salesforce VP Lynne Zaledonis drives product marketing and sales enablement for Sales Cloud. In order to succeed in the age of the customer, companies need to understand that the new cloud, mobile and social world we find ourselves in "has produced trillions of pieces of customer data, and it's totally changed how we engage with our customers, and how they engage with us," Zaledonis said.
Volkswagen Aims to Clear the Air With $15B US Settlement
June 28, 2016
Volkswagen on Tuesday announced that it has reached an agreement to settle claims arising from the emissions scandal that has plagued the company since its discovery two years ago. The company has agreed to set up a $10 billion funding pool to buy back or terminate leases of diesel vehicles sold in the United States. Volkswagen had used software to cheat on emissions tests.
Senate Falls Short on Expansion of FBI Surveillance Authority
June 27, 2016
The United States Senate last week rejected a Republican-backed amendment that would have given the FBI expanded authority to access the browser histories and other electronic records of targets of terrorism and other national security investigations without first obtaining a warrant. The Senate voted 58-38 for the amendment, cosponsored by Sens. Richard Burr and John McCain.
Verizon's Mission of Self-Destruction
June 27, 2016
Customers and investors increasingly are wondering why Verizon and Verizon Wireless are hurting themselves with their actions. For starters, Verizon decided to battle its own striking workers on the public stage. That battle shed lots of bad blood, and it will be tough to close those wounds. Many companies experience strikes, but most are settled quickly and quietly.
Gun Control and Learning to Make Data-Driven Decisions
June 27, 2016
We live in an unprecedented age of information and computing power -- yet whether publicly or privately, we still make decisions largely on how we feel rather than based on hard information. With this massive influx of data and computing power, when it comes to issues like global warming or gun control, we are more likely to decide based on how we feel rather than figuring out the facts.
Social's Turning Point
June 24, 2016
Microsoft's acquisition of LinkedIn for more than $26 billion has created quite a stir -- at least in my world. The deal can boast a number of superlatives: the largest sale of a consumer Internet company in history; the largest sale of an enterprise software/cloud company in history; the third-largest sale of a technology company since 2001; and the largest Microsoft acquisition ever.
C-SPAN Resorts to Social Media to Cover Gun Control Sit-In
June 23, 2016
C-SPAN cameras in the U.S. House of Representatives were shut off Wednesday morning during a sit-in over gun control legislation, but the cable network soon began broadcasting social media streams from legislators taking part in the event. House Democrats, led by Rep. John Lewis, D-Ga., had refused to stop their protest, which demanded a vote on gun control.
Study: Third-Party Apps Pose Risks for Enterprises
June 23, 2016
Since mobile computing put an end to the good old days when IT departments had absolute control over software deployed in the enterprise, there's been a rise in employees' use of third-party applications -- a rise that poses security risks to corporate environments. That is one of the findings in a report CloudLock released last week.
Rethinking the Customer Journey Map
June 22, 2016
If you talk to marketers for any amount of time about what they do, you are bound to hear the term "customer journey" at some point. The go-to exercise for marketers looking to up their lead generation games today is "journey mapping," the exercise by which you try to understand how a potential buyer navigates through content and other offers on the way to a closed deal.
Gadget Ogling: Pliable Phones, Clever Kicks, and Sumptuous Speakers
June 21, 2016
Lenovo has peeled back the curtain on a smartphone that you can wrap around your wrist, sporting a full-color screen. The "CPlus," as Lenovo calls the prototype, runs Android and has a 4.26-inch display. It will be available in 12 colors if and when it goes on sale. It's clear bendable smartphones will be a viable consumer product in the near future.
Microsoft Sees Fertile Ground in Cannabis Compliance
June 21, 2016
Microsoft has entered a partnership with Kind Financial to create an entity that will obtain government contracts to track seed-to-sale compliance in the legalized marijuana business. The new entity, Kind Government Solutions, will provide state, county and local municipalities with tracking information on marijuana sales to keep them in compliance with government regulations.
Apple Won't Put Its Money Where Trump's Mouth Is
June 21, 2016
Apple reportedly has declined to sponsor the Republican National Convention in Cleveland next month amid increasing concerns over the rhetoric coming from presumptive nominee Donald Trump. The company notified RNC officials that it would withdraw its support from the July convention after Trump made a number of highly charged statements targeting minority and religious groups.
Oracle VP Des Cahill: Get in Tune With Your Customer
June 20, 2016
Oracle Vice President Des Cahill is the company's head CX evangelist. An expert in B2B software and marketing, Cahill has spent most of his career in Silicon Valley, helping companies develop, refine and tell their stories. One of the main CRM challenges businesses face today is adjusting to the era of the empowered consumer, suggested Cahill.
How Private Is iOS 10?
June 20, 2016
Almost lost among the deluge of new features in the upcoming version of iOS Apple touted last week was the company's announcement about privacy. "All this great work in iOS 10 would be meaningless to us if it came at the expense of your privacy," Craig Federighi, Apple's senior vice president for software engineering, told attendees at the company's Worldwide Developers Conference in San Francisco.
AI for President
June 20, 2016
Andy Rubin, Android's daddy, last week made some interesting comments about quantum computing and artificial intelligence. The part I agree with is it won't be long until most things we have are connected to an intelligent machine. However, when referring to something that will be far smarter than we are, the use of the term "artificial" would not just be inaccurate -- it would be rude.
Salesforce's TrailheaDX
June 17, 2016
Salesforce held TrailheaDX last week -- its first event just for software developers. It previously relied on special sessions at events such as Dreamforce to educate developers, but its declared intention to train up to 100 million of them in its Lightning development environment dictated taking additional action. Anyone should be able to learn development skills, Salesforce contends.
Redefining the Vendor-Customer Relationship in the IoT
June 17, 2016
The advent of a brave new world of connected products and services in the Internet of Things is forcing organizations of all sizes across nearly every industry to reconsider how they will interact with their customers in the future. As a consequence, a growing number of companies are thinking about how they have to redefine their businesses to better serve their customers going forward.
WatchOS 3 Offers New Hope for Smartwatch Category
June 16, 2016
Apple finally responded to concerns that were threatening to scuttle its once-promising wearables category. Its introduction of watchOS 3 at this week's WWDC has drawn high praise. The Apple Watch represented the company's attempt to marry the ultimate Dick Tracy smart gadget with the genius of the iPhone, but it fell short. Instead of a convenience, it was far too slow and complicated.
Feds Seek to Cut Software Costs and Expand Licenses
June 16, 2016
Software vendors who sell their wares to the U.S. government soon will face a significantly different marketing environment in terms of how federal agencies acquire the programs and technologies that keep IT systems going. Federal agencies spent nearly $9 billion in 2015 on software, and the OMB has directed them to adopt practices that will simplify and streamline software acquisition.
Facebook Tackles Suicide Prevention Worldwide
June 16, 2016
Facebook plans to roll out its suicide prevention tools and resources around the world. Already available in the U.S., the resources are designed to help members who may be thinking about committing suicide or otherwise hurting themselves, as well as family and friends who are concerned about their loved ones' well being. The tools are available in the local languages where members are based.
Rubin Sees AI Quantum Computer Running the Show
June 15, 2016
Just one quantum computer running artificial intelligence algorithms would be capable of connecting pretty much all the devices on the planet, Android creator Andy Rubin said Tuesday. Rubin, who also launched Google's efforts in robotics, is now CEO of Playground, which together with Redpoint Ventures has invested in an unnamed startup working on quantum computing.
FCC Wins Huge Net Neutrality Victory Over Big Telecom
June 14, 2016
An appellate court on Tuesday handed a major victory to the FCC by upholding the Open Internet Order, which ensures equal access to the Internet. By a 2-1 vote, the U.S. Court of Appeals upheld the FCC's right to impose Net neutrality rules that essentially prevent big telecom and broadband companies from slowing down, speeding up, or blocking service.
Fiery Ex-NASA Chief Unveils Neuro-Computing Firm
June 13, 2016
Former NASA administrator Dan Goldin last week introduced a 10-year-old startup to the public. Backed by $100 million in private funding, KnuEdge is working to develop breakthrough technologies in voice biometrics and neural computing. KnuEdge launched two new products upon its emergence from stealth mode. KnuVerse offers military-grade voice recognition and authentication technology.
Can Huawei Overtake Apple and Samsung?
June 13, 2016
Huawei says it is working hard to overtake Apple's iPhone and Samsung's Galaxy line in the worldwide smartphone market. If you were to ask anyone over the last eight years if that were possible, you would have heard a resounding "no." The marketplace is changing, though, and anything is now possible. Today Apple, Google and Samsung are enormous, but the rate of smartphone growth has slowed.
Google and the Birth of the People-Delivery Drone
June 13, 2016
Larry Page is rumored to be building a flying car, apparently dropping a whopping $100M into the effort. Surprisingly, this actually makes more sense to me than a self-driving car does, because it potentially solves two problems at once: You won't have to fly the thing yourself; and it eliminates the need for roads for those who commute to work. Roads could be just for moving heavy stuff.
The Marginal Customer
June 10, 2016
I start a lot of client engagements with a simple question: Who's the customer? It's amazing the answers that I get. Some people know the customer's demographic and business or personal needs, and they focus on those things. Others don't even grasp the difference between a customer and a consumer. You might expect this if you are working in the B2C rather than B2B space.
Yahoo to Have Giant Patent Garage Sale
June 9, 2016
Yahoo reportedly has notified potential buyers that it plans to auction off about 3,000 patents and will be accepting bids until mid-June. The intellectual property for sale includes patents for its original search technology. The patents "cover strategic areas such as search, e-commerce and online advertising," said Andreas Scherer, managing partner at Salto Partners.
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Live streaming video...
is the next big thing.
is a passing fad.
will dramatically improve citizen journalism.
will feed a lot more disturbing imagery to the Web.
doesn't interest me.