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INDUSTRY INSIDER

Playing Hide and Seek in a Wired World

When I first started skip tracing -- that is, finding people -- my only tool was the telephone and my only resource for searching was directory assistance. Unbelievably, I was able to find people from London to Fiji, but it was costly and extremely time consuming. Half my search time was trying to b...

INDUSTRY INSIDER

Can Web 2.0 Help Retailers Win Price Wars?

Just how is Web 2.0 affecting retailers? Well, retailers are getting absolutely hammered on price, and it's mainly because of the transparency of the Web. In response to increased competition on price, many are cutting prices even further. While there seems to be a fear among online retailers around...

INDUSTRY INSIDER

Personalized Customer Care: It’s More Important Than You Think

It's not an easy task to summarize the makeup of today's customer in a singularly defined formula. Not only do customers' individual needs vary on a case-by-case basis, but as an aggregate whole, customers' needs are maturing and have become much more complex and demanding than prior generations. Re...

INDUSTRY INSIDER

The On-Demand WizKids

Six to eight weeks. That's about what it seems to take to get an on-demand solution up and running these days. This information comes from an analysis of nine on-demand vendors that we surveyed for our annual WizKids report which will be out this week. What's good about that time interval is that ...

INDUSTRY INSIDER

Sales Enablement: Empowering the Frontline Salesperson

If you asked each member of your sales team what problem your company solves, what value you provide, and how you differentiate yourselves from your competitors, would their answers be clear, consistent and compelling? Most likely, you would receive a range of inconsistent responses. Today's salespe...

INDUSTRY INSIDER

Dreamforce Highlights the Future of On-Demand

There are so many things that I could write about Dreamforce that I have had to quickly conclude that it won't all fit into one column, and I will be writing about it for some time to come. I bet I am not alone. Here are some ideas that I thought were important, however. The big announcement was A...

INDUSTRY INSIDER

Customer Data Integration: Don’t Forget the ROI

Customer data integration or, more broadly, customer-centric master data management solutions, are gaining significant momentum, largely because of their ability to help organizations achieve critical cross-functional business imperatives to bolster customer profitability, reduce operational costs, ...

INDUSTRY INSIDER

Indian Call Center Agent Arrested for HSBC Thefts

Police in Bangalore, India, reported the arrest Tuesday night of the chief suspect in the theft of funds from a score of customers of HSBC bank in the UK. Nadeem Kashmiri is being charged in India with stealing customer data that was sent to Nadeem's accomplices in the UK. Nadeem's accomplices ass...

INDUSTRY INSIDER

Connecting With Customers: The Value of Human Interaction

Paul English, a Massachusetts-based software engineer turned customer service "guru," has become famous nearly overnight for his "dial zero for a human" automated phone system revolt. Judging from the widespread phenomenon and national attention, this is a customer service movement long overdue. H...

INDUSTRY INSIDER

Living by the Sword

In its short life, Salesforce.com has garnered more than its fair share of publicity, thanks in no small measure to the activities of its founder, CEO and chairman, Marc Benioff. Benioff may be the 21st century high technology answer to P.T. Barnum, a colorful figure in an industry that has more sh...

INDUSTRY INSIDER

The Battle Has Just Begun

It was no surprise that IBM and SAP joined ranks to promote SAP's on-demand CRM product a day after the Oracle-Siebel deal concluded. It's very clear that the consulting, database and applications powerhouses have a common interest in opposing the California based Axis of CRM represented by Oracle-S...

INDUSTRY INSIDER

AppExchange Is Here – What’s Next?

For the last two years, I have been talking and writing about the importance of a new kind of on-demand application platform that would enable users to have instant access to best-of-breed software that would integrate with whatever else they were using. Essentially, I have been talking about what ...

INDUSTRY INSIDER

The Dawning of a New Era

It's very rare that you get clean demarcations between historical eras. Maybe the asteroid hitting the earth 65 million years ago was such an event, but I wasn't there to experience it so I can't tell you. Monday, Sept. 12, 2005 will go down as a deep line in the sand identifying the before and a...

INDUSTRY INSIDER

Continuous Data Protection a Better Backup Option

Let's be honest: Backup is an unloved necessity. It costs money and takes time. Restores are time-consuming and frustrating. But the fact is you cannot live without them -- data must be backed up, it must be protected. Continuous Data Protection (CDP) offers a way to backup and restore data faster -...

INDUSTRY INSIDER

Hard Data Can Enhance the Human Touch

Now that e-commerce is no longer a novelty, most corporations recognize some basic realities about online sales: Building and maintaining a Web site is no walk in the park; not all browsers are equally interested in buying; and when it comes to sales, slick Web copy can't replace the human touch. T...

To earn your loyalty as a consumer, how important is it that a brand provides a personalized experience?
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