Archive

INSIGHTS

The Trail to the Platform

Some years ago, Marc Benioff told me he was not interested in developing back office apps that would compete with SAP and Oracle in the ERP and finance market. Many people, myself included, looked askance at that idea and wondered out loud how the company would continue to grow because, hey, there's...

EXPERT ADVICE

Security First: The Double-Edged Sword of Collaboration

Online tech support scams have been on the rise for the past decade, as hackers found new ways to trick consumers into providing remote access to their computers in order to steal information. This tried-and-true scam currently relies on sophisticated social engineering, fueled by detailed user info...

INSIGHTS

CRM’s Shift Toward Oligopoly

As markets mature, they trend toward oligopoly or even outright monopoly. There isn't much difference, because an oligopoly has several members instead of just one. Examples include electric power generation, an oligopoly made up of vertically integrated monopolies in most areas, and the airline ind...

INSIGHTS

The CRM Oligopoly

As markets mature, they trend toward oligopoly or even outright monopoly. There isn't much difference, because an oligopoly has several members instead of just one. Examples include electric power generation, an oligopoly made up of vertically integrated monopolies in most areas, and the airline ind...

Google Gives Vets New Job Search, Business Promotion Tools

Google has announced several new online tools designed to help former members of the military find jobs or attract new customers to their businesses. One tool allows vets to type in the search term "jobs for veterans" followed by specific military job codes to see civilian jobs with skill requiremen...

IBM’s Watson Enlisted for B2B Sentiment Analysis

B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and persona...

INSIGHTS

SAP Discovers CRM

SAP has unveiled a new attempt to consolidate a group of about a dozen front office apps into a fully integrated CRM suite -- next year. How do you say "lipstick on a pig" in a non-derogatory way? Look, CRM is over 20 years old now. In the early days, the vendors scrambled to integrate their apps in...

Amazon Strikes Contact Center Market

AWS has announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide. It offers phone numbers throughout the U.S. and 18 countries in Europe. "The opportunity for cloud contact centers is significant," said R...

ANALYSIS

Redefining the Vendor-Customer Relationship in the IoT

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 ...

Facebook Tweaks Trending Topics Out of Abundance of Caution

Facebook this week said it would make several procedural changes to its Trending Topics feature to quell concerns that the results could be steered in a particular political direction, even though it has found no evidence of bias. The company will retrain workers in the Trending Topics department an...

Hacker Posts Stolen Data on FBI, Homeland Security Employees Online

The U.S. departments of Justice and Homeland Security on Monday announced they were investigating reports that a hacker broke into government computer systems and stole sensitive information about employees at the agencies. The hacker posted stolen information for about 9,000 DHS employees online Su...

CRM’s ‘Show Me’ Video Revolution

Cellphone videos have become a widely used tool to document everything from kids' antics to police brutality. They are shaking up the TV news industry, and they soon may revolutionize customer relationship management. Take, for instance, LogMeIn's video-aided support tool, Rescue Lens, or Support.co...

SPOTLIGHT ON SECURITY

Big Data Analytics Fights Insider Threats

Cyberdefenders for years have adopted Fort Apache strategies to protect their networks. Strong perimeters could prevent attackers from reaching precious data, they reasoned. As technology marched on, however, the idea of an impermeable wall became as quaint as the Maginot Line on the eve of World Wa...

Open Source at the Front of the Class

Open source is sitting at the head of the class in a growing number of schools with all levels of education. Its no-cost starting point and use-it-your-way flexibility gives open source technology an advantage over proprietary solutions with its no-license and no-fee lesson plan. For many education ...

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