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INSIGHTS

CRM’s K-Wave

These are extraordinary times, in case you haven't noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role -- the "CRMification" of society. In economics we often see a disruptive innovation climb a ladder as it becomes something...

Facebook Shops Seeks to Cash In on Online Bonanza

Facebook has announced Facebook Shops, which will let small businesses set up a single online store accessible from both Instagram and Facebook. Businesses can choose products they want to feature and customize the look and feel of their online shop. Consumers can find Facebook Shops on a business' ...

Facebook Sets Up Political Advocacy Group as High-Tech Teeters on Edge

Facebook has set up American Edge, a political advocacy group for the high-tech industry, which is drawing scrutiny from United States lawmakers. American Edge will fund ad campaigns and studies by academics to push its efforts. Facebook is working with a diverse group of stakeholders to build suppo...

Report: Working From Home May Be a Keeper

More than 40 percent of professionals working at home because of the pandemic would prefer to work remotely full time in the future, suggests a new report from Valoir. "One of the reasons we did this survey was to help provide people with more data to understand they weren't alone, and we expected t...

EXPERT ADVICE

How to Adapt Your Customer Service When Crisis Strikes

Customer service doesn't have to suffer while your company goes through a difficult transition. In fact, 78 percent of consumers said they stopped doing business with a company because of poor customer service. Now is the time to show your most valuable buyers how you'll keep them informed, updated ...

Far-Right Spreads COVID-19 Disinformation Epidemic Online

Far-right groups and individuals in the United States are exploiting the COVID-19 pandemic to promote disinformation, hate, extremism and authoritarianism. "COVID-19 has been seized by far-right groups as an opportunity to call for extreme violence," states a report from the London-based Institute o...

OPINION

3 Improvements the COVID-19 Pandemic May Force

The pandemic may force certain improvements but I'm not sure that it will, because political distractions are doing a rather good job of drawing our focus away from fixing things now. We should be ramping domestic manufacturing of PPEs and ventilators permanently to prepare for a likely huge fall sp...

How to Stay Safe on the Internet, Part 3: Drive the Black Hatters Mad

How do you know if you are at risk of being hacked? Like conventional criminals, criminal hackers choose easy and lucrative targets. One group in the crosshairs is made up of companies that have data on millions of users, such as private sector entities with a Web presence. Why go after data one use...

INSIGHTS

Cultural CRM-ization

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people foll...

Bottom Line: iPhone SE Packs Great Value for the Money

Apple's new iPhone SE delivers incredible value and performance, based on early hands-on reviews. It has a surprisingly good camera and handles videos well. Many reviewers were impressed by the phone's A13 chipset. However, there were criticisms too, including insufficient battery life and absence o...

Ad Makers Use Deepfakes to ‘Refresh’ Old Content

With measures to stem the spread of COVID-19 putting a chokehold on their filming capabilities, advertising agencies are enhancing old content with new tech, including deepfakes. Deepfakes typically blend one person's likeness, or parts thereof, with the image of another person. For example, a recen...

EXPERT ADVICE

4 Things You Need to Know for Successful Enterprise CRM Integration

The enterprise IT environment is complex. Many systems, technologies and practices that were developed at various times coexist in the same world. With expectations for technological advancements at their peak, we're tasked with enabling these systems to work together harmoniously to support the con...

Cosmos: Possible Worlds Fires Up Hopes and Dreams

Humans may be wanderers by nature, but in the year 2020, with planet Earth overrun by a pandemic, most human activity has come to a shocking halt. Perhaps one of the best things for a wandering race stuck at home is an opportunity to look outward -- to thought-travel into the boundless universe and ...

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