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October 26, 2016
Wells Fargo Bank will lose customers in droves because of the scandal over fraudulently opened accounts and other issues, based on the results of an online survey cg42 conducted last week. More than 85 percent of the respondents -- 1,500 primary customers of the top 10 U.S. retail banks, including 1,000 Wells Fargo customers -- were aware of the scandal. Thirty percent of Wells Fargo's customers were exploring banking alternatives, and 14 percent already had decided to switch banks because of it, the survey found. [More...]

October 21, 2016
The United States Federal Communications Commission on Wednesday announced that T-Mobile has agreed to a penalty of $48 million for misleading customers about restrictions on its so-called unlimited data plans. The company failed to inform subscribers to unlimited plans on its wireless networks and those of MetroPCS, which it owns, that their data bandwidth would be throttled when they hit a preset ceiling. [More...]

October 19, 2016
AI and machine learning have taken the industry by storm. Some say they will usher in a new age of better business processes and customer orientation, while others fret that automation will kill jobs. There definitely will be jobs that no longer make sense for humans to do, thanks to automation. However, there are some neglected business processes where AI and ML could make real contributions. [More...]

October 18, 2016
Microsoft last week shared new information about its upcoming Dynamics 365 cloud service: the addition of 100 new apps; the inclusion of Solution Integrator partners in Appsource; the division of apps and features into Enterprise and Business Editions, the latter for SMBs; and a new subscription model. Many of the new capabilities will be available in both editions on Nov. 1. [More...]

October 18, 2016
Salesforce, the last known suitor for Twitter, last week officially bowed out of the running for an acquisition deal, a move that forces the embattled company either to look for a new savior or find some internal answers to its lingering inability to find a winning growth strategy. Salesforce walked away from the deal because it wasn't the right fit, CEO Marc Benioff said. [More...]

October 14, 2016
"CRM is a mature industry, but it's fundamentally not moving the needle for the user, for the subscriber -- the sales rep or manager. It's fundamentally recording your activities, but it doesn't really let you commit with confidence to drive the right outcomes," said Aviso CEO K.V. Rao. Predictive analytics "can help you find the right content faster. That's what the state-of-the art is for sales. [More...]

October 14, 2016
The massive amount of data available from connected devices creates an unprecedented opportunity for increased optimization of products and services -- and, consequently, revenue. The deep investment in big data gathering and analytics is fueled by an ability to create added value for companies based on actionable business insights, and for consumers by providing lifestyle benefits. [More...]

October 13, 2016
The FCC on Tuesday announced that Comcast would pay a record $2.3 million fine to settle its investigation into whether the cable operator improperly charged customers for services and equipment they never approved, a practice known as "zero billing option." Federal law bans cable operators from charging customers for unauthorized equipment or services. [More...]

October 12, 2016
Dreamforce for many years has been too big for a single person to cover. While I participate in covering events like this, inevitably I am reduced to the story of the three blind people and the elephant. You can't experience enough of the elephant to describe it unless you can see it. Using your hands leaves you frustrated. In the case of Dreamforce, you can't go to all of the sessions. [More...]

October 10, 2016
The cloud revolution has made an enormous contribution to the evolution of sales and marketing software, as well as to business software of all types. There's a long list of benefits it's conferred on users -- from the ability to outsource security and maintenance tasks to the avoidance of manual upgrade processes, to the switch in payment modes, to a model more affordable for more businesses. [More...]

AI's Moment
October 7, 2016
There recently has been an increase in the talk -- pro and con -- about bots, AI and intelligent assistants. A lot of this talk has been percolating around the industry for decades. Silicon Collar, a book by Vinnie Mirchandani, a friend and truly gifted analyst, accepts that automation might be eliminating jobs, but it optimistically holds out for the silver lining. [More...]

October 6, 2016
A technology conference staple is the over-the-horizon announcement: a proclamation that something that isn't quite here yet is the next big thing, often accompanied by simulated screen shots, hypothetical use cases and fantastic demonstrations. This year's Dreamforce announcement of a machine learning-enabled technology called "Einstein" easily could be dismissed as futureware. [More...]

October 5, 2016
Salesforce last week unveiled the Salesforce Commerce Cloud, billing it as the fastest path to unified commerce. It's built on technology from Demandware; Salesforce completed its acquisition of the company this summer. Commerce Cloud enables brands to provide personalized experiences for shoppers across the Web, mobile devices, social networks and in stores. [More...]

October 4, 2016
Salesforce has agreed to acquire its Marketing Cloud partner Krux, which offers a data management platform. Salesforce will pay $340 million in cash and issue between 3.4 million and six million shares of common stock to consummate the deal, according to documentation filed with the U.S. Securities and Exchange Commission on Monday. That's worth an estimated $700 million in all. [More...]

September 30, 2016
Something tells me that if Salesforce already leaked news about its new AI product, Einstein, that it might not be the biggest news that will emerge from Dreamforce next week. However, I also think Einstein will be involved in whatever is the big takeaway. Salesforce has become rather large, with $8 billion-plus in revenue. A member of the Fortune 500, it still tries to be nimble. [More...]

September 29, 2016
Larry Ellison was having too much fun. In his second keynote of this year's Oracle OpenWorld user conference, he was talking about his company's database, Oracle 12c, and comparing it highly favorably to Amazon's competing databases. It seems Ellison always has fun, which is one likely reason that the 72 year-old CTO and executive chairman of the board, looks 52, sounds 42, and probably feels 32. [More...]

September 27, 2016
"I dare you to find a sales person or account manager who enjoys spending the last 45 minutes of the day inputting data into the CRM system," said Bullhorn CMO Gordon Burnes. "A lot of companies are facing the CRM adoption challenge. Why is it that this account record doesn't have much data in it? When was it that the account manager last visited? That information just doesn't get into CRM. [More...]

September 26, 2016
There's been a lot of virtual ink spilled about the glorious future promised by the Internet of Things: just-in-time service, data-assisted performance optimization for devices, automatic software upgrades, and a host of other hands-off solutions that make life easier for customers and results better for businesses. Over the last 18 months, many have come to see the IoT as an inevitability. [More...]

September 22, 2016
Automation has a habit of killing jobs, which has been true since the Industrial Revolution. However, it seems that we're discovering this truth all over again. We easily forget when we focus only on the job-creation aspects of automation, and that usually gets us in trouble. Since the IR, there have been five distinct economic waves lasting between 50 and 60 years. [More...]

September 21, 2016
Anyone who works with sales people knows that their ultimate incentive is their commission check. Since the first time that "sales" was identified as a profession, we've been paying the people who sell based primarily on their results. This has worked well -- but things are starting to change. The drive for results at the expense of all other considerations is running smack dab into new realities. [More...]

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What's your alarm level over cyberattacks on the Internet's infrastructure?
Red: A deadly cyberwar will occur -- It's when, not if.
Orange: A big one could be costly and threaten public safety.
Yellow: We need to improve cybersecurity at a faster pace.
Blue: Regional outages will become more frequent and more annoying.
Green: There's no way anyone could take out the entire Internet.