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Friday - July 11, 2014
Amazon's reputation for stellar customer service could become tarnished if its current flap with the FTC gets out of hand. The FTC is suing Amazon for permitting children to make millions of dollars in unauthorized purchases through its Appstore. Similar accusations have been circulating for years. Other companies, including Apple, have been targeted, said Strategic Vision CEO David Johnson. [More...]

Thursday - July 10, 2014
As much as we may wax on about engaging, enchanting and delighting our customers, most of them are not expecting such an experience. In most cases, their purchase is prelude to something else pleasurable, if the purchase is B2C -- or profitable, if it's B2B. If there's some service they're purchasing in addition to a product, then experience becomes very important. [More...]

Wednesday - July 9, 2014
Ray Donovan was U.S. Labor Secretary under Ronald Reagan and a colorful figure. During his tenure he was indicted by a Bronx, N.Y., grand jury on corruption charges stemming from a contract to build a subway line. The trial involved unions and the mob and was automatically sensational. The verdict turned on whether a construction company got a contract due to mob influence. [More...]

Tuesday - July 8, 2014
Despite their financial burdens -- unconscionably high levels of college education debt and a lackluster job market -- everyone wants to know what millenials want. Where will they live? What will they buy? Mobile, of course, is an important part of millennial life. Young adults would be willing give up the basics -- sex, TV, who knows, possibly even oxygen -- if necessary to keep their devices. [More...]

Monday - July 7, 2014
Blackbaud recently upgraded its cloud-based eTapestry fundraising application with tools addressing what seems to be a perennial problem in CRM -- dirty data. The ultimate goal of the upgrades for the application, which is designed for nonprofits, is to improve the quality of donor information. The upgrade does that via two new enhancements integrated from Blackbaud's Target Analytics division. [More...]

Thursday - July 3, 2014
It always happens this way. A market erupts or transitions to something new or it goes the way of the dodo and you miss the key turning point. Looking back, you can spot the telltale signs of disruption. People like me, who try to forecast these great events, have the reliability of a dartboard. Nonetheless, I'm doing it again. I am declaring that CRM is in the early phases of a major transition. [More...]

Wednesday - July 2, 2014
Zendesk has rolled out Zendesk Insights, a new analytics and data visualization tool that sits on top of its flagship customer service platform, for its Plus and Enterprise users. "One thing we have been hearing from our customers is that they want more access to the data and analytics that they produce by interacting with their own customers," said Sam Boonin, VP of product at Zendesk. [More...]

Monday - June 30, 2014
Virgin Atlantic recently announced the expansion of a pilot project in which flight attendants use Google Glass to meet and greet customers. For the initial project, the airline equipped the concierge staff in its Upper Class Wing at London's Heathrow airport with Google Glass so they would have easy access to such information as connecting flights or loyalty points. [More...]

Thursday - June 26, 2014
"Perfection is the enemy of completion" is a bastardization of a translation of the first line of a poem by Voltaire. That makes the saying itself sort of an example of what Voltaire was talking about -- but it doesn't make it any less true. In the processes we use to run our businesses and deal with customers, there's a lot of "good enough" thinking. [More...]

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