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Tuesday - May 10, 2016
business-software
It has been 40 years since Bill Gates wrote his open letter to the software industry complaining that computer hobbyists were stealing his BASIC program. That was so long ago that Wikipedia has a picture of the source code for "Micro-Soft" BASIC on paper tape. A lot of things have changed since then. In the 1970s when Microsoft was getting started, it was common for people to copy, swap or donate software simply because they could. [More...]

Monday - May 9, 2016
gethuman-customer-service
GetHuman last week launched a service designed to help consumers with the tangle of customer service. For between $5 and $25, one of the eight-person company's five dedicated problem solvers, aided by bots, will call a customer service line on a client's behalf to sort things out. GetHuman also offers a company phone directory service. [More...]

Wednesday - May 4, 2016
tech-revenue-trends
Apple's earnings disappointment thudded into view last week in the middle of briefings at Oracle's Modern Marketing Experience conference. It gave me a lot to think about -- especially the difference between a one-time earnings disappointment and something more serious. I have a feeling that Apple is only the most visible instance of the wheels beginning to wobble on the truck of tech. [More...]

Tuesday - May 3, 2016
Oracle on Monday announced that it has agreed to acquire Opower for $532 million in cash. More than 100 global utilities, including PG&E, Exelon and National Grid, use Opower's customer engagement and energy efficiency cloud services, Oracle said. Opower's big data platform stores and analyzes more than 600 billion meter reads from 60 million end customers of utilities. [More...]

Monday - May 2, 2016
customer-experience
Sometimes, it takes something drastic to change a business' behavior. Standard procedures can remain in place long after they've become detrimental, but sometimes it takes a tipping point to drive home the fact that failing to change is the surest way to fail. For example, the Ford Pinto's easily ruptured fuel tank could have been remedied with changes that ranged in price from $11 to $1. [More...]

Friday - April 29, 2016
salesforce-government-cloud-lightning
Salesforce on Thursday launched Government Cloud Lightning for government agencies, contractors and federally funded R&D centers. It provides a modern, component-based platform and an intuitive user experience, as well as access to Salesforce's partner ecosystem. It lets users build apps for desktops and mobile devices with Lightning App Builder's drag-and-drop visual interface. [More...]

Wednesday - April 27, 2016
cloud-computing-app-development
Last year, I researched the impact of the proliferation of cloud computing on business. I know it sounds like a dry topic, but if you are a CIO or an application development manager, the results can have serious meaning. Cloud computing has deeply penetrated the enterprise and SMB ranks, and 46.3 percent of respondents said they had four or more cloud applications in use. [More...]

Monday - April 25, 2016
b2b-relationship
Respect is a vital ingredient in any mutually beneficial relationship, and that's never truer than in the case of business-to-business buyers and sellers. The most elementary way a seller shows a commitment to a healthy customer relationship is through an ongoing display of respect. That means a relationship in which the seller shows an understanding of the buyer's needs. [More...]

Friday - April 22, 2016
Fox News journalist John Stossel, who recently underwent an operation for lung cancer, on Wednesday wrote that although New York-Presbyterian Hospital's medical care is excellent, "the hospital's customer service stinks." Doctors "keep me waiting for hours, and no one bothers to call or email to say 'I'm running late,'" Stossel said. He doubted all the tests he was given were needed. [More...]

Thursday - April 21, 2016
Fusion this week launched Contact360, an enterprise cloud contact center solution developed in collaboration with Technology for Business, the partner it acquired earlier this month. "Fusion will be offering a clear migration path to the cloud for TFB's Fortune 500 enterprise and government customers, and will sell into our own base of 13,000 business customers," said EVP Jan Sarro. [More...]

Wednesday - April 20, 2016
Zuora, the company that made its bones in subscription billing and payments, held its annual Subscribed user meeting last week and staked out some new turf. It always has been focused on the back office, but its latest messaging included elements of the front office. Perhaps it's no surprise given CEO Tien Tzuo's history as an early luminary at Salesforce, rising to the CMO position. [More...]

Friday - April 15, 2016
Shopify on Wednesday announced that it has agreed to purchase Kit CRM, whose Kit chatbot automatically sends out marketing text messages for online stores. It also lets businesses run targeted ads on Facebook and Instagram, make recommendations based on store activities, post on social media and use functionality provided by other social media apps, Shopify CMO Craig Miller said. [More...]

INSIGHTS
Fake Loyalty
Wednesday - April 13, 2016
customer-loyalty
There's an interesting connection between customer relationships in subscription businesses and loyalty, Zuora CEO Tien Tzuo wrote recently. His article had particular resonance for me, since I just wrote a book about customer loyalty myself. My research is full of old-style approaches to customer loyalty that aren't really about loyalty so much as they are about, shall we say, customer coercion. [More...]

Tuesday - April 12, 2016
Marketing will shape the customer experience by 2020, based on a recent Marketo study of nearly 500 chief marketing officers and senior marketing executives worldwide. The Economist Intelligence Unit conducted the research on behalf of Marketo. Eighty-percent of the respondents believed their departments would exercise significant influence over business strategy by 2020. [More...]

Thursday - April 7, 2016
MetaMind, a startup focused on deep learning, this week announced that it has been acquired by Salesforce. The company's expertise is in natural language processing -- letting computers analyze relationships between words. "We'll be able to offer customers real AI solutions with breakthrough capabilities that further automate and personalize customer support," MetaMind CEO Richard Socher said. [More...]

Wednesday - April 6, 2016
crm-call-center-hold-music
Remember when your mother used to yell up the stairs to get you to turn your music down? Sometimes, in the age before sensitivity awareness, your dad would do the yelling and he'd substitute noise for music. Ah, the good old days. Too bad they aren't here right now yelling at vendors. ConsumerAffairs.com is the brainchild of James R. Hood, a former Washington, D.C., journalist. [More...]

Tuesday - April 5, 2016
customer-retention
Despite the numbers that show how lucrative retention is in an increasingly subscription-driven economy, the emphasis has been on new customer acquisition. That is still true, according to a recent study. Forty-two percent of the firms surveyed said they were increasing their budgets for customer acquisition, while only 33 percent said the budget for retention would increase. [More...]

Friday - April 1, 2016
ibm-bluewolf-salesforce-systems-integrator
IBM on Thursday announced that it has agreed to buy Bluewolf, a Salesforce system integrator. It reportedly will pay $200 million. Bluewolf will provide cloud consulting and implementation capabilities as part of IBM Global Business Services' Interactive Experience practice. The aim is to deliver differentiated, cloud-based, consumer-grade experiences, IBM said. [More...]

Thursday - March 31, 2016
cpq-configuration-price-quote
Virtually every CPQ -- configuration, price and quote -- software vendor on the planet has a credible solution for the processes from which the category gets its name. That's the good news. Unfortunately, the world has moved on. Most CPQ is effective for helping promote transactions, especially the sales transaction, in which a buyer or buying entity makes a one-time purchase of a bill of goods. [More...]

Wednesday - March 30, 2016
Companies have shifted their analytics efforts from consumer-focused processes to operations, according to the results of a survey released last week by Capgemini. Seventy percent of 600 executives said they focused more on operational analysis, and more than 80 percent said analytics in operations plays a pivotal role in driving profits or creating competitive advantage, according to the survey. [More...]

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What do you think about Hillary Clinton's use of private email servers during her term as Secretary of State?
She broke the law and should go to jail.
She violated guidelines -- the issue is overblown.
She placed important state department information at risk.
Her servers might have been more secure than the government's.
I really don't care one way or the other.