CRM News: Trends

The Salesperson's New Toolbox
May 23, 2012

Last week was like the fireworks on the Fourth of July. You know how at the end they fire off a huge flourish of explosives, and if you live in Boston for some reason the Boston Pops play "The 1812 Overture?" It was like that minus the Pops. SAP, NetSuite and Xactly, just to name a few, all had conferences.

The Joy of IP Address-Mapping
May 22, 2012

Personalization sits at the very heart of marketing performance improvement in B2B as well as in B2C companies. The latter camp has made enormous strides in recent years in being able to present customers and prospects with relevant content, offers, recommendations, and other types of messages via online channels, including the company website, in an automated and systematic fashion.

NetSuite, Transportation and the Internet of Things
May 18, 2012

This spring has seen a raft of software company events and announcements, and they've been good meetings full of real news and important new developments. It is as if these companies bided their time during the worst of the recession, building new product, thinking about the future and how customers will use their technologies.

The Rise of Open Source
May 16, 2012

SugarCon, the SugarCRM user meeting held in San Francisco a couple of weeks ago, did some important things for Sugar. It was a coming out party of sorts for a company with a distinct business model and strategy, namely open source. It was also validation of that strategy and, for many, a new realization of what open source means.

E-Commerce Companies Pleasing Customers More Than Ever
May 09, 2012

E-tailers are getting better and better at making their customers happy, according to the annual E-Retail Satisfaction Index released by ForeSee. In this year's report, a record 36 online retailers out of 100 achieved the so-called "threshold for excellence," with scores of 80 or higher on the 100-point scale. That compares with 28 sites achieving this distinction in 2010 and 2011, and six reaching it in 2009.

Sustainable CRM
May 09, 2012

There was an interesting article about airlines in The New York Times last week, "When Flying 720 Miles Takes 12 Hours," but the subtext was all about CRM, or at least where CRM has to go. If you know me at all, you know I closely attend to macroeconomics and energy issues, and they are all over this article.

Spring Renewal
May 02, 2012

I read Chaucer's Canterbury Tales in college, and now every April brings me back to the opening verses about springtime and renewal. This April was especially memorable in our industry, and as the month has just passed I wanted to take a moment to discuss some of the things I witnessed. Mostly, for me, there was an unmistakable sense of renewal in CRM and in the tech sector more generally.

Oracle's Big Pivot Point
April 25, 2012

This might be the year we look on in hindsight as the time Oracle got its groove back. It is well known that CEO Larry Ellison thinks in 10-year cycles and about how the industry seems to morph like a caterpillar about every decade. He's not the only one. Marc Benioff, CEO of Salesforce.com, has referenced the decade cadence, and others have too.

Customization on the Cutting Edge
April 20, 2012

Every day, I meet retailers who are eager to learn how they can add a co-creation, customization, or personalization feature (collectively "Customization" with a capital 'C') to their existing offerings. They often start the conversation off with an overview of their current products and quickly move to a discussion about which of them cater to the "customization" demographic.

When It Pays to Start With Mobile
April 18, 2012

CRM vendors that have wondered about the necessity of porting their applications to the small screen should take note of last week's acquisition of Instagram by Facebook. Instagram is the tip of a big iceberg and is perhaps a signal of yet another disruption in a disruption-prone industry.

A Tale of Two Decision-Making Systems
April 11, 2012

Thanks for the overwhelming response to last week's post, "Why CRM Works." It was surprising and gratifying that so many people read and tweeted about it, given its length -- almost double my usual contribution. Since it was based on Daniel Kahneman's groundbreaking work, I give all the credit to him and his great career in trying to understand how we think.

Vendors Must Deal With More Federal 'Commodity' IT Purchasing
April 10, 2012

Federal agencies will be moving significant portions of their annual IT spending to "commodity" type procurement vehicles by the end of 2012. As part of continuing reforms in IT acquisition and management, the White House Office of Management and Budget has directed agencies to immediately begin the process of consolidating IT procurement, with a focus on shared service arrangements.

Microsoft: Turn the Corner, Connect the Dots
March 28, 2012

To get a sense of all the wonderfulness surrounding Convergence, you need only glance at some of the many observations made by the likes of Paul Greenberg, Brent Leary, Dennis Howlett, Josh Greenbaum and many others. So kudos to Microsoft. My observations will be somewhat different. While I also think Microsoft has made important strides and I applaud its CRM team, I want to focus on what's around the bend.

Telework Growth Spurt Drives Feds' Hunger for Mobile Tech
March 27, 2012

The market for mobile information technology will grow sharply in the next few years as employers increasingly embrace both "at home" telework solutions and the use of other remote access capabilities, including smartphones and tablets. In a February forecast on mobile data traffic, Cisco Systems predicted that such traffic will grow at a compound annual rate of 74 percent in the U.S. between 2011 and 2016.

The Insurgents and the Status Quo
March 21, 2012

If you read Steve Jobs by Walter Isaacson, you get a good sense of the rivalry between Jobs and Bill Gates and Microsoft, or between Apple and the rest of the world more generally. But the rivalries were really between that past/present -- and the future -- and Jobs and Gates were only playing parts that were scripted long ago. The play's outlines are of insurgent new ideas against the status quo.

Federal Telework Initiative Not Quite There Yet
March 20, 2012

The notion that the U.S. government workforce is a huge, deskbound bureaucracy is the typical stereotype, but that vision is only part true. The federal workforce is huge, and it may be well be bureaucratic -- but federal workers are not always deskbound. Many federal jobs require mobility. Agricultural and industrial inspectors, Border Patrol agents, tax and financial examiners come to mind.

It's ASP All Over Again
March 14, 2012

One of my favorite Mark Twain quotes is, "History doesn't repeat itself, but it rhymes." I thought of it again last week when I read about the price war going on in the Infrastructure as a Service space. Larry Dignon made the clever observation that he paid more for electricity in January than it cost to get IT infrastructure now that Microsoft and Amazon have decided to double down on the infrastructure game.

Selling the Legacy Concept
March 12, 2012

Yammer announced an impressive $85 million financing recently. You might already know that Yammer provides enterprise social networks, the kind of collaborative spaces that enable employees to "swarm" on issues to achieve resolution or deal with a customer issue, for instance.