They may be still waiting for the first signs of the much advertised recession in the Bay Area. Everything I see here, especially this week, points to growth and all that goes with it. Multiple people have come up to me, phoned or e-mailed seeking introductions or support as they confess to having i...
On-demand applications and cloud computing often mean different things to different people. For developers, Software as a Service is quickly evolving not only as a means to deliver applications -- but as the means to develop them, too. Taking the notion of "development as a service" to its full pote...
If you are in London on April 24th, you might want to check out the next monthly VRM Hub meeting. What is VRM, you wonder? For starters, VRM, or vendor relationship management, is the brainchild of Doc Searls, senior editor of Linux Journal and co-author of The Cluetrain Manifesto. Project VRM is a ...
Salesforce.com and Google have announced the rollout of Salesforce for Google Apps, a product that combines Google's budding suite of productivity applications with the ubiquitous on-demand customer relationship management application. The two are already collaborators on Salesforce Group Edition fe...
The contact center has become the focal point of the customer interaction. Customers spend more time researching products, managing account and order information, resolving issues, and utilizing self-service than they do within the traditional brick-and-mortar storefront. This requires contact cente...
Much ink has been spilled about what, exactly, has been the secret of Barack Obama's overwhelming success. There is no denying his charisma or the appeal of his message, but a behind-the-scenes look at how his political machine operates -- namely, how it empowers its people on the ground to operate ...
IBM is unveiling upgrades to its WebSphere Premises Server at Impact, its SOA event taking place in Las Vegas this week. The buffed-up SOA software -- Version 6.1 -- and IBM's RFID Information Center will be the two main product spotlights at the event. The cumulative effect of the improvements is t...
Oracle has gone to the debt markets to fund its $8.5 billion purchase of BEA Systems. The company has priced an offering in three series of investment-grade notes for a total of $5 billion. It is selling $1.25 billion of 4.95 percent notes due 2013; $2.5 billion of 5.75 percent notes due 2018; and $...
In recent years, First Call Resolution has emerged as a critical element for contact centers looking to become more customer centric. The FCR metric focuses on how well a contact center handles customer requests the first time, and most organizations agree that it is the only true metric that delive...
SAP has signaled its intention to hand the leadership reins to board member and deputy chief executive Leo Apotheker, naming him as co-CEO to serve alongside current chief Henning Kagermann, whose contract expires in 13 months. SAP has traditionally groomed its chief executives in this manner. Kager...
HP has released a number of new offerings targeting the mid-market, including new Linux management tools, remote security access products and -- for companies embarking on a customer relationship management implementation -- two new additions to the HP ProLiant server line that include configuration...
Active is much better than passive in most things, not just CRM. In writing, I am constantly reminded to write in the active voice because active voice is terse, to the point and more intelligible. Passive voice takes perfectly good sentences and turns them into gobbledygook. For example, the active...
A network intrusion at Advance Auto Parts has put the credit card, debit card and checking account information of up to 56,000 customers in jeopardy. Data security at 14 stores in Georgia, Ohio, Louisiana, Tennessee, Mississippi, Indiana, Virginia and New York, has been compromised, according to the...
You would think, based on blogosphere chatter, that Starbucks invented Web 2.0. The company's introduction of My Starbucks Idea last month has inspired numerous bloggers -- some who make it their business to follow Web 2.0, some who could care less about the space -- to post about the new site. Basi...
SynerG, formed in 2005 to develop interactive business mashups, has released its first product -- a contact center application -- from beta. SynerG Contact Center targets a familiar pain point -- one that all agent desktop apps have tried in various ways to address: the difficulty of accessing and i...
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