Oracle recently announced a new connection between its Service and IoT clouds. That makes total sense to me. I bet a lot of folks think of the Internet of Things as those machines that do things directed by algorithms -- and if so, they might wonder why they need to be connected to customer service, such an obviously human channe...
Since its founding in 2007, Zuora has been the champion of the subscription economy, as a differentiator for companies that sell products as services and have to bill and collect monthly rather than engaging in a single one-time transaction. Few people realize how complex it is to run a business tha...
It's been a rough couple of months, and we should talk about something fun and not political, but CRM-centric. I know! Let's ask how the election influenced CRM. Seriously, there's a nugget in there that ought to get us all thinking about business and keep our minds off that other stuff. Come on, it...
I've been writing about customer loyalty a lot -- and not just to sell my book, though you can buy it any time you want. Seriously, though, markets everywhere are cooling. They once were ripe with new categories and products, but everybody now seems to have the new stuff, and growth is falling back ...
The recently released spreadsheet hacked from Salesforce board member Colin Powell's email names multiple companies that Salesforce was at least considering acquiring. In the aftermath of the initial reports, it's worth noticing that there were at least two enterprise resource planning/back office c...
This is going to be political but you won't be able to tell which side I'm on. You might ask, why on Earth would I get involved even tangentially in politics right now? The simple answer is that it impacts CRM and I have a viewpoint -- but as I say, I'm not picking or revealing a side. I've been doi...
Artificial intelligence 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. Both might be true. There definitely will be jobs that no longer make sense fo...
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 han...
There recently has been an increase in the talk 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 ...
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...
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 t...
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 hav...
Sunday's Oracle OpenWorld keynotes were good -- especially when compared with prior years -- but they still suffered from the perennial problem of trying to stuff too much content into a two-hour event. Diane Bryant, SVP at Intel and a big Oracle partner, spent an hour covering a very broad landscap...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Workbooks Takes On CRM Giants With Plain-English AI
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