I was so looking forward to getting the Facebook IPO out of the way, and then splat, like a ripe tomato in the kisser, we have to learn that the underwriters might not have shared some pre-IPO information transparently. Enough already! Bankers appear to be tone deaf to the fallout from their gross...
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. Actually, the crescendo was not limited to last week bu...
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 customer...
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 th...
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...
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 ...
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. It repr...
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 h...
I have great admiration for the work of Daniel Kahneman. He's an Israeli psychologist whose work with the late Amos Tversky won the Nobel Prize in Economics in 2002, even though neither was obviously an economist. The pair built the foundation for behavioral economics and did early work on framing...
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 t...
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 part...
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 c...
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. Yammer claims that mo...
You can gauge the success and financial health of almost any company by looking at revenues. At least this is true in the short term. Since revenue is a lagging indicator -- with the exception of monthly recurring revenue that subscription companies measure -- it only tells you where you've been, ...
I spent the best part of last week cruising up and down Silicon Valley, checking in with customers and would-be clients. The consensus from this non-scientific survey is that business is better than OK, and most people are expecting this year to be the best in a while. Of course, there is a cloud ...
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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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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