I'm a gigantic San Francisco Giants fan -- so, two World Series Championships in three years has been something of a dream come true. But when I was a kid, my family was devoted to the Oakland A's -- as they won three consecutive championships from 1972-1974. As a much younger adult, I worked for th...
Salesforce.com is reportedly close to acquiring social media marketing manager Buddy Media for about $800 million. Buddy Media's main business is helping corporations manage their brand presence on Facebook. It has branched out to other social media platforms, including Google+, Twitter and LinkedIn...
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...
Salesforce.com hit it out of the park with quarterly earnings for its fiscal fourth quarter and full fiscal year, which ended Jan. 31, 2012. Total Q4 revenue was $632 million, an increase of 38 percent on a year-over-year basis, topping the $624 million expected by analysts. For the full fiscal year...
The ire exhibited by consumers in the wake of Bank of America's recent announcement that it would impose a $5 monthly fee for using debit cards for retail purchases does not seem to have been a momentary flash -- at least, not based on findings in a survey by The Research Intelligence Group. Thirty ...
I was eating dinner at my favorite Japanese restaurant last night, and I was nearing the end of my meal when the waitress came to the table and presented two beautiful pieces of maguro, or tuna sashimi. When I said I hadn't ordered it, the sushi chef leaned over the counter. "No -- you did not order...
For years, Verizon Wireless has fielded complaints from customers about mistaken data charges. This Sunday, the carrier announced it was providing a rebate totaling $90 million to be distributed to the estimated 15 million customers hit by these charges. Most of the customers reportedly were clip...
Retailers' worst nightmare has indeed come to bear: American consumers have permanently changed their buying habits, according to research by several firms. Gone are the days of shopping as a pastime. And, for all practical purposes, brand loyalty has just about evaporated. In its grocery-buyer surv...
Just as the legal slapfest between Verizon and AT&T was put to rest in court, consumers rendered their own verdict -- the latest Consumer Reports customer satisfaction survey of wireless carriers ranks Verizon first and AT&T last. The ratings are based on more than 54,000 responses about con...
This fall has not been kind to T-Mobile. First, the mobile operator had to account for mountains of lost data that Sidekick customers had stored on the infrastructure of Danger, the Microsoft-owned company that developed the Sidekick device. Then there was the nationwide service outage for millions ...
The U.S. has a wireless subscriber base of nearly 270 million users, with 12.5 percent using mobile Internet services. At the other end of the wireless technology spectrum, 98 percent of all cellphones in the U.S. are now text-enabled. In the past two years, texting increased more than 450 percent.
For the last few years, Amdocs has been introducing modules, or "packs," to customers. These are packaged applications that are equipped with features that address a specific task or functional area and are designed for fast implementation. This strategy was on display last week when Amdocs rolled o...
Memo to telecom service providers: "We never thanked you, but you did a great job offering us consolidated billing. It is hard to remember now, as for the last few years you have been so aggressive in promoting bundled services, but five years ago, this was a major pain point. Three bills for ISP, c...
The number of diabetes patients and those with the potential for diabetes has grown substantially over the past decade and continues to expand. This trend creates a tremendous demand for innovative care solutions and service models. New service innovations will take advantage of the latest monitorin...
Are cable "bundle" customers changing channels to wireless telecom services? A recent study by the CFI Group, which focuses on measuring customer satisfaction and CRM issues, indicates they are. That is, if they can. Some can't, either because the choice is unavailable, or they have signed the optio...
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AI Is Already at a Tipping Point
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