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One of my great CRM research interests has been investigating how things change, and that interest is not limited to CRM. There is similar evolution in fields that seem only remotely related -- like climate change, which I've written about extensively ...

Adobe just announced what it calls the first digital economy index. It seems like it's modeled after other indices usually kept by the federal government to measure economic output and consumption. The Adobe index captures only consumer consumption behavior, though ...

These days are either the most trying time for encouraging employee engagement or the best we could expect ...

I am always fascinated by edge conditions and the change they drive. Some people use the word "margin" because it's at the margin that things change. A situation or condition exists more or less in equilibrium with the rest of its environment until in one way or another the stresses of the situation become so great that change happens. ...

Life goes on, though I keep thinking about the coronavirus and its impact on business, which is substantial. I am wondering if it's time to count our blessings even as we remain vigilant ...

Someday a future Monty Python comedy troupe will reprise the plague scene from the Holy Grail in which a character pushes a cart through a street shouting "Bring out your dead!" only to discover one who isn't dead yet. ...

Several conferences I was scheduled to attend have been canceled in the past week. All of the sponsors cited an abundance of caution in the face of the unknown consequences of coronavirus transmission and outright COVID-19 pneumonia ...

The coronavirus scare is working its way through the economy -- I'm talking about the real economy, not the stock market -- even affecting CRM. ...

Franchising is a tried-and-true business model with numerous permutations that benefit all participating parties ...

Salesforce this week announced it would buy Vlocity -- a startup with all the markings of a unicorn, including a billion-dollar valuation -- for US$1.33 billion. A lot of other news came out of the company too, including co-CEO Keith Block stepping down and another record revenue and earnings announcement, but I'll focus here on the Vlocity story ...

Our roundtable participants were Laura DiDio, principal at ITIC; Rob Enderle, principal analyst at the Enderle Group; Ed Moyle, partner at SecurityCurve; Denis Pombriant, managing principal at the Beagle Research Group; and Jonathan Terrasi, a tech journalist who focuses on computer security, encryption, open source, politics and current affairs...

Brightback, a San Francisco-based company focused on customer retention for subscription businesses, recently published a report on customer churn and what more than 400 subscription companies say they're doing about it ...

Participants in the discussion were Rob Enderle, principal analyst at the Enderle Group; Ed Moyle, partner at SecurityCurve; Denis Pombriant, managing principal at the Beagle Research Group; and Jonathan Terrasi, a tech journalist who focuses on computer security, encryption, open source, politics, and current affairs...

CRM is an industry that's been full of turning points, and I think it is at another. There have been many smaller turns, like the additions of analytics, social media, and process flow. However, to get a sense of this point in time, I think you have to go all the way back to the turn of the century and the rise of cloud computing ...

Roundtable participants contributing to the conversation were Laura DiDio, principal at ITIC; Rob Enderle, principal analyst at the Enderle Group; Ed Moyle, partner at SecurityCurve; Denis Pombriant, managing principal at the Beagle Research Group; and Jonathan Terrasi, a tech journalist who focuses on computer security, encryption, open source, politics and current affairs...

Clayton Christensen died last week, and we should care. He was the Harvard Business School professor who wrote The Innovator's Dilemma and changed the world, certainly the part we inhabit in CRM. He was only 67 ...

It's hard to say with any specificity where the CRM market will move this year, but I'm a pundit so let me try anyway. After more than two decades, CRM has landed in the business landscape and spread out in impressive ways. ...

Taking part in the conversation were Laura DiDio, principal at ITIC; Rob Enderle, principal analyst at the Enderle Group; Ed Moyle, partner at SecurityCurve; Denis Pombriant, managing principal at the Beagle Research Group; and Jonathan Terrasi, a tech journalist who focuses on computer security, encryption, open source, politics and current affairs...

Contributors to the conversation were Laura DiDio, principal at ITIC; Rob Enderle, principal analyst at the Enderle Group; Ed Moyle, partner at SecurityCurve; Denis Pombriant, managing principal at the Beagle Research Group; and Jonathan Terrasi, a tech journalist who focuses on computer security, encryption, open source, politics, and current affairs...

On deck are Laura DiDio, principal at ITIC; Rob Enderle, principal analyst at the Enderle Group; Ed Moyle, partner at SecurityCurve; Denis Pombriant, managing principal at the Beagle Research Group; and Jonathan Terrasi, a tech journalist who focuses on computer security, encryption, open source, politics and current affairs...