Time to go out on a limb, put everything on the table, and make some prognostications about what the big stories will be in and around CRM in 2005. This is all based on the best available research and written with the confidence of knowing that no one will remember any of it by next December. Here...
It's time for a reality check: When it comes to managing e-commerce strategies in your company, how do results line up with expectations? Too many companies hold on to incredibly inefficient Web sites chock full of order capture systems that lead nowhere except to someone's Outlook folders, or catal...
We live in a data-rich world. Data is everywhere you look, and used in so many ways -- to build e-mails, generate lists, create target groups, form reports, even to construct the foundation of a valid strategy. Yet data remains an elusive and stubborn beast, and it can become a point of contention b...
Luck plays a role in life. I don't pretend to understand it, and I believe we make our own luck, but occasionally we also inherit some from the cosmos. How else do you explain the timing of Salesforce.com's announcements last week at DreamForce, its annual user group meeting in San Francisco? The ...
Making inroads into the next major market for software isn't going to happen from enterprise vendors trying to wedge expensive, large application footprints into a product strategy that appeals to medium-sized companies. Despite Oracle, Siebel and others proclaiming they can make this strategy work...
Forgive me, but amid all the excitement of the baseball post-season, it's hard to believe there are other important things going on in the world. Last week some important earnings numbers came out of the communications departments of archrivals SAP and Siebel, which I only got to after reading the e...
Last week the numbers moved. No, not the election, but something equally important. Let me explain. For the last couple of years, whenever I ran a survey about CRM acceptance, I always included some questions about how the customer prepared for the deployment. I started doing it because I had a hu...
Research firms benchmark other companies, but they don't benchmark themselves. This is one of the biggest ironies of the research industry. Financial analysts are now benchmarked as they give their stock recommendations on CNBC. When you watch CNBC and see a positive endorsement of a stock from an ...
The annual meeting of the North American Siebel user group is a big deal, and last week's convocation in Los Angeles played true to form. It was new CEO Mike Lawrie's first opportunity to address the group and meet with customers, press and analysts on a grand scale. Lawrie took over from founder T...
Two major CRM events took place this week, with Gartner and Siebel coaxing CRM users out of their cubicles to warm West Coast locations. Gartner's Customer Relationship Management Summit took place in Scottsdale, Arizona, while Siebel hosted its annual User Week in Los Angeles. Both tried to add a v...
Last week Salesforce.com introduced a new call and contact center service called Supportforce.com. It's a slick package that includes the hardware and software any company needs to initiate or enhance call center activities right down to voice over IP. Salesforce now joins the ranks of companies suc...
The debate over whether Oracle will prevail in its attempt to acquire PeopleSoft is over. Mario Monti, the European Union's competition commissioner, is expected to approve the merger before October 31. With the European Union on board, Oracle has the legal momentum to make this merger happen. The d...
They're at it again -- Oracle and (reluctantly) PeopleSoft -- like siblings in the back seat on the ride to grandma's house. Now that a federal court has said that Oracle's pursuit of its rival is OK on anti-trust grounds, Oracle is trying to clear the remaining hurdles, such as the European Commis...
This week I'm trying something different. I usually try to go in-depth with one subject for a column. To do that I frequently start out writing about a number of different ideas just to see where they end up. Many of the ideas don't make it into a column because they never reach a sufficient length...
It's time the software industry quit ducking the tougher questions of growth by blindly claiming that every segment will either be conquered by or collapse into the domain of enterprise resource planning systems. It's getting tiresome to have so many industry insiders, financial analysts, journalist...
Visionary leader shaping the future of tech
Disruptive innovator shaking up traditional industries
Risk-taker with both successes and failures
Overhyped and sometimes out of touch
Polarizing figure causing more harm than good
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Next-Gen Super Bots Built To Enhance Customer Communications
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Coveo Report Reveals AI Search Enriches Customer Engagement
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Surefront Unified Toolkit Modernizes CRM and Retail Management
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Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront
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Morphing Demographics Require Imaginative PR Strategies
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How To Leverage Gen AI Without Losing the Corporate Shirt
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To Deploy a Better CRM With AI, Keep Humans on the Help Desk
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Retailers Turn to AI for Holiday Shopping Season Success
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Bigeye’s Dependency-Driven Monitoring Boosts Reliability of CRM Data
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