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Social CRM's Point of First Impact March 11, 2010 
Service is becoming perhaps the most important leg of CRM. It's not just me saying it -- it's many others, including Paul Greenberg, who literally wrote the book on CRM. With the economy in the state it's in, that makes sense; keeping the customers you already have has never been more important. However, service has some internal cultural hurdles to clear before it gets the respect it deserves.
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Sour Grapes, Part Deux: SXSW Shows New Media Its True Colors March 05, 2010 
"OMG, somebody call the Waaaambulance!" went a comment on last week's column about South by Southwest. I had prepared myself for reader snark following my "it's all about me" piece regarding SXSW's denial of my complimentary press credential request. What truly surprised me, however, was the strength of a single tweet about the column.
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Software AG Brings Social Networking to BPM March 04, 2010 
Software AG has developed a vertical social networking and collaboration platform that for the BPM industry. Now in open beta, ARISalign is built on Amazon's Web Services and equipped with modeling capabilities, as well as virtual versions of tools typically used by process experts, said Matt Durham, VP of market development.
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Is Sony Playing a Dangerous Game With PS3 Customers? March 03, 2010 
Gaming companies like Sony, Nintendo and Microsoft ask a lot of their customers. Every few years, they are encouraged by the companies to spend a few hundred bucks to upgrade to a fancy new console. But as far as I can recall, only Sony has ever asked its fans to not play those consoles.
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Facebook's News Feed Patent Lock - Vaguely Menacing? March 01, 2010 
Facebook last week won the right to call the news feed its very own. Patent 7,699,123 was issued by the U.S. Patent Office last Tuesday to CEO Mark Zuckerberg and seven other Facebook executives. It's described as a method for displaying a news feed in a social network environment.
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A Sour-Grapes Special: SXSW Snubs ECT and Me February 26, 2010 
Austin, Texas, is the home of the annual South by Southwest Festival, which in 23 years has grown from a music-only celebration featuring a few Sixth Street bars, a handful of bands and lots of Shiner Bock beer, into a two-week, multi-media extravaganza featuring hundreds of Next New Thing musicians, filmmakers and technology movers/shakers -- and lots of Shiner Bock beer.
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Location-Aware Social Nets: Lights On, Nobody Home February 25, 2010 
Last week, Dutch group Forthehack launched PleaseRobMe, a site meant to expose the danger of location-based social networks such as Foursquare, BrightKite, Gowalla, and Google Buzz. Basically, PleaseRobMe says that every time someone posts his location in a location-based social network, that person is publicly announcing that he is not home, which could be taken to mean, no one is home.
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Social CRM: Walk Before You Run February 25, 2010
Had a meteor hit the Dulles Westin outside of Washington, D.C., two weeks ago, it would have set social CRM back 10 years. That meteor, in addition to melting a lot of snow, would have vaporized in a trice the vast majority of the world's serious thinkers on the topic of social CRM.
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The Trouble With Augmented Reality and Other Cool Tech February 24, 2010 
Clearly, exponentially growing technologies are set to change social communications, bringing up a number of touchy privacy and control questions. This year's TED conference showcased a wide variety of gadgets and ideas, one of the most interesting being Microsoft's new "augmented reality" mapping technology.
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Is Google the Next Microsoft and Microsoft the Next Apple? February 22, 2010 
This past week, two rather interesting events got me thinking about how Apple, Google and Microsoft seem to be changing places. Microsoft announced Windows Phone Series 7, and Google announced Buzz (also known as "Buzz Kill") into the market. Microsoft kind of pulled an Apple with this, in that it stepped away from the field and created something distinctly different and potentially more capable.
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Search Marketing 2010: Everyone Will Have to Work Harder February 22, 2010 
Search marketing will undergo many changes in 2010, according to marketing agency Greenlight. Among other things, Facebook will have to offer better ad tracking, mobile search will take off, and Google will rethink incorporating Twitter search data into its real-time search results as well as include video content in page relevancy scores.
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Buzz's Latest Tweaks Make for Some Awkward Social Interactions February 21, 2010 
Last week, Google Gmail customers saw a promised round of software changes whose purpose was to make Google Buzz users more aware of their privacy options, and to give them a more obvious way to back out of Buzz. These changes came a mere nine days after the social networking product's rollout as an element of Gmail, although some have already claimed personal damage and have already begun legal action.
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The Blazing Backlash Against Buzz February 19, 2010 
Google would like you to know that it's very, very sorry that its new Buzz social network treated your social life like Procter & Gamble treats bunny rabbits. It's all a big misunderstanding. And by the way -- no one was actually harmed, no personal data was leaked, and you're the one who's confused, Google CEO Eric Schmidt said at the World Mobile Congress this week.
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Salesforce.com Aims to Make Office Chatter Productive February 19, 2010 
Salesforce.com has rolled out a private beta program for Salesforce Chatter, a real-time enterprise collaboration application and platform. Positioned by Salesforce.com as an alternative to such collaborative software applications as SharePoint and Lotus Notes, Chatter enables employees to stay connected to designated people, documents and applications.
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Legal Buzz Saw May Have a Dull Blade February 18, 2010
The latest blast of indignation against Google's much maligned social networking tool, Buzz, has arrived in the form of a lawsuit filed on behalf of Eva Hibnick, a Florida resident, in a San Jose federal court. The complaint alleges privacy violations and seeks class action status.
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Outlook Takes Timid Step Into Social Networking February 17, 2010 
Microsoft has forged deals with LinkedIn, MySpace and Facebook to connect their networks through its popular email and personal information manager, Outlook. The company introduced Outlook Social Connector when it rolled out a beta of Microsoft Office 2010 last November. The OSC connects emails, contact information and networking sites within the Outlook application.
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