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Stocks and Flows, in Brexit and CRM
April 4, 2019
In one way or another, CRM is the heart of the digital disruption, or the modernization of business. CRM was the first front office system to help organize significant staff doing important but far from routinized things for the business. You could rely on back office apps to organize various aspects of production, but the front office was the Wild West before CRM.
Extreme Customer Experience
April 2, 2019
CRM guru Samson Lee has a new idea about customer experience. I don't know that I agree with it, but Lee has a way of making you question your assumptions and possibly change your viewpoint. Lee describes extreme experience as the inevitable pain you have to go through to reach nirvana -- that is, get the product or service you want from the vendor you want.
Apple's Path to Destruction
April 1, 2019
One of the things I mention very infrequently is that I was groomed to be a CEO from a very early age. My educational background and two programs at IBM gave me a unique view of what kills a company. One of the big company killers -- and Chrysler before Lee Iacocca is a leading example -- is excess product breadth. That is what we just saw from Apple last week.
Is Your Contact Center Ruining Your CX?
March 27, 2019
While CRM software is a vital tool, CRM itself is really a discipline: It's the cultivation of the customer relationship and the management of customer data to create better experiences for the customer and to generate better results for the business. The CRM application doesn't exist on its own in many organizations -- or in many vendors' suites of products, for that matter.
CDP Early Days
March 26, 2019
Here we go again, right down the hype cycle and into new product land. In the last week, two major enterprise software companies, Oracle and Salesforce, announced customer data platform products. Oracle announced its product last week in Las Vegas at its Modern Customer Experience event. This week, Salesforce announced that it is building a customer data platform.
The Future According to Nvidia
March 25, 2019
I spent last week at Nvidia's GPU Technology Conference, and I expect this will be the last year it will go by that name. The company has evolved significantly during the last decade with robotics, AI, and even complete workstations and servers taking it well beyond its GPU roots. However, Nvidia doesn't yet have an effective way to convey how all the things it is doing will change the world.
Oracle MCX
March 21, 2019
Oracle held its Modern Customer Experience conference in Las Vegas this week, and it was eye-opening. This is the fourth MCX conference and an important milestone for a company that came to the cloud later than its competition. No doubt about it, Oracle has done much in a short time to develop and deploy its customer experience vision, so it is now possible and fair to critique the company's progress.
How to Rein In Powerful Companies Without Ruining the US Tech Industry
March 18, 2019
Elizabeth Warren's desire to curtail Facebook, Amazon and other companies that have misused their massive power -- or may do so in the future -- is well founded. The U.S. appears to be trending toward civil war, and I'd place social media in general on the wrong side of this trend. However, we need a plan that will cure the problem without killing the patient.
Millennial CRM
March 13, 2019
Trying to do business without also having a modern CRM system is like walking around naked. You can do it, at least for a little while, but people will begin to think you're weird -- and the trouble is, those people are all potential customers. CRM is essential today because, despite our reverence for the free market, it's really more like free markets -- plural.
The Strange Tech Wars of 2019
March 11, 2019
The tech market is defined by its battles: Microsoft vs. IBM; Apple vs. Microsoft; Netscape vs. Microsoft; Google vs. Microsoft. If Microsoft were a person, it likely would have PTSD. Then there was Apple vs. Google, and now the big one is Apple vs. Qualcomm. The screwy thing for me is that Huawei represents a far greater threat to both companies than they represent to each other.
Structural Shifts in Semiconductor Industry Spawn New Trends
March 8, 2019
Long-term trends in the technology segment are often the result of structural change. One such change in the semiconductor space was the shift to outsourcing specialized functions, including technology development in the form of intellectual property, chip design, fabrication, and packaging and test. That change has sparked a trend toward customization.
Modern Selling
March 7, 2019
Looking at the current assortment of CRM functionality, including AI, machine learning, voice recognition and chatbots, you might conclude that the tools are evolving to remove salespeople and others from direct customer contact -- and you wouldn't be wrong. What's surprising to me, though, is the amount of sales angst among senior people about the division of salespeople's time.
Breaches: Fix the Issue, Not the Blame
March 5, 2019
Following a natural disaster that causes property damage to businesses and homes -- say a hurricane, fire or flood -- how often do you hear suggestions that the victims were at fault for their misfortune, or that they could have done something to prevent the event from occurring in the first place? Not often, right? We all know that events like that are possible. We plan around those possibilities, and we don't blame the victims.
Michael Cohen and the Creation of a Deep Learning AI Lie Detector
March 4, 2019
Like many of you I was fascinated by the Michael Cohen testimony last week in what was more performance art than fact-finding. It tends to be fascinating to watch disgruntled ex-employees testify, but they often aren't the most reliable witnesses. The personal nature of their termination tends to push them toward exaggeration, and many were fired for legitimate reasons.
Why Children Should Learn to Code
March 1, 2019
Learning to code, regardless of the path a child chooses to take, is crucial today. Research shows us that this knowledge will be important in any career. As both a female leader in technology and a mother of a 10-year old boy, I am acutely aware of its critical importance in both my professional and personal life. Coding is a necessary literacy in this technological age.
Salesforce Reflections
February 26, 2019
Salesforce will be celebrating its 20th birthday on March 8. Where did those decades go? "Time flies like an arrow," said Groucho. "Fruit flies like a banana." There it is. A respectable chunk of the analyst community that follows Salesforce converged last week in San Francisco inside the company's cavernous new headquarters to hear about its plans for the year ahead.
The Latest Efforts to Make the iPhone Obsolete Could Have Teeth
February 25, 2019
The Mobile World Congress is the annual event where everyone who hates Apple goes to grouse about their profits and point out Apple's lack of real progress. That's pretty much everyone who is anyone, aside from Apple itself, which also is at the event. Much like CES often does, MWC tends to spin pretty hard toward the "I hate Apple, I'd like to be Apple" crowd of competitors.
Will Congress Override State Net Neutrality Laws?
February 21, 2019
Way back in the dark ages in May 2011 -- about 2,345 Internet years ago -- I wrote a column about Net neutrality, which was in court at the time. For those of you who are not sure, "Net neutrality" is short for "Internet neutrality" or "network neutrality." The concept addresses user access to the Internet, and the debate around Net neutrality centers on whether ISPs can limit, tier, block or otherwise affect Internet performance.
Wireless Charging and Our Autonomous Electric Future
February 18, 2019
One of the biggest problems for those of us who have electric cars is charging. Chargers that drop the charging time to a few minutes have been coming to market, but the cars that can use them haven't yet begun to ship. What this means for most of us is that we are talking anywhere from 45 minutes to several days to fully charge our cars, depending on the charging system we have access to.
Spreading CRM's Message
February 12, 2019
I've recently been writing a lot about platforms -- not about any one in particular, but about the importance of platform to the future of what we all do in CRM and beyond. Platform provides a level of abstraction between machines and humans. Inventing the platform was like inventing the power loom or the printing press. It was a way to separate the creative effort from rote production.
How IBM'S Project Debater Could Fix the State of the Union
February 11, 2019
Last week, like a lot of you, I imagine, I watched the State of the Union and tried to figure out what was true and what was fiction. Tied into several of the live-streamed press fact-checking streams, I found that the comments validating or invalidating what the president said came in so far after the comment was made that it would have been better to wait until the next day.
OceanX and the E-Commerce Subscription Wave
February 8, 2019
Becoming a subscription provider used to be a big and expensive task. To get into the game, a vendor needed to build a subscription business model right next to its traditional businesses, which typically involved building an e-commerce Web store and member site, organizing an online price list and catalog, and figuring out how to handle subscription business receipts, shipping and returns.
Will the Sharing Economy Kill Personal Ownership?
February 7, 2019
The social networking era brought about a sharing economy. We share not only our lives, but also everything from cars to clothes to chickens, yes chickens. Services like Uber and Airbnb have ushered in a new era, and industries rapidly have been embracing the change to determine how to benefit from the shift in terms of future revenue. So, will we buy things in the future?
The State of Selling
February 6, 2019
What's the state of the selling profession today? In brief, it fluctuates significantly based on economic circumstances and a company's position in a category lifecycle. At the start of a category lifecycle, when vendors really need people who can educate and explain what a disruptive innovation actually does, salespeople are in demand and life is very good indeed.
How Do You Build a Software Company?
February 5, 2019
How do you build a software company? There are certainly things you need to do and not do on the way to building a successful software company, but there are no recipes. In my career, I've seen firsthand some of the ways that company builders succeed or fail, and to paraphrase Tolstoy, happy companies are all alike; every unhappy company is unhappy in its own way.
FTC v. Qualcomm: What Really Is Going On
February 4, 2019
I've been watching antitrust cases actively since the 1980s. I had to study historical antitrust cases going back to Standard Oil and RCA, in order to ensure compliance with a related consent decree When I worked at IBM. Each of the other cases had one thing in common: Both of the companies being charged were massively and obviously monopolies. There were many questions.
What's Wrong With the Social Media Model
January 31, 2019
The social media model has come under increased scrutiny following revelations of data misuse and news of executives reneging on some security commitments. People expecting to change the situation will need to address how social media works. This means changing not just the business model, which describes how a social media business makes money, but the fundamental technology model too.
Why Intel Is in Such Horrid Condition
January 28, 2019
Intel released earnings last week. It beat expectations on the bottom line, but it missed big on the top line and the outlook was dismal. Looking under the covers, the company is a mess. The expected CEO announcement didn't occur. AMD's earnings are expected to be very strong, and AMD just made some organizational changes that suggest an increase in its competitive attack.
4 Techniques for Validating Enterprise Blockchain
January 21, 2019
There's been a lot of hype about blockchain over the past few years. Nowadays though, there are signs that we may be on the cusp of moving from the "blockchain will solve all your problems" segment of the hype cycle into the "blockchain may be useful for a few targeted applications" segment. Utility-based Darwinism is at work -- we're starting to see the less likely applications fall away.
Jaguar I-Pace vs. Tesla Model 3: Which Is the Better Electric Car?
January 21, 2019
To suggest that electric cars are having a painful birth would be a colossal understatement. Tesla clearly plowed this field and quickly recognized that the lack of a charging infrastructure was going to be a problem and, with reasonable effectiveness, dealt with it tactically. However, those "tactical" chickens are about to come home to roost and it probably won't be pretty.
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Should government regulators force the breakup of big tech companies?
Yes -- it's the only way to restore competition.
No -- breaking them up would make them less useful to consumers.
Yes -- it would encourage entrepreneurship and innovation.
No -- but some regulation is needed to restrict their power.
Yes -- but only the firms that function as utilities.
No -- the government should keep its hands off and let the market decide.