Best of ECT News

The educational e-book market has grown fiercer in the last few years, raising the question of where the end game will leave educational institutions in their attempts to reduce student churn, increase productivity and radically reduce costs. As the battling e-textbook giants try to cut exclusive de...

There's a lot of opportunity for CRM vendors seeking to reach small businesses. While there are 15 million seats of CRM in action today, there are a lot more than 15 million customer-facing workers out there, and the vast majority of them are in small businesses. That's a big opportunity for CRM ...

Engaging the customer has always been fundamental to doing good business. It's just that now that engagement often starts in digital, social media realms. The trick is to figure out how to make one's content as interesting as all the other content that shows up in the newsfeed, and this is where soc...

"The secret of success is sincerity. Once you can fake that you've got it made." This quote, often bandied about, is attributed to Jean Giraudoux (1882-1944), who was a French diplomat, dramatist and novelist. And, judging by his best-remembered quote, kind of a jerk. I'm not saying this specificall...

Many people believe they can say what they want on the Internet as long as they use a pseudonym. After all, it is easy to set up an account using an anonymous alter ego. In addition to believing they can post whatever they want, they may also think they are protected by the First Amendment. They m...

With much fanfare, the Obama administration recently unveiled a blueprint to improve consumer privacy protections online in the United States. This consists of four parts: An online consumer privacy bill of rights, a stakeholder-driven process to specify how those rights apply in specific business c...

I have a lot of fun writing about CRM -- the ideas, the tools and how they're brought together as a coherent strategy. CRM is a foundation on which to build relationships, layer on additional sales and support tools, and create a customer-centric business. But this foundation needs a foundation. Aft...

Even before Google launched its new privacy policy earlier this month, consolidating separate privacy policies for more than 60 applications, legal issues had surfaced. Now, attorneys general from more than 31 States have accused Google of violating privacy laws because of complaints from users that...

The way the concept of CRM is defined during the sales process can sow the seeds of its ultimate failure. Because the decision makers are often sales managers rather than actual salespeople, the pitch is usually made that CRM makes it easier for the managers to manage their sales staff. Which is tru...

Ejected from Oracle's Open World. An impromptu gathering at a nearby restaurant. Fulsome explanations from PR flacks and tweets galore. The relations between Oracle CEO Larry Ellison and Salesforce.com chief Marc Benioff went from wary and grudging mutual admiration, to red hot rhetoric. How red hot...