Trends

As the B2B buyer continues to evolve, B2B sellers have more solutions than ever in their technology stacks. From CRM, sales content and asset management, to sales enablement, LMS and more, these technologies have been adopted in order to stay ahead of the changing behavior of prospects. However, whi...

A little over 10 years ago, we were toasting social media as the great innovation that would enable CRM to traverse the mythical last mile between vendors and customers. Every analyst had something positive to say about social and its future role in CRM. I wrote a paper in 2004 forecasting that soci...

During the last year, longstanding brick-and-mortar retailer chains such as Toys "R" Us, Payless, and Diesel USA have filed for bankruptcy. Failures like these happen despite the fact that U.S. consumer spending currently is high, and the unemployment rate is low. Why is that? We cannot address this...

Mark Zuckerberg's most recent effort to change the conversation about Facebook seems like just another attempt at self-justification. In a recent op-ed, he places the onus squarely on the shoulders of government to do the right things by regulating how social media works. "From what I've learned, I ...

Influencer marketing is one of the fastest-growing ways to get a message out there. It uses the popularity of people who have many followers and a wide reach, to market products and sway opinions. It's very much a marketing strategy for the social media age.

No one knows for sure how many "things" are connected to the Internet, but the Federal Trade Commission reported last year that it was more than 8 billion, and that it would exceed 20 billion by the end of 2020! Astonishing as it seems, it turns out that U.S. privacy laws do not apply to all of thos...

Google has unveiled new minimum standards for temps, vendors and contractors in the United States, in response to demands from an employee coalition that included full-time Google staffers as well as temporary workers and contractors. "Yesterday, we shared an update on some new initiatives to suppo...

Walmart has launched a limited beta of Walmart Voice Order, which lets consumers order groceries by voice using Google Assistant. The service can be used with a number of devices: tablets, watches and TV sets running Android 6.0+; smartphones running Android 5.0+; iOS 10.0+ devices; Google Home; and...

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 in his paper, "Replace Customer-Centricity with Extreme Experience," as the ...

It's time to get strategic about winning over Gen Y. Members of the millennial generation, or Generation Y, were born roughly between 1980 and 2000. They're the largest age cohort in human history, making up about 25 percent of the entire global population. When they're mentioned in headlines, howev...

In the late 90s, Amazon began expanding its offerings beyond books, quickly embracing the Internet and leveraging technology to boost sales and exploit dated tax laws. Thanks to the proliferation of the Web and a rise in the popularity of e-commerce, Amazon rapidly scaled its business to offer a ran...

Home networks are a key building block for today's connected home systems and products, and wireless is the dominant method of connectivity for a variety of smart home, computing and entertainment devices. Loss of wireless connectivity can be disruptive to the user experience and seriously impair th...

Apple announced several new services earlier this week. Apple TV+, the star of the lineup, will launch this fall with some high-profile original content -- something that has become key to the success of any over-the-top streaming service.

You'd be hard pressed to find a tactic more capable of winning and losing customers than personalization. In the past, bad personalization has cost businesses three-quarters of a trillion dollars. In the future, Gartner claims smart personalization will enable businesses to boost their profits by up...