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Mobile News & Analysis

News Bites: Google Smart Lists, Contact Center Tips, & More

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And now, the news. Google gets Smart Lists, Sysomos integrates with Clarabridge, Bulldog gets Boosted, and 3CLogic goes 5.0.

Also in the headlines: multichannel contact centers get tips, addresses get corrected, reps need to know what they need to know, and Clari offers a new mobile sales productivity platform.

Huddle Cofounder on SharePoint's Mobile Challenges

2014-10-April-McLoughlin.jpgIf Microsoft’s CEO Satya Nadella thought he was doing iPad users a favor by offering them Office support, all he accomplished was opening up a great big can of worms called collaboration, prompting some to argue that SharePoint has had its day.

And while changes to Office don't equate changes to SharePoint, the iPad launch spurred on a broader discussion amongst critics of the faults with SharePoint's mobile collaboration capabilities.

Making the Most of Dynamic Tag Managers

Solving chaos in complexity usually requires a solution that provides refinement. In automobiles, for example, fuel injection enables more refined gas and air mixtures needed to improve vehicle performance while meeting government standards for emissions. 

For digital marketing, tag management systems are becoming that refining element for better performance while meeting immediate needs.

Tag management systems have been available as long as web analytics has relied on JavaScript tags. But over the past few years — with more devices connected online, more ways to market messages and growing customer access through multiple devices — marketers need more tags to measure the health of a campaign.

Turn Your Smartphone into a Lean, Mean Marketing Machine

Have you ever wondered how some corporate Twitter accounts make customer engagement look so effortless? Or how a marketer seems to be posting meaningful updates on Facebook while speaking at a user conference at the same time?

IBM Expands its MobileFirst Business

IBM doesn't intend on letting 2014 be a second consecutive year of mediocrity. That's why it is expanding mobile services associated with its MobileFirst business.

IBM identified mobile as a potentially big money markers at the launch of the MobileFirst business last year. On top of this week’s additions, which include multiple new services, it also promises to feed technology gained from recent acquisitions into the MobileFirst strategy.

Mail-In Rebates: Annoying Customers, One UPC Code at a Time

2014-07-April-Jumping-through-hoops.jpgHey Procter & Gamble, you can keep that $15 prepaid card you tricked me into earning by buying $50 worth of your products. I've never had much talent for jumping through hoops. And frankly, a lousy $15 is too little of an incentive to force me to learn now.

Funny how a company that allegedly takes its love of its customers very seriously is still forcing them to use mail-in rebates — even for products they purchase online.

Oh, I gave it a try. I printed the rebate form, filled out my name and address, and even scrounged around for an envelope and a stamp. But when I realized I needed to cut the UPC codes from the boxes of all 10 products I purchased  — and then write those same UPC numbers on the form — and then go back and print the receipt from my online purchase — and circle the prices of all the items in question — I gave up.

Who in this age of real time marketing, omnichannel experiences and digital everything has the time to be patient? 

Not me. 

Nadella Asks Microsoft Developers to 'Keep the Faith' #bldwin

Satya Nadella’s came close to calling for a return to Microsoft's founding principals during his keynote speech at the the company's Build 2014 conference in San Francisco yesterday. The speech by the newly appointed Microsoft CEO contained a lot for Windows lovers and mobile phone fans.  But it also contained repeated pleas for developers to keep the faith -- faith in Windows specifically and Microsoft generally. 

Nadella arrived at the conference facing a number of problems that have arisen from Microsoft’s previous lethargy in meeting new challenges, particularly the rise of mobile. 

Salesforce: 'Gonna be Bigger, Better than SAP' #Salesforce1Tour

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Is a heavyweight title bout emerging between two major contenders in the enterprise applications space? Maybe -- if you feel that title bouts are started when only one of those contenders says something in a keynote and the other chooses not to respond at all.

Salesforce.com fired a salvo at SAP today when Keith Block, its president and vice chairman, told a Boston audience that "we will be passing SAP as the largest enterprise applications company in the world."

Block made the comment this morning at the Salesforce1 World Tour, which rolled into Boston today at the Hynes Convention Center. SAP, Block added, is the "third largest software company in the world. We believe we will be the third largest software company in the world." 

The Drag on Enterprise Mobile Applications: Security and Privacy

What we have today could barely be called enterprise mobile applications.

We have enterprise applications that exist in a mobile form. We even have some mobile applications meant for the enterprise. But what we have very little of is mobile applications that an IT professional would feel comfortable calling enterprise grade. There is a simple reason for this -- lack of viable security and privacy options that meet the needs of a large or even mid-sized enterprise.

Turn Off the Phones and Leave the Customers Alone

Turn Off the Phones and Leave the Customers AloneThere are some real advantages to having children. An excuse to see movies you would otherwise be too embarrassed to watch. Classic holiday photos, especially if you add a dog to the mix. An ongoing, intimate connection to pop culture that makes you seem (sorta) cool, long after your own coolness has been swept away by those hot winds of time. 

In fairness, I'm jaded. My own kids are grown — long past that puppy stage when everything inappropriate was not only acceptable but cute. A puppy drinking from the kitchen sink may seem adorable. But it's not quite as endearing when it’s a full-grown Rottweiler.

As the parent of borderline adult children, you have to look harder and longer to find things to make you smile, or at least make you feel like there's a real payback for putting a metaphorical monkey on your back for years and years.   

So it was with absolute delight, after my 23-year-old put her two-month old iPhone 5 in the washing machine that I discovered something of likely professional value. And anyone with a connection to marketing or technology may likely think that's true, too.

The fact is, the whole thing about the  "always on, always connected customer" may be a myth … or at least less inevitable than we seem to think.

HTML5: Still Not Living Up to Expectations

HTML5 hasn't met expectations as a platform for mobile applications, according to a new report from industry research firm IDC. The report, "The Evolving State of HTML5," [fee required], notes the technology is still riddled with misconceptions.

IBM Tackles Customer Experience Through New Labs

IBM lead.jpgWhen IBM has a problem, it throws money at it. We already saw this with the skills shortage around big data and analytics. It is taking a similar approach to customer experience and designing engaging interfaces.

In case you didn't know, IBM has an experience design consultancy for clients to help them develop the most effective customer experience for their business. To improve that service, IBM is pumping $100 million into the service itself, is employing an extra 1000 people and is opening 10 new IBM Interactive Experience labs around the world.

 

4 Secrets to Successful Customer Engagement

customer engagement

We're still very much living in the age of the customer. So what can businesses do to increase engagement between employees and customers? Here are some suggestions from Gartner.

Engaged customers are generally better brand advocates. They are more loyal and spend more on that brand. In a report titled "The Four Attributes of Customer Engagement," Gartner researchers stress that it is important to understand the foundation of customer engagement. It defines that as "attracting and influencing of customers" to hold their attention and induce them to participate in a long-term relationship.

Yep, It's Still the Age of the Customer

Still need evidence that Customer Relationship Management (CRM) technology is hot? Then take a quick look at recent research from Gartner, which shows CRM spending in Europe remains strong despite continuing economic problems.

Half of the 102 businesses surveyed in 30 countries and 20 industries in the fourth quarter last year plan to increase spending an average of 2.5 percent on CRM projects this year.

Blame Technology for Your Failed Relationships

business meeting distraction.jpg.jpgBack in 1975, singer-songwriter Paul Simon told us there must be 50 ways to leave your lover. But that was before we all had perpetual connectivity to every person, place and thing we ever knew or imagined through smartphones, tablets and other assorted Internet-connected devices.

Now there are plenty of new ways to leave your lover, as well as your friends, relatives, co-workers, customers and business associates. Just take a phone call in the middle of a meeting, text a friend during an intimate dinner or update your social media profile in the middle of a customer service interaction.

These random Electronic Displays of Insensitivity (EDIs) take a big toll on relationships, said David Maxfield, co-author of new research on Digital Divisiveness. "Maybe it's time to change our behavior," he said.

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