Anti-piracy lobbyist enjoys cozy email chats with AGD Secretary


A key lobbyist for the anti-piracy group originally known as the Australian Federation Against Copyright Theft enjoys a congenial email relationship with the secretary of the Attorney-General's Department and other senior officials, a Freedom of Information request has revealed, with the lobbyist regularly using the channel to pass on anti-piracy propaganda.
Delimiter
Renai LeMay

7 Vendors Top the Forrester Wave for Customer Service Solutions

At a time when seven out of 10 online shoppers complain of unsatisfactory experiences, which vendors stand out as offering possible solutions? The authors of the latest Forrester Wave Customer Service Solutions for Enterprise Customers Q2 2014 (registration required) rated customer service vendors against 83 criteria and identified seven leaders.

According to the report, the vendors with the best strategy pursued excellence in a limited number of areas and avoided over diversified, Jack-of-All-Trade scenarios.

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News Bites: New Words on Google Analytics, Telerik Tries Open Source, More

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And now, the news … Google Analytics provides a single view, Telerik open sources UI tools and launches newest Sitefinity and WebDam refreshes its platform and mobile app.

Plus, Ektron unveils a new content marketing platform and Gmail trials a new Grid View for promotions.

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Guides.co Aims To Be The Hub For Companies’ White Papers And How-To Content

guideco-hero There are plenty of how-to sites on the Internet, but sometimes, in the words of Guides.co CEO Scott Annen, you need to look up something "more complicated than tying a tie or stuffing a turkey." When you do, Annen is hoping you'll visit the Guides.co website. He argued that most forms of content have been reinvented for the digital world, but not instructional, how-to books — which, unlike a… Read More


TechCrunch
Anthony Ha

Optimizely Brings Its A/B Testing Platform To iOS Apps

Optimizely, the popular service for testing out different variations of your website, today announced the launch of Optimizely for iOS. The company says its new mobile tools allow customers to try out different interface and content changes to their iOS apps in real-time, without going through App Store approval. Thanks to the Optimizely Visual Editor, no coding is required to make these… Read More


TechCrunch
Anthony Ha

Make the Customer the Focus of Online Experiences

Nearly seven in 10 customers have had an unsatisfactory e-commerce experience in the past year, according to a new Forrester Wave on customer service solutions. That’s a disturbing and eye-opening statistic, noted Kate Leggett, primary author of The Forrester Wave Customer Service Solutions For Enterprise Organizations Q2 2014 (registration required).

Leggett and co-authors Stephen Powers, Michael Facemire and Victoria Boutan identified the 11 most significant customer service solutions, but also warned that not all vendors are making the grade.

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NetSuite in whole of business TurboSmart deal

Business-focused software as a service giant NetSuite has unveiled yet another win with a mid-sized Australian company, revealing a deal with automotive performance products manufacturer Turbosmart that has seen the company deploy a comprehensive suite of NetSuite products across its business.
Delimiter
Renai LeMay

5 Minutes with Forrester’s Melissa Parrish

Thumbnail image for 2014-10-April-Melissa-Parrish.jpgMaybe it’s a phone on a bus, or a tablet in a store or the laptop on your coffee table. Maybe you’re wearing it on your wrist or over your eyes. Whatever it is, it knows who you are, where you are and the best way to reach you at any moment.

That may seem a little creepy until you consider you bought those devices to get helpful information, and in order to help you, they need to know the who-where-when-why of what you’re all about. Of course, marketers want that info, too.

In the parlance of Melissa Parrish, this makes you "addressable," and it’s transforming the very nature of marketing. About half of US online adults are now "always addressable," she says, and the number is rising oh-so rapidly.

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IBM’s Take on Going ‘Mobile First’

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For businesses to really nail success in the mobile enterprise, the first thing they should probably realize is it’s not easy.

It’s one of IBM’s messages from its report, “The upwardly mobile enterprise: Setting the strategic agenda.”

How does your company interact with customers on mobile? How does it develop and deliver products and services via mobile? How does mobile apply to physical, human and digital capital?

“While there are always risks associated with the use of new technologies,” IBM concluded in its study, “we also see risks associated with not taking advantage of mobile capabilities as customers’ expectations grow, and new and emerging competitors achieve results in this space.”

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Hills dumped $18m ERP/CRM rollout for Salesforce.com

According to a blog post published by Salesforce.com today, one of Ted Pretty’s first moves upon taking up managing director role at iconic Australian brand Hills in 2012 was to halt an expensive traditional business software project and call Salesforce.com instead.
Delimiter
Renai LeMay