Google, Facebook Tempt Scrutiny with New Offerings

Tech giants Google and Facebook are implementing changes aimed at chasing more advertising revenue. Google will track users across its services at computers and mobile devices, while Facebook said it will make Timeline and Open Graph part of the default user interface. Critics worry the changes will open fresh opportunities for cybercrooks.
Google on Tuesday said it will begin tracking people as they use Google search and Gmail, watch YouTube videos and use other Google services -- at their computers and on their mobile  devices.
That announcement came hours after Facebook said it will make Timeline and Open Graph part of the default user interface. These new services chronologically assemble and make more easily accessible the preferences, acquaintances and activities of its 800 million members.

The two changes will become effective over the next few weeks, the tech giants said. "It's clear that they're doing this to chase more advertising revenue," says P.J. McNealy, analyst at Digital World Research.

The $32 billion U.S. market for online advertising in 2011, as estimated by eMarketer, is expected to grow at a robust clip. Apple, Microsoft , Twitter, Yahoo, Adobe and a flock of Internet-based companies are part of this gold rush.

Google and Facebook have been sanctioned by U.S. regulators for privacy violations. The moves disclosed on Tuesday are sure to draw scrutiny.


"Google's plan to change its privacy policy raises important questions about how much control Google users will have over their personal information ," said Rep. Ed Markey, D-Mass. Critics worry the tech giants will open fresh opportunities for cybercrooks to prey on users of the sites.

"Both are racing to monetize our private information and in doing so creating collateral damage," says Alisdair Faulkner, chief product officer at security firm ThreatMetrix. "They are essentially indexing more and more private information and, in doing so, serving it up on a platter to cybercriminals."


Previously, any trace of a user's search or surfing activities on a Google product was used to generate ads only on that particular product. After March 1, when the new policy change becomes effective, a Google account holder's search and surfing activities will be tracked and used to generate ads and search results across all of Google's products.

For instance, a search for "2011 Honda Accord" on YouTube may result in a Honda ad flashed on the user's Gmail. "In short, we'll treat you as a single user across all our products," the company said on its blog.

Mobile Social Cloud CRM for smaill business

Allows any business to interact with customers on any major social network , via a mobile device. The company said in a statement that the service is "so simple that any company, even one without an IT staff, can get up and running over a weekend."

With nearly a quarter of all time spent online being spent on social networks like Facebook and Twitter, has become a leader in integrating social networks into its customer service offerings.

The company envisions a scenario such as a customer posting a critical comment on Facebook about its newly purchased widget. While a desktop-based customer service worker for the widget maker might be the first stop for responding to the comment, the actual resolution might be better handled by a technical service person, who could be out in the field.

With Desk.com, that ticket can then be picked up by the technical service employee, and resolved via a mobile device. The ticket can be reassigned, have its status or priority changed, or have its customer information  modified.

Hes said that, according to its data , nearly three-quarters of small businesses use mobile applications in their daily operations. With Desk.com, SMBs can use a help desk that integrates social networks, e-mail, phone and other Web components, making social networks into what the company described as "first-class citizens along with traditional support channels."

Hourly for 'Casual' Reps

He runs on any smartphone that supports HTML 5, such as Android -based devices and Apple's iPhone. Reporting includes information on how many cases customer service agents have opened, resolved, replied to, reassigned, or reopened, and a dozen pre-built reports offer such data as handling time, time to first response, and first contact resolution rate.

CRM has priced the offering to appeal to SMBs. The first seat is free, and then it's $49 per agent per month. There's also an hourly model for what the company calls "casual" customer support reps, at $1 per hour.
He is based on the technology that yours obtained when it purchased social customer service startup Assistly last fall. Assistly's product allowed companies to organize customer conversations on social networks into a to-do list, and provided tools for support staff to respond, see customer histories, automate procedures and produce analytical reports.

Social, Mobile, Simple

In our interview with Alex Bard, vice president and general manager, Bard explained this service Cloud, a key part of its "social enterprise " efforts, had previously been optimized for the mid-market and large enterprises, but his extending the cloud toward the lower end of the market.

Bard said that, in researching smaller companies' needs, Sales "kept hearing three things -- it has to be social at its core, it needs to be mobile, and it needs to be simple." He added that thousands of Assistly customers have been moved to sale, and the response has been "overwhelmingly positive."

Laura DiDio, an analyst with Information Technology Intelligence Corp., said Desk.com represents "the ultimate in the consumerization of IT, and a recognition of how we're no longer tethered to an office with a traditional PC ."

She noted that Salesforce made "a pretty quick turnaround" in readying Assistly for the new product launch, adding that the model of customer support from virtually any mobile device "will absolutely become a standard."

Oracle Misfires in Fiscal 2Q, Raising Tech Worries

Oracle stumbled in its latest quarter as the business software  maker struggled to close deals, a signal of possible trouble ahead for the technology sector.
The performance announced Tuesday covered a period of economic turbulence which has raised concerns that major companies and government agencies may curtail technology spending.

Oracle's results for the three months ending in November suggested the cutbacks have already started. Management reinforced that perception with a forecast calling for meager growth in the current quarter, which ends in February. The developments alarmed investors, causing Oracle Corp. shares to slide 10 percent.

In a telling sign of weakening demand, Oracle's sales of new software licenses edged up just 2 percent from the same time last year. Analysts had expected a double-digit gain in new software licenses. The company had predicted an increase of at least 6 percent and as much as 16 percent.

Wall Street focuses on this part of the business because selling new software products generates a stream of future revenue from maintenance and upgrades.

Oracle's software is a staple in companies and government agencies throughout the world. Its database products help companies store and manage information . Its line of applications automates a wide range of administrative tasks.

Part of the problem was that technology decision makers delayed signing contracts during the final few days of the quarter, according to Safra Catz, Oracle's chief financial officer. That could be an indication that companies and financially strapped government agencies are treading more carefully as Europe's debt problems threaten to hobble a still-fragile global economy.

"Clearly, this quarter was not what we thought it would be," Catz told analysts during a Tuesday conference call. She said the company is hoping some of the deals that were postponed in the last quarter will be completed within the next two months.

Oracle's weakest markets were in the U.S., Europe and Japan.

Things looked even bleaker in Oracle's computer  hardware division, which the company has been trying to build since buying fallen Silicon Valley star Sun Microsystems for $7.4 billion last year. Oracle's hardware revenue dropped 10 percent from the same time last year

Oracle earned $2.2 billion, or 43 cents per share, in its fiscal second quarter. That was a 17 percent increase from net income of $1.9 billion, or 37 cents per share at the same time last year.

If not for certain items, Oracle said it would have earned 54 cents per share. That figure fell below the average estimate of 57 cents per share among analysts polled by FactSet.

Revenue for the period edged up 2 percent from last year to $8.8 billion. Analysts, on average, had projected revenue of $9.2 billion.

In the current quarter, Oracle expects its adjusted earnings per share to range from 55 cents to 58 cents -- below the average analyst estimate of 59 cents per share. Revenue is expected to rise by 2 percent to 5 percent from the same time in the previous year. If Oracle hits that top end of that target, it would translate to revenue of about $9.2 billion -- below the analyst estimate of $9.4 billion, according to FactSet.

Oracle has expanded its sales force by about 1,700 people to fish for more customers during the second half of its fiscal year. About 111,000 employees worked at Oracle as of Nov. 30.

The company's shares shed $2.91 to hit $26.26 in extended trading after the second-quarter figures were released. The stock has been sagging since hitting $36.50 in May.

In an effort to bolster the stock, Oracle announced it will spend an additional $5 billion to buy back its shares. The company, which is based in Redwood Shores, Calif., didn't set a timetable to complete the stock purchases. Oracle spent about $1 billion buying 33 million shares in its most recent quarter.

Training Dynamics CRM 4.0 immersion courses

Training is one of the foundations of CRM adoption – if people don’t know how to use a system, and if it’s not clear how a system will benefit them, they won’t use it. The same goes for the partners who implement CRM systems.

So how do you take someone with an IT background and bring them up to speed with CRM in a hurry? One solution might be an immersive course – stick them in a CRM boot camp and drill them until they know a CRM solution backward and forward.

“Actually, I hate the term ‘boot camp,’” says David Minutella, vice president of education for Training Camp, a developer of IT training programs that’s rolling out just such an accelerated set of courses dealing with Microsoft Dynamics CRM 4.0. “We call it accelerated training – we get you in there, house you, and then have you in a classroom for 10 hours a day so you can focus what you need to learn.”

Having attended a boot camp, I can assure you that a program like this would suffer little from an absence of tear gassing, draconian haircutting policies and random yelling, although occasional forced push-ups might help focus attention, but that’s neither here nor there. The program takes students from their home organizations and houses and feeds the students, who have access to lab facilities – and instructors – 24 hours a day. Minutella says the outcome-based learning of this program is based around a lecture-lab-review format, or as he puts it simply: “we teach it, teach it again, then teach it one more time.”

The two courses, Microsoft Dynamics CRM 4.0 Applications and Microsoft Dynamics CRM 4.0 Installations and Deployment, aim to instill in-depth knowledge of the configuration, management and customization of the application, as well as instruction on new features, installation and networking with Windows Vista. The take away for the companies sending the pupils to the accelerated training is an in-house expert on Dynamics CRM 4.0 who’s ready to work on the solution upon arriving home after just a few days away away (Applications is 10 days and Installations and Deployment is seven days, but the training doesn’t have to be bak-to-back); for students, completing the course and exams means they’ll get the Microsoft Certified Business Management Solutions Specialist and Professional Application certifications.

The program launched last month, and Minutella said “there’s already been quite a bit of interest.” Training Camp also wants to launch a third track dealing with customizations to Dynamics CRM 4.0.