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Google Gets Travel Search Service Airborne September 14, 2011 
Travelers searching for flights can now look to Google. The search engine giant released its Google Flights feature Tuesday. Flights and travel packages were previously one of the few queries Google couldn't answer as quickly or thoroughly as its travel search competitors such as Kayak, Expedia, Orbitz and Hotwire.
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Peak Oil and the Front Office July 06, 2011 
If you are a regular reader, you know that from time to time I write about things that appear to be tangentially related to CRM -- at best. My favorite alternative to straight ahead research and reporting on CRM is a strange sounding thing called "peak oil." For those of you not familiar with the idea, peak oil refers to a not-so-hypothetical ceiling on how much oil we can coax out of the ground daily.
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Daily Discount Coupons: Pay Dirt or Raw Deals? - Part 1 June 07, 2011 
Once upon a time there was an online group called "The Point." It was a nebulous organization with the vague goal of using the power of social media to to do such things as crowdsource a design for the Chicago Stadium. One day, one of its members got the bright idea to use its numbers to subscribe to The Economist for a volume discount. Voila. An $873 million industry was born.
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The CRM Silver Lining in the Fuel Crisis April 27, 2011 
I hate to sound like Dr. Doom and Gloom, but have you paid attention to the cost of gasoline lately? Of course you have. It's sickening to watch as prices resume their inexorable climb. The last time we saw prices spike was the last time the economy was in decent shape -- right before the wheels fell off in 2008.
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eGain Amps Up Search Functionality for Agents and Customers April 22, 2011 
eGain recently introduced a multidimensional search function to its knowledge agent and its self-service product lines. In essence, it is two sides of the same coin in that it provides the same functionality to both the agent desktop and the computer screen that a customer uses when searching for an answer.
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The Virtual Workplace: Lean and Green April 12, 2011 
When collaborating with others in the workplace, physically being there is nice. The fact is, though, that one's physical presence almost always leaves an unavoidable carbon footprint. As an answer to this dilemma, new and emerging collaborative technologies offer a way to be there in spirit, voice and mind, without having to hop on a plane, take a cab, or print out a document.
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The Age of Guerrilla Idea Sharing March 16, 2011 
On Monday, SuccessFactors announced a definitive agreement to acquire Jambok, a social learning company. You could bypass this announcement as just more dealing by software companies, but it also suggests an interesting combination that will prove to be in synch with the times.
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The Internet and Global Project Management: It's Complicated February 15, 2011 
The cheapest available resources no longer necessarily come from the business next door. Any product or service that can be outsourced is more than likely being offered in some other region of the world for a competitive price, and it's up to consumers to decide where to spend their dollars. This means that any given mom-and-pop store may be competing against a megastore in Los Angeles, a Web startup in Santiago, and a multigenerational family business in Naples.
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This Year, Getting There Is the Challenge January 05, 2011 
The cost of business travel is going up and up and up and, oh yeah, Happy New Year. Forget all the CRM prognostications you've been reading over the holidays, the only one of significance to your business and to CRM is what you'll be paying to get in front of customers. Last week a former Shell Oil president, John Hofmeister, gave an interview on CNN Money in which he forecast US$5 per gallon gasoline by 2012.
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Delta, American Airlines Fly the Coop on Travel Sites December 27, 2010 
Delta Airlines has pulled it flights from three travel aggregation sites, including BookIt.com, CheapOAir.com and OneTravel.com. Delta will honor fights that were booked on those sites before its mid-December cutoff. However, Delta did not opt to remove its listings from the travel site Orbitz, which itself is currently in the middle of a dispute with American Airlines.
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Travel Firms Link Arms Against Google Onslaught October 27, 2010 
Dismayed by the prospect of Google acquiring ITA Software, a key service provider in the travel industry, online traveler providers have banded together to formalize their opposition to the deal. The purpose of their new group, FairSearch.org, is not only to protest the acquisition, but also to persuade the Department of Justice to rule against the deal on antitrust grounds.
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The Case for Automated QA Tools: Speed Wins July 17, 2010 
Welcome to a special BriefingsDirect podcast series, coming to you from the HP Software Universe 2010 Conference in Washington, D.C. We're here to explore some major enterprise software and solutions trends and innovations making news across HP's ecosystem of customers, partners and developers.
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Health Information Exchanges, Part 1: Follow That Patient July 06, 2010 
When a person from Texas relocates to California and changes physicians, the new doctor is likely to know next to nothing about that person's physical condition. The doctor typically will conduct a complete physical exam, perhaps order a few tests, and depend upon the patient's recollections to create a medical history.
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New Tech Tools for Thrifty Travelers April 02, 2010 
Many college students have been spending the week on the beaches of Padre Island and other balmy locales, soaking up equal parts sun and alcohol. Meanwhile, the families of America are starting to think about where they'd like to dig their toes in the sand for summer vacations -- if they're not already picturing themselves joining the long, sweaty lines at the nation's major theme parks.
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Airlines Set Flight Path for Better Customer Experience February 08, 2010 
The commercial airline business -- ever sensitive to booms ands busts -- is struggling to maintain traffic in the short run while also trying to build a customer base for the future. Rather than compete on price and schedule alone, airlines are moving away from a mass marketing and commodity approach to sales promotion. Instead, a greater focus on customer relations is emerging.
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Taking Airline CRM Efforts to New, Higher Altitudes February 01, 2010
Consider the advantages of joining an airline frequent flier program: The more you travel, the more points you earn. On the other hand, the more you travel, the more likely your baggage will be lost. Or the airline will still charge a fee for converting frequent flier points into a "free" extra trip.
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