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The Mobile Channel Is a Wellspring of Customer Data
When CRM Stalls: Kicking it Up a Notch
Getting the Marketing Mix Right
Social Media Monitoring: You're Doing It Wrong
The Trouble with Live Chat
Planning Now for the Future of Work
Forging Strong Links in Your Customer Interaction Chains
Is Social Media Changing Knowledge Management?
The Threat Cloud Computing Providers Pose to Corporate IT
4 Sales Strategies That Make Price Irrelevant
The Six Attitudes Leaders Take Towards Social Media
Juggling IT's Social Media Roles
Pre-CRM: Relating Before There's a Relationship
5 Steps to Turn Your Customers into Brand Advocates
Why CFOs Should Police SaaS Deals

Social Media Security Risks
Websense teamed with the Ponemon Institute to assess the social media readiness and risk profile of more than 4,000 IT and IT security practitioners around the globe, and what they found is a little surprising. Key findings include:

  • This increase in social media attacks is catching many organizations off guard. 63 percent agree that employee use of social media puts their organizations' security at risk. Only 29 percent of more than 4,000 respondents in 12 countries said that their organizations have necessary social media security controls.
  • Malware attacks have increased because of social media usage. Fifty-two percent of organizations experienced an increase in malware attacks as a result of employees' use of social media.
  • Organizations believe that productivity has declined and IT bandwidth has been diminished as a result of social media use. The top two negative consequences of an increase in social media use were diminished productivity (89 percent) and reduced IT bandwidth (77 percent), which increase costs.
  • North America to Account for 64 Percent of SaaS Revenue in 2011
    Worldwide software as a service (SaaS) revenue is on pace to reach $12.1 billion in 2011, a 20.7 percent increase from 2010 of $10 billion, according to Gartner, Inc. The North American region is forecast to account for 63.6 percent of worldwide SaaS revenue in 2011. By the end of 2015, North America's share will represent 60.8 percent of worldwide SaaS revenue. The top issues encountered when deploying SaaS also vary by region. Limited flexibility of customization is a top issue in EMEA, while limited integration to existing systems is the primary reason in North America and Asia/Pacific.

    North America, specifically the U.S., represents the largest opportunity for SaaS, and it is the most mature of the regional markets. SaaS revenue in North America is projected to total $7.7 billion in 2011, an 18.7 percent increase from 2010 revenue of $6.5 billion. North American SaaS revenue is forecast to reach $12.9 billion in 2015.


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    2011 Survey Results: How Support Behaviors are Changing for Mobile and Social Media Environments

    To gain insight as to how mobile and social media environments are impacting support environments, Supportindustry.com conducted a survey to assess the impact of mobile and social media environments on support, with over 200 responses.

    Get the full results!
    Abercrombie & Fitch Expands Online Business with IBM Smarter Commerce
    Jan-29-2012

    LivePerson Introduces the Latest Innovations in Online Engagement
    Jan-29-2012

    88% Less Likely to Buy from Companies who Ignore Complaints in Social Media
    Jan-29-2012

    Accenture Technology Vision 2012: Emerging Technology Trends for IT Leaders
    Jan-29-2012

    Stop Trying to Delight Your Customers: The Idea in Practice
    Jan-29-2012

    The Mobile Enterprise: Killing IT's Sacred Cows
    Jan-29-2012

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