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Customer Satisfaction: The Importance of the Online Survey
CRM + BPM: A Match Made in Heaven?
The Marriage of CRM and Content Management
The Hidden Influence of Emotions on Consumers’ Choices
What Does Web 2.0 Mean for Your Business?
The 'Unsung Hero' of the Call Center Software Ecosystem
Fuzzy Search Helps Clear Up Call Center Confusion
Oh, Behave!
Eight trends affecting retail marketing in 2008
Large Firms Weigh SaaS
Cooperatively Optimized Relationships
Bridging the Marketing–Sales Chasm
CRM 2.0?
Customers Raise their Voices
Look Vs. Feel

Cloud Computing Will Be As Influential As E-business
Cloud computing heralds an evolution of business that is no less influential than e-business, according to Gartner Inc. Gartner maintains that the very confusion and contradiction that surrounds the term "cloud computing" signifies its potential to change the status quo in the IT market. Gartner defines cloud computing as a style of computing where massively scalable IT-related capabilities are provided "as a service" using Internet technologies to multiple external customers.

The types of IT services that can be provided through a cloud are wide-reaching. Compute facilities provide computational services so that users can use central processing unit (CPU) cycles without buying computers. Storage services provide a way to store data and documents without having to continually grow farms of storage networks and servers. SaaS companies offer CRM services through their multitenant shared facilities so clients can manage their customers without buying software. These represent only the beginning of options for delivering all kinds of complex capabilities to both businesses and individuals.

More of the World's Population Connecting to the Internet in New Ways and Embracing Web 2.0 Activities
Nearly a quarter of the world's population – roughly 1.4 billion people – will use the Internet on a regular basis in 2008. This number is expected to surpass 1.9 billion unique users, or 30% of the world's population, in 2012, according to IDC's Digital Marketplace Model and Forecast. While the PC is currently the dominant means of gaining access to the Internet, IDC expects the number of mobile devices accessing the Internet will surpass the number of online PCs by 2012. Once on the Internet, users will continue to spend time on Web 1.0 activities like searching, shopping, and sending email. But Web 2.0 activities, such as watching user-generated videos, posting blogs, and participating in social networks, are quickly capturing the attention and time online of more and more Internet users.

Highlights from the IDC study include:
  • Users will access the Internet through more than 1.5 billion devices worldwide in 2008, including PCs, mobile phones, and online videogame consoles. By 2012, the number of devices accessing the Internet will double to more than 3 billion, half of which will be mobile devices.
  • Nearly half of all Internet users will make online purchases in 2008. By 2012, there will be more than 1 billion online buyers worldwide making business to consumer (B2C) transactions worth $1.2 trillion. Business to business (B2B) eCommerce will be ten times larger, totalling $12.4 trillion worldwide in 2012.
  • Roughly 40% of all Internet users worldwide currently have mobile Internet access. The number of mobile Internet users will reach 546 million in 2008, nearly twice as many as in 2006, and is forecast to surpass 1.5 billion worldwide in 2012.

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