E-Commerce Times

Facebook’s Move to Dial Back News Ratchets Up Drama

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Facebook once again has found itself at the center of a media storm, following Mark Zuckerberg's recent announcement of plans to shift its focus away from promoting news and business content and more toward emphasizing interactions from friends and family.

The shift follows more than a year of heavy criticism directed against Facebook. It has been blamed for failing to combat fake news on its website during the 2016 presidential election. In addition, concerns have been growing over mental health issues linked to spending too much time on social media, especially for children and young adults.

Further, publishers have complained that Facebook and Google have been hijacking their content and advertising dollars to the point that many digital media site valuations have nearly evaporated.

However, the change Facebook just announced represents a further blow to publishers, according to Rick Edmonds, media business analyst at Poynter.

The network will lose some short term users, but fall short of addressing some of the core concerns, he maintained.

"My own view is that the move is more of a copout than a solution on hate speech and truly fake news," he told the E-Commerce Times. "Facebook couldn't find a way to differentiate that from quality journalism and tossed the baby out with the bath water."

Facebook represents a huge market for content companies, with 1.37 billion daily active users as of September 2017, and 2.07 billion monthly active users.

About 67 percent of U.S. adults who participated in a Pew Research Study at the time said they got at least some of their news from Facebook.

For the first time ever, more than half of adults 50 and older reported getting most of their news from social media, the study found. That represented an increase of 10 percent over 2016 figures, when 45 percent of adults in that age group got their news from social media.

Zuckerberg announced the new direction for Facebook last week, in a post that touched on recent concerns that Facebook might cause addictive behavior and result in isolation, particularly among younger people.

"We feel a responsibility to make sure our services aren't just fun to use, but also good for people's well being," Zuckerberg wrote.

Like Minds

Among the concerns voiced by critics — including former President Barack Obama — is that many social media users have tended to gravitate toward a single political viewpoint, boxing out those who don't share the same ideas.

In the future, posts that are more likely to spark conversations with friends and family will be emphasized, said Adam Mosseri, Facebook's head of news feed.

As a result, reach, watch time and referral traffic may decrease, he noted.

The changes will make it more difficult for content brands and businesses to break through to Facebook users, said Tania Yuki, CEO of

"Brands and media content companies are still welcome in this more intimate space, provided that their content enhances the time spent on Facebook and adds value to the experience of the average user," she told the E-Commerce Times.

"The onus is now on creators to think with that lens, rather than with the lens of purely driving business value for themselves," Yuki added.

Think Outside the Box

The impact of Facebook's latest move could be positive in the long term, suggested Jamie Spencer, senior vice president of
Magid, "if it convinces publishers to reallocate resources currently creating and posting Facebook content towards initiatives that deliver high-quality, monetizable content."

The amount of money invested in Facebook content now brings a questionable return, he told the E-Commerce Times, whereas if resources were reallocated toward premium video content for over-the-top or other distribution channels, consumers would get better content and publishers would see a stronger return.

Facebook's shift comes about six weeks after Snap announced plans to separate news content from personal posts by friends and family.

Snap late last year said it would create side-by-side feeds with Stories featuring original news and creative content on the right and Stories from friends on the left.

David Jones is a freelance writer based in Essex County, New Jersey. He has written for Reuters, Bloomberg, Crain's New York Business and The New York Times.

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E-Commerce Times

Infrastructure as an Anchor

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Oracle's race to the cloud has offered multiple successes to its investors and some disappointment as well. No transition of this magnitude can be expected to run like clockwork, but the difference between revenues for Oracle's Software as a Service apps for last quarter, US$1.1 billion, and those for its Infrastructure as a Service apps, at $396 million, should at least get you thinking.

There's a good explanation for this, and it's surprising that the company hasn't done more to provide guidance to its financial analysts — but then again, the purpose of reporting your finances is just that. There's no room for anything that can look like an excuse. That's too bad, because it can lead people to wrong conclusions.

I spent a day at Oracle last week receiving a briefing on the company's road map for the year ahead. While some of the information was presented under nondisclosure, I can say that the briefing ran the gamut and went into areas that I am not expert at, such as serverless apps, bare metal servers and the new autonomous database — but I am coming up to speed as fast as I can.

Information Utility

The company's cloud architecture and IaaS offering gave me one surprise: Oracle intends to roll out 13 distinct regions for IaaS connected by a very high-speed backbone. Each region is highly modularized with triple redundancy and easily can scale as demand increases. All of this is very important, I believe, because this is not simply about cloud computing but about another disruptive innovation we all will face in the next few years.

The disruption is the formation of an information utility, and it's all but certain that no single corporate entity will own all of it. As big as Oracle's plans are, Salesforce has similar ideas, and so do Microsoft, IBM, SAP, Amazon, and hosting services too numerous to mention. Yes, there will be consolidation, and those too-numerous vendors likely will be scooped up first.

But back to Oracle — $396 million is a lot of money but small change compared to its SaaS number and small compared with the company's aspirations. The logical conclusion that many finance people have drawn from that number is that Oracle has a "problem," or that it's not executing well in PaaS and IaaS, but really? Not exactly.

Only three of the 13 regions have been deployed so far, according to Oracle President of Product Development Thomas Kurian, who led off the analyst briefing. More will hit their markets this year — but the rollout takes time, and we'll still be talking about it next year.

Not having the regions up and running means that in some strategic places, the company doesn't have IaaS to sell. So the $396 million is a look into a still very much expanding world.

Just for fun, you could say that three of 13 is just under a quarter of the deployment. If the other regions were running as well as the three in place, the IaaS and PaaS numbers easily might be four times the reported revenue number. It's unclear if that's good or not since we don't know a lot, such as capacity and utilization of the existing regions, but still…

So for now, the revenue picture remains lumpy, but now we have more explanation and color for the results. Hopefully this also gives financial analysts something to consider as they try to figure out what the numbers mean to investors. The rest of the market seems to expect a bright future for Oracle as its stock continues to do well despite the lumpy earnings.

More Co-opetition Ahead

There's also discussion about renewed competition in the database market circulating after
a story in The Information suggested that companies like Amazon and Salesforce were building competitive database products and would depart Oracle in the near future.

I don't agree. If for nothing else, building a database is a big effort and one that detracts mightily from a company's primary business interests. It is dilutive of effort and cannibalistic of resources. For these reasons, it should be taken on only as a last resort. That's the way any business should look at any effort to self-source rather than go to the marketplace for needed resources.

On top of that, I recently spoke with Parker Harris, CTO and cofounder of Salesforce, and when asked about the story he said, "We have a good relationship with Oracle and we use a ton of it. We are not getting rid of the Oracle database. We are working on technologies that add capabilities around the edges, like sandboxes. We will have SQL Server and Oracle for a long time."

No surprises there. It's been true for a long time that in these big markets, sometimes we compete and sometimes we cooperate. In the era of the information utility, I expect a lot more co-opetition.

Denis Pombriant is a well-known CRM industry researcher, strategist, writer and speaker. His new book, You Can't Buy Customer Loyalty, But You Can Earn It, is now available on Amazon. His 2015 book, Solve for the Customer, is also available there. He can be reached at

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E-Commerce Times

New Google Service Makes Machine Learning More Accessible

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Google on Wednesday released its Cloud AutoML Vision service in Alpha. It is the first in a planned series of Cloud AutoML services designed to help people with limited machine learning expertise build their own custom models using advanced techniques such as learning2learn and transfer learning.

Learning2learn is a process for automating machine learning, while transfer learning "takes a fully trained model for a set of categories and retrains it from the existing weights for new classes," a Google Cloud spokesperson told the E-Commerce Times in a statement provided by company rep Danny McCrone.

Image Recognition

Cloud AutoML Vision makes it faster and easier to create custom ML models for image recognition.

Its drag-and-drop interface lets users upload images, train and manage models, then deploy those trained models directly on Google Cloud.

Cloud AutoML Vision is based on image recognition processes — including transfer learning and neural architecture search technologies — that result in more accurate models, even for users with limited ML expertise.

Cloud AutoML lets users create a simple model to pilot artificial intelligence-enabled applications in minutes — or build out a full, production-ready model in as little as a day.

The Cloud AutoML device has a simple graphical user interface that lets users specify data and then turns it into a custom model.

AutoML Vision is the result of close collaboration with Google Brain and other Google AI teams. Other Cloud AutoML products are in development.

Making ML Available to the Masses

Cloud AutoML goes beyond offering pretrained machine learning models via APIs that perform specific tasks, which Google already offers on Cloud AI.

It "takes ML beyond the data scientist — the eggheads, if you will," remarked Holger Mueller, principal analyst at Constellation Research.

"This is the first step towards the nontechnical end user," he told the E-Commerce Times.

There's "a massive shortage of resources needed to turn machine learning into a market," noted Rob Enderle, principal analyst at the Enderle Group.

"Easy-to-use entry tools like this can help create resources to fill those holes, speeding advancement significantly," he told the E-Commerce Times.

"Pictures are not the prize," Constellation's Mueller said. "It's about getting the know-how out of the heads of people into software, and seeing if software can make better decisions."

Google "wants to get the compute load from [AutoML] services for the Google Cloud Platform, and then to solidify TensorFlow," he added. TensorFlow "has pretty much won the race for neural networks in the data scientist community; now it's all about keeping anybody else from getting to the end user."

Other Business Software

Vendors of CRM, marketing automation and sales force automation software that incorporates AI and ML technology need not fear Google Cloud AutoML, said Cindy Zhou, principal analyst at Constellation Research.

"Google just announced a renewed partnership with Salesforce for CRM and marketing with Google Analytics 360 integration," she told the E-Commerce Times.

"I see Google focusing on continuing to develop their ML models and not going into mature markets such as CRM or marketing automation," Zhou said.

Cloud AutoML Vision could be used by real estate companies, healthcare companies and retailers, according to Google.

Any company needing resources to build ML solutions would find Cloud AutoML services useful, as machine learning "isn't industry-specific," Enderle pointed out.

However, people "have to both know about and want to use the tools," he said. "The path to revenue remains uncertain despite the skill shortages."

Richard Adhikari has been an ECT News Network reporter since 2008. His areas of focus include cybersecurity, mobile technologies, CRM, databases, software development, mainframe and mid-range computing, and application development. He has written and edited for numerous publications, including Information Week and Computerworld. He is the author of two books on client/server technology.
Email Richard.

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E-Commerce Times

Google to Ding Sluggish Sites in Mobile Search Rankings

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Google on Wednesday announced that page speed will be a ranking
factor for mobile searches, starting in July. Speed already has been a factor in
desktop search rankings. Soon, as part of Google's new "Speed
Update," page loading time will be factored in when ranking
mobile search results as well.

The change will affect only pages that deliver the slowest experience to users, according to Google, and thus should affect only a small percentage of searches. Sites that are
very slow will be down-ranked accordingly, but it is not clear whether
extremely fast sites will earn a rankings boost.

The same standards will be applied to all pages, regardless
of the technology that underlies them. Further,
a slow page still could rank higher than faster pages if
the slower page provides content considered more relevant to the specific

Google called upon the development community to consider how a
site's performance can impact the user's experience, and it
highlighted a number of user experience metrics for making assessments.

Evaluation Resources

There is no one tool that can predict whether a page will be affected by the change, but there are
some resources that developers can use to test speed, Google noted, including the following:

  • The Chrome User Experience Report, a public dataset of key user
    experience metrics;
  • Lighthouse, an automated tool and part of the
    Chrome Developer tools; and
  • PageSpeed Insights, a tool that indicates
    how well a page performs on the Chrome UX Report and offers
    performance optimizations.

"This a logical conclusion for the Accelerated Mobile Page (AMP)
Project that Google launched in 2016," said Charles King, principal
analyst at Pund-IT.

"The point of that effort was to speed Web browsing processes, and
download results for mobile device users with a mechanism Google
created for predicting what sites a user would visit, and then
preloading site data into cache," he told the E-Commerce Times.

"The thing is that it only works on sites that have adopted AMP, so it
isn't what you'd call a universal panacea for mobile browsing or poor
browsing performance," King added.

Need for Speed

Ranking mobile sites by speed may be a bit overdue, considering that mobile
searches already have surpassed desktop searches.

"Google has used page speed as a desktop search ranking factor, and it
was long anticipated that it would be a mobile factor," said Greg
Sterling, vice president of the Local Search Association.

"Google is trying to maintain and grow engagement with mobile search,
where its revenue growth is happening," he told the E-Commerce

Mobile Search Acceleration

Google likely views this adjustment as a way to ensure that it remains the
leader in mobile search, an area it already dominates.

Google accounted for more than 94.4 percent of the mobile search market in the
United States as of last October, according to a recent Statista study.

For businesses, especially those that rely on mobile search, it may
mean that it is time to review the Chrome User Experience Report, and
ensure that everything is being done to lighten the load on sites.

Still, page loading speed shouldn't come at the expense of content, cautioned Pund-IT's King.

"Google says that browsing speed will be just one factor in its search
rankings, and that sites with great information will still rank highly
in mobile searches regardless of their use of AMP technologies," he pointed out.

"The company also noted that desktop browsing will not be affected by
the new ranking strategy," King added.

"That said, if companies want to maximize their exposure
to opportunities among mobile device users, they would do well to
investigate and consider adopting AMP, if they haven't already done
so," he suggested.

The takeaway is that a well-designed, content rich site that loads quickly is going to rank higher.

"Presenting websites that load quickly and create a better overall
user experience will help reinforce mobile search usage," said LSA's Sterling. "It will benefit the consumer and Google both."

Peter Suciu has been an ECT News Network reporter since 2012. His areas of focus include cybersecurity, mobile phones, displays, streaming media, pay TV and autonomous vehicles. He has written and edited for numerous publications and websites, including Newsweek, Wired and FoxNews.com.
Email Peter.

Original Article

E-Commerce Times

The Top 20 CRM Blogs of 2017: Countdown, Part 1

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Something very interesting is happening in the world of CRM blogs: CRM is becoming less and less of a subject. Oh, it's in there — it's just being elbowed to the back of the stage by a whole host of other related disciplines and technologies.

Customer experience, customer engagement and content marketing are vying with artificial intelligence, Internet of Things and bots to elbow CRM to the back of the stage. CRM is still back there, though — and it's CRM that glues these disparate trends and market forces together.

So, instead of creating lists of the five top customer experience blogs or the seven top customer technology blogs, we're going to stick with the top 20 list — for now, at least.

Some of those at the top have been there for a very long time. Some toward the bottom and middle are on the list for the very first time. They all share a similar commitment to consistency, quality and attitude that keeps readers coming back, and that makes them important voices for anyone working in the CRM field.

The criteria are simple: You may not be a vendor (though there are good vendor blogs out there), and if you work for one your blog must be vendor-agnostic. You must post at least seven times in the last calendar year, and your primary focus must be on CRM, or at least be what CRM analyst Brent Leary describes as "CRM-ish."

With that established, let's take a look at the list, starting at number 20.

20. Lynn Hunsaker

Sometimes, you just need the facts. Lynn Hunsaker, writing for
CustomerThink, lays out the facts of customer experience in every post. There's usually an introduction, which may touch on a metaphor for the lesson in the blog — and you'd better catch your breath now, because when you get into the meat of her posts there's a lot to digest.

Laid out in an organized, almost scholarly manner, Hunsaker's blogs deliver checklists of best practices that go deep and are very complete, perfect for organizations that want to overhaul their customers' experience efforts or build can't-miss systems for measuring their success.

She also brings the numbers: In one post about customer service and customer loyalty, she argues that you must immerse all employees at all levels in the customers' realities, which is easy to assert. Then, she drops the bomb: A company that has done this — and in the process reduced its time to resolve issues by 89 percent, saw a 288 percent increase in customer lifetime value.

Most of her posts use this tactic: Make an assertion, offer advice based on it, and then use some statistics to show how solid the initial assertion is. Customer experience, marketing operations and understanding how to evaluate success and failure effectively and economically are among the most frequently touched-upon topics.

Posts in 2017: 20

Favorite post:
Preventing Customer Experience Process Silos: 4 Prerequisites

19. Kerry Bodine & Co.

Former Forrester analyst Kerry Bodine brings her expertise on managing the business aspects of delivering customer experiences to her
Kerry Bodine & Co. blog. While it's clear she enjoys talking about the process of journey mapping, and the science of measuring customer sentiment about their experiences, there are some very human things she and occasional contributor Amelia Sizemore have to keep returning to.

Technology will never keep a promise made to a customer — only a human can do that. Technology can never think through the odd things that may go awry for a customer, and prepare for those events in advance to ensure the customer's problem turns into a positive experience — but people can do that.

Bodine describes herself as a designer, but the systems she talks about designing are neither digital nor analog — they're a synthesis of technology and human activities, reflective of the real world.

Too many people talking about customer experience are so touchy-feely businesses can never put their ideas to work; others become so fixated on the technology that their advice loses its humanity and thus has little impact on the customers it is supposed to influence.

Bodine does a great job of bridging the gap, presenting achievable ways to create better experiences for buyers, outlining smart strategies for evaluating how you're doing, and prioritizing the two.

Blog posts in 2017: 42

Favorite post:
Why You Need to Measure Journeys — Not Just Touchpoints

18. Natalie Petouhoff

Natalie Petouhoff, Ph.D., may be a Salesforce VP (and program executive in the Innovation and Transformation Center, to be exact), but
her blog is completely vendor-agnostic, and she assiduously sticks to a purely educational tone.

Roughly half of the posts are from guest bloggers, but this blog is at its best when Petouhoff puts virtual pen to electronic paper. For instance, her story about a program to boost employee development highlights three things: the value of talking to customers (in this case, the company's employees); the need to cater to the emotional needs of the people you're trying to influence; and the value of establishing an ROI number, especially when trying something new that may seem "warm and fuzzy" to an executive who controls the purse strings.

The blog is sprinkled with these sorts of articles — which, in a small number of words, touch upon a collection of interconnected larger points.

You'll need to read with your brain turned to 11 to pick up on all the little lessons mixed into the larger customer experience, business and CRM discussions — what was that? a paragraph on the hazards of group-think in a piece about digital transformation? — but it's worth it. Petouhoff's blogs are fun to read, packed with ideas, and backed up with data.

Posts in 2017: 25

Favorite post:
What's the Number One Thing Today's CEOs Must Do? Do the OODA Loop Faster and More Innovatively

17. Toolbox Tech CRM Blog

Toolbox Tech, the former InsideCRM blog, has been streamlined and cleaned up, resulting in a nifty product that delivered a post for every business day in 2017.

The quality of the posts is still fairly varied, but it's a lot steadier, thanks to writers like Rick Cook, Henry Kaiser and Lewis Robinson — people who have been around the block enough to watch technology history repeat itself.

Until recently, the byline was almost always a cryptic "CRM Desk," as if a piece of furniture were churning out this prolific blog, but the writers are getting the credit now — as they deserve to.

There's none of the rewritten press release posts of last year, either — this is all fresh stuff, and it's written at a level that will be beneficial to all but the most battle-worn CRM practitioners. Your humble reporter started this blog, but he's not being sentimental — the crew at work on it today elevated it to a new level in 2017.

Total posts in 2017: about 270

Favorite post:
Winning the Clean Data Battle

16. Customer Experience Matrix

David Raab's somewhat cryptically named
Customer Experience Matrix (its moniker is taken from a tool he developed to visualize marketing and operational interactions) is the smart person's guide to marketing automation, the changing approaches to marketing, and the various other technology tools that are being pulled into marketing's orbit.

That's a pretty broad swath of stuff, and Raab negotiates it with a seemingly bemused attitude — he may be a serious authority on this stuff, but he does not take himself seriously.

Evidence of that came in a post called "2017 Retrospective: Things I did Not Predict," sort of the opposite of a predictions article, in which he describes eight trends that surprised him.

At times deep in the technical details and at other times up at the level where strategy is discussed, this blog is becoming more readable over time, while also growing more indispensable as a guide to the confusing world of MarTech.

Total posts in 2017: 45

Favorite post:
Amazon Buys Whole Foods. It's Not About Groceries

15. B2B Lead Blog

In the age of customer experience, the pendulum has swung hard toward the customer. The advice is always about being "customer centric," or putting "the customer in the center of everything you do." But your business is still a business, and it needs to do things in order to survive and thrive. How do you achieve a balance?

B2B Lead Blog, written by Brian Carroll and others, does a great job of explaining how to address conflicting business and customer needs without seeing them as a zero-sum game.

Yes, you should be hugely empathetic, deliver great value, and build your processes around customers — but only after you've been rigorous about marketing activities, like deciding which customers are going to pay off best for you and focusing on them. This realistic advice is complemented by long-form interviews with marketing leaders with similar outlooks.

Total posts in 2017: 16

Favorite Post:
How to Attract B2B Customers with Amazing Content

14. The Epokonic Blog

Stumped about the possible ramifications of an acquisition in the CRM space? Hit the
Epikonic blog, written by Thomas Wieberneit. He's probably already thought about it, applied his experience as a consultant to the subject, and turned around a 1,000-word post on this blog that provides multiple takes on the subject.

That's not the real strength of this blog, however. Perhaps the most eager-to-learn thought leader I've ever met, Wieberneit also delivers treatises on topics like ambient computing, artificial intelligence and customer service (his comparison of a modern call center to a soccer team — with position players, assignments from a "coach," and scoring the goal of customer satisfaction, for example) demonstrates storytelling ability with an objective in mind.

What frustrates him? Disconnected and fragmented systems that make it impossible to deliver a consistently high-quality experience to customers. The answer: stepping back and understanding that trust, human connection and empowered people are required on both sides of the buying and selling interaction.

Those things, Wieberneit notes, don't require any technology to deliver, and that is part of the point of the blog. Great customer experience is the goal; all the technology that delivers it is merely a tool set for achieving the real goal.

Posts in 2017: (54)

Favorite Post:
Customer Service — How to Turn a Poor Experience into a Positive One

13. CX Journey

In 2017, Annette Franz went from being a thought leader working for someone else to the CEO of her own CX consulting firm. You might think the extra time required to run the show would have sapped her energy for the
CX Journey blog — and if so, you'd be wrong.

Yes, she included some guest posts here and there, but they weren't there to buy her time. Instead, they added to the conversations she already had started. Since CRM (the discipline, not the software) starts with engaged employees, her frequent advice on how to engage, educate and enthuse workers is especially helpful.

Franz's efforts to shed new light on subjects like company culture, change management, and leadership reinforce her view that engaged customers are a result of the efforts of engaged employees.

Lest you think all the advice here is focused inward, there's plenty of push for activities aimed at making the organization more customer-centric: better customer journey mapping, more effective voice-of-the-customer programs and customer communities, for example.

Instead of offering a lot of little point solutions ("collect data about THAT!") as some blogs do, this one takes aim on creating a healthier organization that leads to healthier customer relationships.

Total Posts in 2017: 68

Favorite Post:
How to Engage Employees in Your Customer Experience Strategy

12. Duct Tape Marketing Blog

Not everyone's an ideal target for John Jantsch's long-running and prolific
Duct Tape Marketing blog: It's aimed squarely at the small business. That means you don't get a lot of CRM technology content, or discussions of departmental relationships and organization. Instead, you get plenty of posts about actually doing things — something that small business people need to do to survive, but also something the rest of us can relate to.

There are a lot of podcasts mixed in here (and even some articles about how small businesses can create their own podcasts!) and John has a lot of help from guest writers and interview subjects with some great perspectives.

I particularly like Jay Baer's advice to seek out negative reviews online, because they're an ideal way to discover ways to make your business better.

There's a lot of focus on the customer experience, but also on other things that impact customer relationships — content, public relations, website experience and so on. There's also a healthy dose of advice about back-to-basics sales processes like lead generation, funnel management, and techniques for driving return sales.

There's a lot to digest here — so the blog has a 15-category menu at the bottom, which can help you binge on posts germane to the business issues weighing most heavily on you today. The basics are important — and this blog continues to cover them very well.

Blog posts in 2017: many (format makes an exact count impossible)

Favorite post:
Why Customer Experience is the Key to an Amazing Business

11. Nick Baggott's CRM and Digital Marketing Blog

Writing short is hard. Writing short about complex topics like SEO, content marketing and customer loyalty is really hard. Thus, a tip of the hat to Baggott for managing to get so much valuable advice into his posts, which are to the point and leave you plenty of time to think about how to apply his ideas.

Some are fairly common sense — content marketing and SEO go hand in hand! — but need reinforcement. Others, like his post about dealing with negative social media comments, are much more in depth and tackle topics that worry many small businesses, but for which there's little practical and actionable advice available.

He also mixes in essays about things like marketing in developing countries, which gives him a chance to go back to the basics — even without a ton of technology, the ideas are the same. Baggott is a helpful voice who provides a useful foundation for professionals toiling away on the marketing side of the CRM equation.

Posts in 2017: 17

Favorite post:
How to Improve Your Influencer Marketing

Top 20 CRM Blogs of 2017: Countdown, Part 2

Chris Bucholtz has been an ECT News Network columnist since 2009. His focus is on CRM, sales and marketing software, and the interface between people and technology. A noted speaker and author, Chris has covered the CRM space for 10 years.
Email Chris.

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