Category Archives: Customer Relations Management (CRM)

Research confirms that Facebook, Twitter and Google are spying on users

big brother

big brother (Photo credit: Vince_Lamb)

Social networks: can robots violate user privacy?

ECM Plus +++ Recent news in the international media has revealed numerous Internet privacy concerns that definitely deserve attention and further investigation, which is why Geneva-based High-Tech Bridge  decided to conduct a simple technical experiment to verify how the 50 largest social networks, web services and free emails systems respect – or indeed abuse – the privacy of their users.

According to High-Tech Bridge, the experiment and its results can be reproduced by anyone, as we tried to be as neutral and objective as possible. Continue reading

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Filed under Analysis, Analytics & Metrics, Business Risk, Compliance, Content Curation, Content Governance, Content Management, Content management system (CMS), Content Protection, Content Security, Corporate Civic Responsibility (CCR), Corporate Governance, Customer Relations Management (CRM), Data mining, Data privacy, Data protection, Data storage, Digital asset management, Enterprise Content Management, GRC (Governance, Risk & Compliance), Industry News, Information Governance, Information Management, Information security, Intellectual Property (IP), Intelligent Search, Legal, Policy Management, Regulatory Compliance, Reporting, Risk Analysis, Risk Assessment, Risk Management, Security Content Management (SCM), Social Content Management, Trusted Cloud, UGC - User-generated content, WCM

Big bank insider exposes $20bn UBS tax evasion, awarded $104m

National Whistleblowers Center – www.whistleblowers.org

Whistleblower bags massive $104 million reward for foiling bankster scam

By ECM Plus staff

ECM Plus /Washington, D.C./ +++ Former UBS banker Bradley Birkenfeld has won a massive whistleblower reward of $104 million for his contributions in providing the U.S. Government with insider information on UBS’ illegal offshore banking scheme.

According to the National Whistleblowers Center, this is believed to be the largest reward ever given to an individual whistleblower in the United States and the first major reward issued under the IRS tax whistleblower law. Continue reading

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Filed under Accounting, Asset management, Business Intelligence (BI), Business Rules, Capital Management, Compliance, Corporate Civic Responsibility (CCR), Corporate Governance, Corporate Social Responsibility (CSR), Document Management, eDiscovery, Electronic Document Management & Delivery, Finance, GRC (Governance, Risk & Compliance), Industry News, Information Governance, Information Management, Internal Controls, Investor Relationship Management, Legal, Policy Management, Private Finance, Private Wealth, Records & Information Management (RIM), Regulatory Compliance, Reporting, Risk Analysis, Risk Assessment, Risk Management, Segregation of Duties (SoD), Trade & Investment, Wealth Management

Business crowdfunding to boost economy

panorama of sheffield - south yorkshire

Sheffield to play host to crowdfunding event. Photo: Paolo Margari

British business owners become their own financiers, set to make banksters obsolete 

By ECM Plus staff

ECM Plus /London/ +++ So fed up are British business owners with the bankster establishment, their disinterest in lending or supporting the economy that a group of British entrepreneurs, dissatisfied with ‘business-as-usual’, have come together to ‘tear up the rulebook’  and ‘cutting out the middle-men’. Continue reading

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Filed under Accounting, AIM - Alternative Investment Management, Asset management, Brand asset management, Budgeting, Business Risk, Capital Management, Crowd-funding, Equity Capital Markets, Finance, GRC (Governance, Risk & Compliance), Industry News, Investor Relationship Management, Planning & Forecasting, Private Finance, Private Wealth, Risk Management, Trade & Investment, Wealth Management

Foundation sues over email and phone hacking allegations

EFF_logo_white

Electronic Frontier Foundation

EFF says government ‘withholding information’ about ‘unconstitutional spying’

Washington, D.C. – The Electronic Frontier Foundation (EFF) sued the Department of Justice (DOJ) today, demanding answers about illegal email and telephone call surveillance at the National Security Agency (NSA). Continue reading

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Filed under Collaboration, Compliance, Content Governance, Content Protection, Content Security, Corporate Civic Responsibility (CCR), Corporate Governance, Customer Relations Management (CRM), Data Governance, Data mining, Data privacy, Data protection, Data storage, GRC (Governance, Risk & Compliance), Industry News, Information Governance, Information Management, Information security, Internal Controls, Policy Management, Regulatory Compliance, Risk Management, Security Content Management (SCM), Segregation of Duties (SoD), Software, Telecommunications, Web governance

Belgian DAM doyen bolsters SDL links in CXM move

Image representing ADAM Software as depicted i...

Belgians bolster DAM efforts

Retail client content project spurs firms in joint operations for customer satisfaction

By ECM Plus staff

ECM Plus /London/ +++ Ghent-based ADAM Software and SDL have just reaffirmed their partnership to offer customer experience to companies with large-scale e-commerce operations.

According to the two firms, the move builds on a national retail chain where SDL and ADAM Software carried out a seamless deployment of an online store containing hundreds of thousands of pieces of content. Continue reading

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Filed under Asset management, Content Categorisation, Content management system (CMS), Content marketing, Customer Relations Management (CRM), CXM - Customer Experience Management, Digital asset management, Digital Media Management (DMM), E-commerce & e-tailing, Enterprise Content Management, Joint Ventures & Partnerships, Marketing asset management, Marketing operations management, Media asset management, Media Content, PCM - Product Content Management, Product Information Management, Vendor News, Web Content Management, Workflow

Walmart in the doghouse again as CSR slouches

Walmart Market

Every little helps

130,000 call out retail behemoth Walmart’s supplier for ‘forced labor’ and ‘brutal conditions’

VIDEO: http://www.youtube.com/watch?v=cVWos-FBLjQ

ECM Plus +++ In yet another corporate social responsibility PR blunder, a worker’s campaign on change.org is calls on retail giant Walmart to cancel a contract with a seafood supplier accusing the retail corporate of ‘forced labor’.  Continue reading

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Filed under Business Risk, Compliance, Corporate Governance, Corporate Social Responsibility (CSR), Customer Relations Management (CRM), GRC (Governance, Risk & Compliance), Investor Relationship Management, Policy Management, Risk Management, Vendor News

Assets finding safe haven in Britain – report

EXPO REAL - International Trade Fair for Comme...

Safe as houses: assets bolt for Blighty's bricks

Economic jitters weigh heavy as property market indicators flatter to deceive

By ECM Plus staff

ECM Plus +++ The latest ‘Property Snapshot’ by real estate analysts Colliers International reveals that the lack of robust property fundamentals continues to be more than offset by international economic and political fear.

According to Colliers, safe haven investment is now flowing into British property, in what it calls ‘a defining market feature.’

Key new findings for the economy, Colliers said that despite a positive Q3 of 2011 GDP outturn, uncertainty and concerns about Britain’s economic prospects, what it calls the ‘Eurozone fallout’ and financial issues continue to restrain capital investment and consumer spending substantially. Continue reading

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Filed under Analysis, Asset management, Budgeting, Business continuity, Business Continuity, Business Risk, Contingency Planning, Corporate Governance, Disaster Recovery, Equity Capital Markets, GRC (Governance, Risk & Compliance), Investor Relationship Management, Risk Analysis, Risk Assessment

People power now funding new businesses

Bicycle

Bank liquidity drought and risk aversion sees Peoplefund.it ‘crowd’ financing taking up the slack, from Frome to Fontainbleu and beyond

By ECM Plus staff

ECM Plus +++ A new venture in South West England is blazing a trail in post-meltdown financing for new, small businesses.

The Bicycle Academy, tipped to be fastest “crowd-funded” enterprise in UK is a Frome-based enterprise which builds bicycles to send to people in Africa, and is ready for business thanks to a revolutionary new website backed by Hugh Fearnley-Whittingstall.

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Filed under Asset management, Business Risk, Collaboration, Industry News, Investor Relationship Management, Risk Management

South African Wal-Mart mega-merger in ‘fundamentally flawed’ claim

South African Commercial, Catering and Allied ...

Unions appealing rulings as 'flawed'

Appeal against Wal-Mart and Massmart merger in South Africa

By ECM Plus staff

ECM Plus +++ Court hearing commences today to determine whether the South African merger of Wal-Mart and Massmart can proceed, or whether the matter should be referred back to the Competition Tribunal for consideration.

Three South African Government Ministries, supported by labour federation COSATU, are appealing based on their claim that the earlier Competition Tribunal proceedings were fundamentally flawed and are seeking a full rehearing of the matter. Continue reading

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Filed under Business Process Management, Compliance, Corporate Governance, Corporate Social Responsibility (CSR), Customer Relations Management (CRM), GRC (Governance, Risk & Compliance), Industry News, Investor Relationship Management, Regulatory Compliance, Risk Management

Public sector shame as jobsworths jostle OAP injury claims

Newham - Environmental Health

Hypocrisy alive and well and living in Newham. Image: LoopZilla

No Win No Fee changes and the spending cuts will hit older people’s access to justice

By ECM Plus staff

ECM Plus +++ A pensioner who fell over a broken drain cover in East London in 2009 has won compensation for her injuries from Newham Council after a two year fight for justice. Continue reading

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Filed under Corporate Social Responsibility (CSR), Customer Relations Management (CRM), GRC (Governance, Risk & Compliance), Industry News, Risk Analysis, Risk Assessment, Risk Management

Quango tinkering ignores true diversity on company boards

FRThis is the internationally recognized symbol ...
Still no room for disabled in diversity

Financial Reporting Council ignores disabled talent in favour of just women in touting ‘benefits of diversity on corporate board appointments

By ECM Plus staff

ECM Plus +++ The FRC has proclaimed changes to their ‘UK Corporate Governance Code’ and is urging companies to respond ‘rapidly’.

FRC has decide to amend Britain’s Corporate Governance Code was meant to strengthen the “principle” on boardroom diversity. Continue reading

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Filed under Accessibility, Corporate Governance, Corporate Social Responsibility (CSR), Enterprise Resource Planning (ERP), GRC (Governance, Risk & Compliance), Industry News, Investor Relationship Management, Policy Management

German giant gobbles BPM minnow

Robert Bosch GmbH

Business process software gets the Teutonic touch

Bosch plans acquisition of inubit AG

By ECM Plus staff

ECM Plus +++ German indusstrial giant Robert Bosch Group AG has acquired inubit AG, the small software firm specialising in business process management.

According to the company, its 100 associates generated sales of around 10 million euros.

However, the two companies said that the actual purchase price of inubit will not be disclosed. Continue reading

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Filed under Business process automation (BPA), Business Process Management, Industry News, Investor Relationship Management, Regulatory Compliance, Reporting

Food content awarded ‘Non-GMO Verified’ badge of honour

Different varieties of soybeans being grown to...
As nature intended: compliance to food content standards

Appearing on-pack in August for all Silk soymilk, ‘Pure Coconut’ and ‘Pure Almond’ brands

Plant-based beverage brand Silk has confirmed that all of its products in the beverage portfolio of the company have now been verified by the Non-GMO Project, the association of manufacturers, retailers, distributors, farmers, seed companies and consumers.

According to the company, Silk’s portfolio includes Silk Soymilk, Silk Pure Coconut® and Silk Pure Almond. All Silk soymilk, coconutmilk and almondmilk products were enrolled in The Non-GMO Project’s Product Verification Program in 2010. Continue reading

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Filed under Brand asset management, Business Risk, Compliance, Content marketing, Corporate Social Responsibility (CSR), Customer Relations Management (CRM), Industry News, Risk Management

NNDB gets corporate board content all mapped out

magnifying glass showing aberration

NNDB Mapper helps put connections under scrutiny

New update for content at NNDB corporate board mapping

By ECM Plus staff

ECM Plus +++ Look out LinkedIn. NNDB has updated its free \NNDB Mapper search engine, the visual tool that explores the connections and linkages between people.

According to NNDB, the NNDB Mapper now navigates biographical data collected in NNDB now topping more than 32,000 individuals, with coverage linking the worlds of business, politics, science and culture. Continue reading

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Filed under Analysis, Business Intelligence (BI), Corporate Governance, Corporate Social Responsibility (CSR), Enterprise Search, GRC (Governance, Risk & Compliance), Industry News, Investor Relationship Management, Policy Management, Segregation of Duties (SoD)

German telco taken to task by workers

Deutsche Telekom corporate headquartiers, Bonn

Telekom trangresses corporate guidelines as unions escalates to OECD

Global union alliance files OECD complaint against Deutsche Telekom for union-busting

By ECM Plus staff

ECM Plus +++ A complaint filed with the Organisation for Economic Co-operation and Development (OECD) describes how German telco behemoth Deutsche Telekom has engaged in anti-union activity in the United States of America and in Montenegro that violates OECD Guidelines for Multinational Enterprises.

According to the complainant, filed by the German union ver.di, US union the Communications Workers of America and global union federation UNI Global Union, details the union-busting activity in the United States, where the management of wholly-owned subsidiary T-Mobile USA “has engaged in a pattern of conduct designed to undermine and frustrate employees’ efforts to choose union representation freely and to deny employees their rights to collective bargaining.” Continue reading

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Filed under Business Risk, Compliance, Equity Capital Markets, GRC (Governance, Risk & Compliance), Industry News, Investor Relationship Management, Risk Management

Equidity’s IRM set to make IPO investor content go with the flow

Equidity CEO Mona

Equidity turns up the heat, partners in new IR content platorm that is hot, hot, hot, launches first investor relationship management platform connecting long-term growth investors with pre-IPO companies

By PAUL QUIGLEY

ECM Plus +++ Investor Relationship Management software specialist Equidity has just released a new proprietary platform for connecting a network of qualified institutional investors with pre-IPO companies.

In private stage investing, where there is a lack of information transparency, Equidity said its systems provide tools for late-stage investing and IPOs. Continue reading

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Filed under Cloud Computing, Enterprise Content Management, Investor Relationship Management, Mobile communication

AuraPortal tweaks BPM suite with ECM, CRM and eCommerce

AuralPortal gets holistic in Integrated business process management suite

By ECM Plus staff

ECM Plus +++ BPM bellwether AuraPortal is introducing new modules for its Business Process Management Suite: Content Management (CMS/ECM), a complete online commerce platform (eCommerce) and a new CRM (Customer Relationship Management) ~Process Patterns, which the company said will fully-integrate with existing AuraPortal apps.

AuraPortal said their BPM suite is now 100 percent web-based and claims it can cover all of the essential areas of a company’s business management structure. Continue reading

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Filed under Business Process Management, CMS, Content Management, Content management system (CMS), Customer Relations Management (CRM), Enterprise Content Management, Enterprise Resource Planning & Management, Vendor News, WCM

Galileo pontificates cloud payments for banks

Credit cards

Safety in numbers?: Cloud payment plans from Galileo

Cloud processing for regional and smaller banks and financial firms

ECM Plus – Galileo Processing has just taken the wraps off its new suite of solutions that enable payment card issuing banks and payment card programme managers to use cloud computing while ensuring levels of security, availability and regulatory compliance.

According to Galileo, their cloud processing offers clients a dedicated virtual environment where clients can preserve intellectual property. Users can develop their own app and functionality to support their card programmes. Continue reading

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Filed under Analytics & Metrics, Billing & Customer Care Systems (BCCS), Cloud Computing, Compliance, Customer Relations Management (CRM), Data Governance, Data privacy, Data protection, Information Governance, Information Management, Information security, Intellectual Property (IP), Trusted Cloud, Vendor News

AuraPortal integrates content management with BPM

Workflow/Business Process Management (BPM) Ser...

Workflow/Business process management model

AuraPortal ups the ante with first BPM suite with integrated content management system

ECM Plus – AuraPortal has released a new content management module as part of its Business Management Platform integrated with business process management, business rules, document management, customer relationship management and online commerce, extending the platform’s scope extensively.

According to the company, the new content management will enable users to design customised systems, with all transaction activity monitored by AuraPortal BPM, as it happens with the rest of AuraPortal’s functionalities. Continue reading

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Filed under Business Process Management, Content management system (CMS), Customer Relations Management (CRM), Document Management, Enterprise Content Management, Vendor News

FEATURE: Times are a-changin’ for customer communications

Glen Manchester, CEO, Thunderhead

In customer communications, ‘the times they are a-changin’ Glen Manchester, CEO of Thunderhead, explains why businesses need to move away from siloed, print-centric document output to a much more flexible solution in order to provide truly customer-focused communications.

For any government or organisation engaging with a wide range of stakeholders, Bob Dylan’s anthem of social change has never rung so true.

Today’s ‘connected’ world is putting pressure on organisations to deliver timely, personal and compelling communications across a range of communications channels. Continue reading

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Filed under Analytics & Metrics, Brand asset management, Customer Relations Management (CRM), Features

Social media mayhem as monetisation hawks set to swoop

Quel ricco sfondato di Mark Zuckerberg, founde...

From community collaboration to corporate cash cow?

Brands set To shift from community building to monetisation in social media in 2011

BY PAUL QUIGLEY

ECM Plus – It was only a matter of time. With many brands focused on building social communities in the past, their focus is shifting towards how they can make money out of these communities and social channels and social activities in 2011, says Punch Communications.

According to their research, launching a Facebook store will continue to enable brands to continue discussion with followers and fans, while also customers can buy and share products with friends and write reviews, Punch stated.

Holly Henstock at Punch added: ‘Brands have and are continuing to integrate social media channels within campaigns, alongside other channels. However with some brands now beginning to sell directly via Facebook apps such as the Facebook store, it looks likely that those brands who have invested so heavily in community building will begin to look at how they can make a return on investment. Clearly the main issue is how to do so without undermining the community itself – and it’s certain that some consumers will reject the concept of being sold to via brand pages. Nevertheless, the process is inevitable and looks set to create an interesting dynamic over the coming six to twelve months.”

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Filed under Analysis, Brand asset management, Content Monetization, Customer Relations Management (CRM), Enterprise Social Software (ESS), Marketing asset management, Marketing operations management

Mumsnet’s ‘off the beaten track’ bolstering trust at Content Monetisation 2011

Monetization 101 at #bwe08

Monetization 101: Picture - BenSpark

CEO of Mumsnet Justine Roberts to keynote at Digital Content Monetisation 2011 in London 

BY PAUL QUIGLEY

ECM Plus – At Digital Content Monetisation 2011 in London this month, Justine Roberts, co-founder and CEO of Mumsnet, will talk about the secrets of building a thriving online community, and how Mumsnet works with clients and advertisers.

According to Roberts, from building Mumsnet from scratch, to a site which attracts 25 thousand posts each day, Roberts commented on what have been the key factors in building and maintaining a successful online community.

“Essentially,” said Roberts, “we started with a blank piece of paper, viewing ourselves as a platform provider, with the understanding the site had to be developed in collaboration with mumsnetters at every stage.”

Roberts added: “The most important factor has been letting the community direct progress and listening to what they want – almost all innovations, new site and product developments at Mumsnet are derived from members suggestions.”

The Mumsnet founder added that this happens on a day-to-day basis. “We view the site as an ongoing beta or focus group. Most recently this has led to our ‘Off the Beaten Track’ section, covering sensitive issues which which users’ requested not to be indexed by Google. Their feedback and suggestions have also been instrumental to the design of our soon-to-launch mobile app.”

Roberts said that this ‘constant beta’ approach has also lead Mumsnet down some unconventional paths where design is concerned. “Following a re-design four years ago, there was such an uproar from users, that within half a day, the old design had to be put back. So we now have four different designs available, including the ‘classic’ view.”

According to the Mumsnet founder, one have to understand that for people who are really engaged in the community, the site’s design becomes like their wallpaper at home.”

Mumsnet describes itself as akin to a social enterprise, its “overarching aim not the pursuit of profits” but rather serving your community in an ethical manner.

On the challenges of serving shareholders as well as the community, and who has the last say, Roberts said: “Mumsnet has been fortunate enough to never have outside shareholders, and to be funded through cashflow and the original founders taking no salary for many years, so we’ve never been obliged to chase cash.”

Added the CEO, “We are very aware people don’t have to be on Mumsnet, and of how connected to the brand people feel – the community members calling themselves mumsnetters, for instance. This wouldn’t work if we tried to flog things to them all the time.”

“We work with transparent, open brands, and we got to the position we are in today by being selective about who we work with” Roberts asserted.

The Mumsnet CEO  believes the most successful clients are those willing to engage with the community, recognising there’s a new world out there, not just putting up an ad and stepping back. “It can be incredibly powerful for both product testing and market research” she added.

“The census of our members last year showed that 80% said they wouldn’t make a major purchase without checking with the Mumsnet community first. We see part of our role here as helping brands become part of that discussion in non-partisan way.”

Mumsnet is soon to release an iPhone app, developed in association with Vodafone. The app will be free and ad supported, and the iPhone launch will be followed by other mobile platforms. Justine is speaking at Digital Content Monetisation, which takes place 24-26 January in London. Visit www.dcm-eu.com for more details.

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Filed under Collaboration platform, Content Monetization, Customer Relations Management (CRM), Enterprise Social Software (ESS), Industry News

Wmode moves in on monetisation

Hey Funny Or Die, You're Blocking Your Own Content

Content: Picture: extraface

Multi-dimensional monetization affiliate commerce exchange to monetise and federate gateway for mobile value chain.

BY PAUL QUIGLEY

ECM Plus – Wmode’s new ACE platform builds on its existing billing and payments technologies for wireless carriers, the company said, by expanding the service offering to include mobile service providers, app providers, and content providers.

According to Wmode, organisations are able to connect together, enabling commerce between them and end-users, by providing a suite of app store functionality.

Some of the platform’s highlighted functions include: identity management, subscription management, payment processing and settlements, affiliate merchandising, analytics and reporting.

The ACE Identity Management features include federated IDs across multiple applications, a common user authentication platform, and a digital locker, Subscription Management incorporates service access control and end-user self-serve management, while Payments and Settlements focuses on settlements of transactions between multiple parties, flexible billing, eWallet, virtual currency, stored value services, and incorporating loyalty programs. The Affiliate Merchandising engine contains bundling, promotions, coupon codes, affiliate codes, dynamic business models, app discovery services, and many other techniques that enable users to find and sign up for suites of apps. Finally, Analytics and reporting includes tracking, data mining and transactional reporting of all services and applications.

Terry Hughes, head of market development at Wmode said: “Today’s app stores typically have a limited set of relationships between the store provider, the merchant and the end user; ACE enables multiple parties to connect together to integrate, bundle, price, deliver, collaborate and innovate, knowing that the complexities of payments, tracking, reporting, analytics and fulfillment are being taken care of. To deliver this, ACE leverages some of the ICT industry’s best-of-breed technologies including digital authentication, federated ID management, subscription services, advanced payment processing and settlement tools, and affiliate marketing systems.”

Wmode said ACE is targeted to help wireless carriers, app store providers, major brands, and service providers who want to monetize interconnected and complex mobile value chain.

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Filed under Asset management, Business Process Management, Content Categorisation, Content Delivery, Content Management, Content Monetization, Content Provision & Creation, Content Security, Content Syndication, Customer Relations Management (CRM), Digital Media Management (DMM), Digital rights management, Enterprise Resource Planning & Management, Media asset management, Mobile Analytics, Mobile Content, Telecommunications, Vendor News

Google data privacy breach leaves brand reputation in tatters

Left to right, Eric E. Schmidt, Sergey Brin an...

Image via Wikipedia

Street View privacy breach damaging to user confidence in the brand

by Jack Adams, SEO Consultant, Greenlight

Google has escaped a fine for collecting personal data – including email addresses and passwords – being used in UK public Wi-Fi spots.

Despite labelling the act as a “significant breach” of the Data Protection Act that was “not fair or lawful,” the UK’s Information Commissioner’s Office (ICO), has simply requested that Google delete the offending data and given the search giant nine months to review its privacy practices.

The general consensus is that the ICO has been very lenient over this – its probe has been labelled “lily-livered” by Tory Member of Parliament (MP) Robert Halfon. But has Google really escaped lightly?

The damage to Google’s brand perception is substantial. In direct monetary terms it seems certainly Google has got off lightly, in the UK at least. Investigations in other nations are ongoing.

However, there can’t be any denying that some extent of damage has been done to users’ confidence in the brand and its squeaky-clean image, built around the company’s ‘don’t be evil’ motto.

This damage has been compounded by the widespread national news coverage of the privacy breaches, especially with the matter being discussed in UK parliament.

Even in general conversations, one slightly less-than-tech-savvy individual expressed reservations over Google, asking whether this breach means they should discontinue internet banking in fear of online fraud, demonstrating just how this news has pervaded the general public. The question though is whether this has put the respective individual off searching with Google? Will they now switch to a competitor?

The damage to Google’s brand perception is substantial.



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Filed under Analysis, Analytics & Metrics, Business Intelligence (BI), Content Security, Customer Relations Management (CRM), Data Governance, Data privacy, Data protection, Scanning, Security Content Management (SCM)