Taking a stand. You go Google!

Jennifer Belissent, Ph.D.

Just sharing a blog that could make a huge impact on the business, economics, and politics of China.  I’ve excerpted the key portions for you below:

A new approach to China

1/12/2010 03:00:00 PM

Like many other well-known organizations, we face cyber attacks of varying degrees on a regular basis. In mid-December, we detected a highly sophisticated and targeted attack on our corporate infrastructure originating from China that resulted in the theft of intellectual property from Google. However, it soon became clear that what at first appeared to be solely a security incident–albeit a significant one–was something quite different.

First, this attack was not just on Google. As part of our investigation we have discovered that at least twenty other large companies from a wide range of businesses–including the Internet, finance, technology, media and chemical sectors–have been similarly targeted. We are currently in the process of notifying those companies, and we are also working with the relevant U.S. authorities.

Second, we have evidence to suggest that a primary goal of the attackers was accessing the Gmail accounts of Chinese human rights activists. Based on our investigation to date we believe their attack did not achieve that objective. Only two Gmail accounts appear to have been accessed, and that activity was limited to account information (such as the date the account was created) and subject line, rather than the content of emails themselves.

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Case Study #2: How Lenovo Implemented Customer Service Social Media Best Practices

The Second Case Study on Customer Service Social Media: How To and The Results...

If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just incase you missed them or incase you wanted a refresher as you start down the path of providing a solution to your company social media needs!

This is the second case studies in the series on Customer Service Social Media Best Practices! You might be wondering what I meant by "ownership." In organizational change management language... there are three stages of project success - awareness, buy-in and ownership. Here ownership doesn't me "owning" like it's mine - not yours. It means taking 100% responsibility for leading and faciliating solid, genuine, collaborative relationships with the whole company to further the whole company's succcess. Here's more details on how Lenovo accomplished their social media goals!

Why Did Lenovo Consider Social Media?

When Lenovo acquired the IBM PC computing division, they realized customers were talking about their products on 3rd party forums like notebookreview.com and thinkpads.com. They felt left out of these important customer conversations. To remedy that, they took ownership and lead the customer social media interactions.

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Does The Business (Still) Hate IT?

Sharyn Leaver

There is certainly no shortage of books to read about how to do a better job in 2010.  One of those just noted is "8 Things We Hate About IT" by Susan Cramm.  Given a quick review of the list, probably a better way to title it would be “8 Beaten-to-Death Clichés” about IT-business relationships.

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Cloud-Hosted Collaboration: Multi-Tenant Or Dedicated?

Ted Schadler

We just had another of our regular cloud research meetings at Forrester. In these meetings, we cut across our research organization to examine cloud computing from every angle.

Compared with even just a year ago, it's amazing how important and pervasive cloud computing analysis (as opposed to cloud computing guesswork) has become in our research calendar.

You can see the existing cloud/*aaS research here and our planned research here. As the meeting host, I mostly listen, probe, and take notes, but ocassionally I get to jump in with a thought.

To wit: We are often asked about whether cloud-based collaboration (email, team sites, instant messaging, Web conferencing, social computing, etc.) works best on multi-tenant, dedicated solutions, or both. The answer is both, but trending towards multi-tenant. Our clients are interested in both multi-tenant and single-tenant or dedicated cloud solutions -- as long as the price is right.

The future of cloud-based collaboration is clearly multi-tenant for two economic reasons:

1. Multi-tenant enables the fundamental economic benefits of a shared resource. We can see this in the price war going on in email right now -- a 50% price cut in the last 12 months with multi-tenant cloud email. The floor on email cost keeps dropping, fueled by the better economics of multi-tenant solutions and high capacity utilization.

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Case Study #1: How ACT! by Sage Software Transformed the Customer Experience By Social Media

The First Case Study in the Series About "How to Deploy Customer Service Social Media!"

If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just in case you missed them or in case you wanted a refresher as you start down the path of providing a solution to your company social media needs!

When I published the ROI of customer service social media, everyone had asked me - who is doing social media and what are they doing. To help those who haven't started down the social media path, I put together the 5 Best Practices of customer service social media. That doc is chocked full of ideas you can use today. And to provide more details on how companies have accomplished their goals for social media, I also decided to publish a bunch of case studies! ACT! is the first of many! I hope it helps you to get a better idea of how valuable social media is and its bottom-line affects!

Who is Sage and What Did They Want to Accomplish With Social Media?

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Software Sales Proposal - Burn After Reading?

Duncan Jones

Software vendors like to claim that their sales proposals are highly confidential, For Your Eyes Only or even, if you prefer the Coen brothers to Bond, Burn After Reading. I help dozens of clients every year with software negotiations, but I cant do that unless they share with me the vendor’s proposal, including price details and contract terms. Many clients are reluctant to do this, worried that doing this might break confidentiality clauses in their agreement.

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Regulation won't drive Green IT adoption

Chris Mines

Were your hopes for growing adoption of green IT dashed by the non-agreement at COP 15 in Copenhagen? Are you dismayed by the weak prospects for cap-and-trade legislation in the US during 2010? Forrester's latest Green IT survey results give us some reason for optimism -- it turns out that regulatory compliance is a weak motivation for companies' pursuit of more sustainable computing operations.

When we asked IT practitioners at 600 enterprises around the world about their top motivations for pursuing green IT operations, regulatory compliance was the 7th-most frequently cited reason, with just 16% of respondents. What's at the top? Cost and cost. Reducing energy expenses (66%) and reducing other IT operating expenses (42%) have been the strongest drivers for green IT since we began our survey work on this topic in 2007. See the full survey results in our latest Green IT Market Overview report, here.

So fear not, even in the absence of significant regulatory or policy moves this year, good old-fashioned business motivators like profitability and customer demand will continue to push companies to adopt more sustainable processes and practices -- in their IT organization and beyond.

Announcing Forrester's Next Book, "Empowered"

Ted Schadler

[Updated 7-27-2010: We've finished the book, picked the final name, and said a lot about in other places (like here and here).]

Josh Bernoff and I have begun work on Forrester's next book to be published by Harvard Business Press on September 14th in the Fall:

Empowered: Unleash Your Employees, Energize Your Customers, Transform Your Business

Groundswell Heroes: Harnessing The Power Shift In Your Workplace And Marketplace

 

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Thoughts on EMC’s acquisition of Archer

Chris McClean

What a good way to kick off what should be another exciting year in GRC. Just less than a year ago, Archer Technologies brought consolidation to the IT GRC market with its acquisition of rival Brabeion. The vendor food chain continued today as EMC announced an agreement to acquire Archer into its RSA product division.

Details such as product integration and go-to-market strategy will trickle out slowly of course, but so far, this is a significant deal for a couple of reasons:

  • Archer fills a substantial void in EMC’s product offering, which included many elements of GRC, but no central platform to pull it all together.
  • EMC will introduce the Archer products to a much larger set of potential customers...most notably as a platform to manage security and compliance, but also to customers with requirements for related areas like vendor management or business continuity.
  • It brings another IT heavy-weight fully into the GRC space, with substantial engineering resources to work on product development (but only if Archer continues to be seen as a top priority within RSA).

As we watch this acquisition come together, as well as other upcoming announcements that will make the GRC space even more competitive, here are a few questions to consider:

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Case Study #5: How Intel Uses Social Media to Transform The Way They Do Business

Most people know Intel as a provider of microprocessor for large manufacturers like Apple, Dell and HP. A large portion of their business is driven by the elaborate network of customers - resellers, partners, etc.. from around the globe. To remain innovative Intel must enroll, engage, and entertain the most brilliant minds to continue to push the boundaries of technology. They realized the ability to collect and harness the power of that collective wisdom would be best served by social media.

The Old Way Of Doing Business. In the past they had used traditional focus groups, where engineers, scientists and business people would gather from around the globe and spend a week or so together, creating new possibilities. What they found was that ,in addition to the expense of flying people from all over the globe, while the conversations were great -- they were more difficult to keep ongoing conversations as the same level of creativity and intensity. Once back at home, the everyday work/home life catches up with everyone. And they clearly saw the need and desire of the collective wisdom to be in more continuous conversations.

Intel decided to use social media as a platform to look at key business factors and sustain these conversations on a continuing basis. Intel engaged key customers in open discussion about how to improve their customer experience. First they found a need for customer's to be able to contact Intel quickly and securely to discuss product or process issues or ideas. And second, Intel found that the customers wanted the ability to engage with each other without involvement from Intel. Of course, privacy and security were of the utmost importance!

Intel began by evaluating the customer experiences, its methods of being in communication with its customers and its ability to target and engage customers and maximize effective, relevant, just-in-time communications.

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