Saturday, August 13, 2011

CRM - Customer Relationship Management



CRM is the abbreviation for customer relationship management. CRM entails all aspects of interaction that a company has with its customer, whether it is sales or service-related.  CRM is often thought of as a business strategy that enables businessesto:

  • Understand the customer
  • Retain customers through better customer experience
  • Attract new customer
  • Win new clients and contractsIncrease profitably
  • Decrease customer management costs
While the phrase customer relationship management is most commonly used to describe a business-customer relationship, however CRM systems are used in the same way to manage business contacts, clients, contract wins and sales leads.
CRM solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up sell more effectively, close deals, retain current customers and understand who the customer is.
Technology and the Web has changed the way companies approach CRM strategies because advances in technology have also changed consumer buying behavior and offers new ways for companies to communicate with customers and collect data about them. With each new advance in technology -- especially the proliferation of self-service channels like the Web and smartphones -- customer relationships is being managed electronically.
Many aspects of CRM relies heavily on technology; however the strategies and processes of a good CRM system will collect, manage and link information about the customer with the goal of letting you market and sell services effectively.
Organizations frequently looking for ways to personalize online experiences (a process also referred to as mass customization) through tools such as help-desk software, e-mail organizers and different types of enterprise applications.

Tuesday, August 9, 2011

The Future of Android - open source

As the Android world grows, it becomes an increasingly juicy target for malware. Infected apps have been spotted in various Android app outlets on numerous occasions. The platform is less restricted than Apple's, for example, and with those freedoms sometimes come security dangers. Critics say Google could address Android's security issues with a few tighter control policies.

The number of attacks on Android devices has been rising over the past few months.
The malware has exotic names such as "Zitmo," "DroidDreamLight," "Hong Tou Tou," "DroidKungFu," "YZHCSMS," "Geinimi" and "Plankton."
In January 2010, Google (Nasdaq: GOOG) removed more than 50 fake banking apps from the Android market, and in March of this year, it removed another 50 infected apps, Amit Sinha, chief technology officer at Zscaler, told LinuxInsider.
Meanwhile, Android smartphones are growing in popularity. They have extended their lead in the United States and Canadian markets, according to IDC's worldwide mobile phone market report for Q2, 2011.
That will make for a bigger pool of targets.
"Android has the potential to become the dominant OS for smartphones," Sinha said. "And ... hackers will aggressively target Android."
Add in Google's support for NFC -- near field communications -- in Android; its launching of Google Wallet, which is undergoing field tests now; and PayPal's using NFC on Android to make payments easier, and we could have a bit of a problem.
But that's not all. Even if e-wallet features don't take off, NFC has another ace in the hole -- it lets owners of NFC-capable smartphone transfer documents by touching their devices together.
You can watch a YouTube video demoing that feature on the Nokia (NYSE: NOK) N9 smartphone here.
The implications for enterprise security are vast, especially when you recall that the increasing consumerization of IT means people are using their own mobile devices at work.
Is Google's to blame for the increasing number of attacks on the Android OS because of Android's design and the hands-off policy Google maintains towards the OS? Will Android survive and be made more secure? Or will Google's laissez-faire attitude finally kill off the OS?
Google did not respond to requests for comment by press time.


Follow the Money

In September, Fortinet came across a banking Trojan it named \u201cZitmo.\u201d That Trojan steals one-time banking passwords. It resurfaced in July.
The mobile malware threat is expected to grow, security experts warn.
"In addition to mobile banking, many retail commerce transactions are expected to take place on mobile phones, and the cybercriminals will go where the money is," Neil Daswani, CTO and co-founder of Dasient, told LinuxInsider.
However, we may have some time before mobile banking really becomes a major security issue.
Many banks still haven't enabled mobile transactions on their websites, indicated Mickey Boodaei, CEO of Trusteer.
"Since online fraud is mostly a big numbers game, attacking mobile bankers is not yet a profitable fraud operation," Boodaei remarked.
That situation will change soon. Trusteer predicts that within 12 to 24 months more than 5 percent of all Android phones, iPads and iPhones could become infected by mobile malware.

Preparing for the Mobile Malware Rush

Device makers and app developers have to shape up in preparation for the expected flood of attacks on NFC-enabled devices once mobile banking takes off.
"The NFC Forum defines the contactless protocol between devices, so much of the security is the responsibility of application providers and manufacturers," Debbie Arnold, the forum's director, told LinuxInsider.
The forum's role is just to define the contactless protocol between devices, Arnold said.

Was Android Built Wrong?

The problem lies in Android's security architecture, and the proof is that it's easy to build applications that can get access to sensitive operating system resources such as text messages, voice, location and more, Trusteer's Boodaei told LinuxInsider.
However, not everyone agrees this is really an issue.
"While the security architecture of Android as well as other mobile OSes can certainly be improved, just as desktop OS security has improved over the decades, the security architecture itself isn't responsible for malware propagation," Daswani said.
Tens of thousands of new malware binary variants are created for Windows and Mac OS, for example, Daswani pointed out. The problem of security isn't going away any time soon, he opined.

Permissions Are a Hollow Protection

In its defense, Google has repeatedly pointed out that all downloaded apps request permission to access resources on uses' smartphones, and users can just say no.
That isn't enough, Boodaei contends.
Users usually just say yes because many applications request access to an "extensive list" of resources, Boodaei explained.
Google could make Android's permissions model more fine-grained, Dasient's Daswani suggested.
For example, when an Android app requests access to the Internet, it gets access to everything, including malicious domains and websites, Daswani said. Instead, Google should perhaps restrict an app's access to the Internet to only what it actually needs.
"That follows the principle of least privilege, which is well-known in the security community,\u201d Daswani remarked.

Google's Slow Anti-Malware Shuffle

In addition, Google doesn't check apps before letting their authors post them on the Android Market. Also, Google has sometimes been criticized as slow to respond to complaints about apps containing malware.
"Distributing fraudulent Android applications is trivial," Trusteer's Boodaei alleged. "There are no real controls around the submission process that could identify and prevent the publication of malicious applications. Compared to Apple's (Nasdaq: AAPL) App Store, the Android Market is the Wild West."
Further, a Google Web page requesting that Google review and take down inappropriate apps from the Android Market is hard to find, Boodaei said.
The form doesn't appear to be of much use, either, he said.
"We used it a few times with no results," Boodaei groused. "In order to have an application on the Android Market taken down, we had to use contacts within Google who are not available to the average user."
Google needs to make "major improvements" in its process of identifying and removing malicious apps from the Android Market, Boodaei said.
"Google already has a kill switch to remotely remove malicious apps, but this approach is reactive," ZScaler's Sinha stated. "They need a more proactive approach to screening and testing apps prior to allowing them on the market."

Thursday, June 30, 2011

How To Use Google Plus....Google Plus(+) is Better than Facebook



Waiting for a Google Plus invite? Google is rolling out the service in waves and you can expect it to become a ubiquitous social option in the coming months. We have been playing with the service since getting invites yesterday and there are a lot of things to like about Google's new social initiative.

Unlike Google's last big invite-only rollout of a social initiative - Google Wave - users will not be confounded on just what the heck you are supposed to with the service when signing up for the first time. From Friendster, Friendfeed, MySpace and Facebook, users are familiar with how a social platform is theoretically supposed to look. At its core level, Plus is not that much different. Yet, there is so much more. How do you get started with Google Plus? Let's break down the nuts and bolts.

Create Your Circles

Imagine the ability to break down Facebook into its various constituent parts and keep them separate from each other as opposed to one giant feed. That is what Google has done with Plus. There is one main stream where all your friends updates show up then the option to see updates from only certain groups like "Work," "Friends" or "Family." This is the essence of Circles.
From the initial interface, you will see four buttons - Home, Photos, Profile and Circles.
Go_To_Circles.jpg
The first thing you are going to want to do is set up your circles. Click on the tab and it will bring you to a interface where all of your contacts in Gmail (not just Gmail addresses, but all of your contacts) are listed in a panel on top of the screen. Below is a panel that has your various circles. To add a contact to a circle, drag from the top of the list to the appropriate group. Contacts can be added to multiple circles.
Google_Plus_Circle_Drag.jpg
One of the initial problems I had from the circles interface was that I added a couple of "Friends" into my "Work" circle and could not figure out how to get them out. You can do this from the user streams by hovering over the person's name and hovering over "Add to circles" and clicking the appropriate boxes. Yet, from the circles interface, that was not readily apparent. To take people out of a circle, hover above the circle, grab their icon and drag it back into the people plane.
One of the great differentiators between Twitter and Facebook is the "unbalanced" or "balanced" follow. Facebook was initially a two-way follow paradigm - I friend you, you friend me and we see each other's updates. This has been changed with the ability to "like" groups, brands and pages without them following you back. Twitter has always been a one-way follow - I follow you and you do not necessarily have to follow me back.
This line has been blurred in circles. If a person is in your contacts, they can be added to a circle and will get a notification that has happend (but not what circle they have actually been added to). There is also a "follow" circle. Just like Twitter, you can follow people and see their updates without them having to follow you back. As your circles evolve this could allow to track different interests, like Twitter lists.
Google_Plus_Circle_Add.jpg

The Stream and "Bumping"

Once you have set up your circles, go back to the Home screen to see the results. Below the profile picture you will see the choices of stream. You can view your entire stream at once (à la Facebook) or by particular circle.
Google_Plus_Main.jpg
There are two other options below your circles - Incoming and Notifications. Clicking incoming will bring you to messages that have been sent by people outside of your circles. Notifications will show you when people in your circles have commented on something you have posted, or something you have commented on.
Below the circles and notifications there is a tab dubbed "Sparks." More on that below.
One of the killer features of Gmail, or any Google product, is Chat. It has made its way into Plus and sits in the familiar left-hand, bottom-right portion of the screen that it is found in Gmail. Users with a lot of Circle and Chat contacts will like the ability to enable chat for particular groups. Want to surface friends and family but not acquaintances? Plus will let you do that.
If you are using Plus in a Chrome browser, desktop notifications do not pop up when someone sends you a message like it would in Gmail.
Posting a status update in Plus is not like sending a Tweet or updating Facebook. The core functions of an update are present - photos, links, video and location - but when you hit "share" it doesn't automatically post your message to everybody in your circles. You have the option to decide which circles your update is posted to, from individual groups to all circles, to extended circles, or just a single person.
Google_Plus_Chat_Circles.jpg
An interesting feature in the user stream is that conversations will surface back to the top of the feed when subsequent comments are made on a thread. This, according to Google developer Jean-Baptiste Queru, is called "bumping." Google Buzz has this same capability and it was also a feature of FriendFeed.

Photos

Photos in Plus are relatively self-explanatory. Users can update photos from their computers or from their phones, see photos that people in their circles have uploaded. With the Android app, there is a way to upload any photo that you take with your phone straight to Plus, an interesting if slightly disconcerting feature.
When you add a photo, it will prompt you to create an album. Once that album is created it will ask which of your circles you would like to share it with. This is a prime differentiator from Facebook where all of your photos are visible to all of your friends by default (you can change who can view certain photos in Facebook preferences). You can also pick an individual to share photos with instead of an entire circle.
Photo uploading is easy within Plus. Just like adding a picture or an attachment to a Gmail document, you can drag-and-drop from your desktop or click the on the upload button and browse your computer for pictures.
Google_Plus_Photo_Drag.jpg
Users can also add photos by posting them in status updates or by uploading them through the Profile tab.

Profile

If you use any Google products and have a Google account, you have a Google Profile. Profiles are unknown to most of the Internet because, until now, it was relatively useless to anyone but Google.
Your Google Profile is now the hub of you Plus experience, the backbone that everything else is built upon. There are six tabs in your profile page - posts, about, photos, videos, +1s and Buzz.
Google_Profile_Dan_Plus.jpg
A significant change to your profile page is that there is now a location where your +1s live. Until now, when you clicked +1 on content on the Web, nothing happened. The information was sent to Google and integrated into some type of esoteric search algorithm. Users can now see what people have +1ed through their Google Profile. Unlike the Facebook share/like/recommend buttons, it does not go straight into your stream but rather to the profile page.

Sparks and Hangouts

Hangouts is a new feature rolled out with Plus. Essentially it is an area where your circles or a select group of friends can video chat all on one screen. To start a Hangout, go to the "Welcome" button in the home tab. It will prompt you to start a hangout and invite individuals or entire circles. Up to 10 people can be in a hangout at once and it will be seen in that circle or users' stream.
Plus_Hangouts.jpg
Sparks is the part of Plus where you can find content on the Web that you are interested in. In the "Field Trial" version of Plus, it looks like Sparks is a randomized version of content and news generated through Google News. Sparks can be a dashboard for things you are interested in on the Web. When you do a search in Sparks, it will predict what you are searching for with a drop down menu (like old Google search, not quite like Google Instant). You can pin particular topics you search for to the Sparks dashboard for quick access.
You can share articles found in Sparks with a share button on the bottom of every article that surfaces in a search. Like everything else in Plus, it can be shared with a specific person, circle, group of circles or the general public.