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One best practice forward-looking companies have adopted is being proactive with online conversations that criticize, question -- or hopefully compliment -- a company's products or services ...

It's not easy to find something to like about air travel these days -- the industry, after all, has the lowest customer satisfaction ratings in the economy -- but Gail Bower, president of Bower & Co. Consulting, has: the self-service kiosks that just about every airline now uses to handle automated tasks ...

Microsoft is forging ahead with plan B, now that its proposed merger with Yahoo is all but dead. It is expanding its relationship with Facebook to broaden exposure of its Windows Live Search as well as increase its own search ad business. This latter goal, of course, had been the point behind the failed Yahoo acquisition. It is unclear, though, whether Microsoft can catch up with Google in this space without Yahoo -- and, if it can, whether this is the best strategy to do so...

On July 11, when Apple had barely started to sell its much-anticipated iPhone 3G, Salesforce.com became the first customer relationship management vendor to announce the availability of its mobile applications for the iPhone in Apple's App Store. ...

Juniper Networks, a provider of networking systems, has tapped 16-year Microsoft veteran Kevin Johnson to be its CEO. Johnson led Microsoft's platforms and services division, which oversees product development, marketing and strategy for the Windows and online services businesses. As it announced Johnson's departure, Microsoft said it will reorganize this division -- splitting it into Windows/Windows Live and online services -- with both groups reporting to CEO Steve Ballmer. ...

As though in defiance of current economic trends, Amazon delivered second-quarter earnings that gave investors little to complain about ...

NetSuite has added new features to its NetSuite CRM+ flagship product, focusing on building new and tweaking existing marketing automation and knowledge management workflows for customer support and service ...

Yahoo disappointed shareholders with its second quarter earnings report, posting declining profits that missed Wall Street's expectations. Its quarterly net income fell to US$131 million, or 9 cents per share, from $161 million, or 11 cents per share, a year ago. Excluding certain charges, Yahoo realized earnings of $139 million, or 10 cents per share, falling one cent short of analyst expectations.

At US$2.4 billion, the global contact center marketplace has grown mature. However, trends in the industry are still driving much growth in the space, according to a newly released report by Gartner that looks at the market and its players ...

Google released a respectable earnings report on Thursday, considered in absolute terms. However, the market had been expecting the search engine giant to deliver a stronger performance and promptly punished its stock for the shortfall. ...

eBay turned in more than respectable earnings for its second quarter: a 22 percent rise in profits for a net income of US$460 million, or 43 cents a share. Yet the online auctioneer's stock value dropped following the news, in part because of its disappointing guidance for the third quarter ...

SAP is transitioning its customers to the recently released SAP Enterprise Support package next year -- a change that will ultimately increase maintenance and support costs to 22 percent of license fees. ...

Intel investors received a double whammy of both good and possibly bad news regarding the world's largest chipmaker on Tuesday. Intel's quarterly profits topped analyst estimates by 3 US cents. However, the company's guidance for the upcoming quarter was less than what many in the market had been expecting. Worse, according to news reports, it appears as though European antitrust regulators may be gearing up to pursue Intel...

"Despite the great level of efficiency afforded by the technology, these low adoption numbers are likely attributed to the high cost of comprehensive remote patient-monitoring solutions, such as telemedicine systems," Erika S. Fishman, director of research and client services at Manhattan, told TechNewsWorld...

Viacom and Google have agreed to keep the personal information of YouTube users private, even as Viacom gears up for the next stage of litigation in its copyright infringement lawsuit against Google ...

Microsoft held its Worldwide Partner Conference last week, and Sonoma Partners' Mike Snyder summed up the event's highlights ...

Two more Internet service providers (ISPs) have joined New York State Attorney General Andrew Cuomo's crusade to block access to online child pornography at a key distribution source. ...

President George Bush has signed into law a measure that overhauls wiretapping rules and grants immunity to telecom companies that cooperated with a secret warrantless wiretap program. The administration established the spying operation after Sept. 11 to gain greater flexibility in eavesdropping on suspected terrorists' conversations. ...

Earlier this year, a careless employee at a Washington, D.C., area investment firm learned a painful lesson: Sharing files through peer-to-peer Web sites like LimeWire can easily expose internal data in a corporate network. In this case, the employee worked for Wagner Resource Group, which counts several politically connected people, including U.S. Supreme Court Justice Stephen Breyer, among its clients.

Microsoft is offering some of its most popular acquisitions via cloud computing with the rollout of Microsoft Online Services. Like many vendors adopting this delivery mode, Microsoft is seeking to exploit companies' eagerness to downsize their internal IT and computing infrastructures to the greatest extent possible. ...