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As expected, sales of mobile devices are up considerably from last year, showing an increase of nearly 14 percent worldwide over the second quarter of 2009. That’s according to a report released by Gartner, and the results fall closely in line with other reports out from firms such as Forrester Research and iSuppli. However, the margins that manufacturers are making on sales of those phones... 

Customer service is being touted as a lot of things these days — “the new marketing,” “the new CRM,” even “the new sales.” That’s all well and good, but many customers just wish customer service could be “the new, actually functional customer service.” The situation isn’t abysmal everywhere; there are notable examples where customer... 

Apple shares sank $2.34 to close at $259.41 in volatile trading Tuesday, dipping below the $260 mark they had held onto since Aug. 2 after slipping below it in late June. Maybe investors were uncertain because of a slew of bad news, perhaps the most significant piece of which was that the United States and European Union are apparently investigating Apple’s policies for mobile software developers.... 

The online sales channel continues to grow each day, touching every corner of the globe and nearly every type of merchant or marketplace. A fundamental component to the success of this channel is the payment system — but choosing the right one may seem like a daunting task. One of the first questions to ask is whether to build or buy. Merchants should weigh the pros and cons of each option based... 

Last week in New York, I began some field research in social CRM that will result in a longer paper later this fall. One of the things that interested me was the level of frustration and, well, anger that some customers have for some of their vendors. It’s a mixed bag, really — some people take great umbrage at Starbucks, others at a social networking site, and still others target their... 

Netflix said Tuesday that it has reached a deal with a movie-studio owned pay-tv and streaming service that will make recent theatrical releases available to its customers 90 days after they begin to appear on premium cable and on-demand channels. Neither Netflix nor Epix, the pay-tv and streaming service, confirmed details of the deal. However, Janney analyst Tony Wible issued a research note estimating... 

On Monday Google CEO Eric Schmidt and Verizon CEO Ivan Seidenberg proposed a far-reaching plan designed to address all the concerns the varying stakeholders have with Net neutrality. Twenty-four hours later, it is clear that at least some of those stakeholders — particularly advocates for Net neutrality, a group Google once seemed to lead — are dismayed by the proposal. Most controversial... 

Apple announced Saturday that Mark Papermaster, its senior vice president for mobile devices, has left the firm. Various stories are circulating regarding his departure, ranging from a clash with Apple CEO Steve Jobs to blame for Apple’s problems with the iPhone 4′s antenna, which resulted in a flurry of bad publicity for the company. The shakeup comes less than two years after Papermaster... 

HP Chairman, CEO and President Mark Hurd resigned Friday in a move that shocked the market. HP announced the decision following an investigation of a sexual harassment claim by a former contractor to the company. The probe found there was no sexual harassment, but that there were violations of HP’s standards of business conduct. The company’s board of directors has appointed chief financial...