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Archive for the 'CRM' Category

Google discovers what computing is actually for: “In short, we’ll treat you as a single user across all our products which will mean a simpler, more intuitive Google experience.”

Across all products is important. Across all devices is vital.

Drudge and the privacy geeks are going typically apeshit, but Google is playing my tune:

“If you’re signed in, we may combine information you’ve provided from one service with information from other services,” Alma Whitten, Google’s director of privacy, product and engineering wrote in a blog post.

How might that work?

For instance, a user who has watched YouTube videos of the Washington Wizards might suddenly see basketball ticket ads appear in his or her Gmail accounts.

That person may also be reminded of a business trip to Washington on Google Calendar and asked whether he or she wants to notify friends who live in the area, information Google would cull from online contacts or its social network Google+.

Hell, yeah! Those are the kinds of jobs I want from Sarah, your software secretary, but I can show you a very cool Constance the Connector connection here, as well.

How about I start a music service that seeks to sell you music that you will probably like and don’t already own. “Don’t already own” is an easy database from iTunes or whatever. But “will probably like” requires analysis — algorithm as art — and that’s what makes my business model work. To you-as-end-user, it feels like I know you, like we’re high-school buddies whose friendship is built around grooving to the same tunes.

How could I do that? Let me see your YouTube history, not just what you picked but how many times your replayed particular songs. Let me see your shopping history — especially the things you come back to again and again but don’t buy. I don’t need to know you. You already know you better than anyone else ever could.

That’s what we’re actually talking about, you collecting facts about yourself for future reference. Like a bad comic, Google can make anything sound dirty, but there is nothing wrong with you getting more of what you want — better, faster and cheaper.

Do you understand? Your fears, assuming they are real, are misplaced. The U.S. Government now has the lawful authority to assassinate you at will in your home with a Predator Drone. Google just wants to help you find a more effective hemorrhoid cream.

So: I’ve got the formula for the all-time perfect one-size-fits-you-and-you-alone internet radio station. How do I get the data?

Here’s a way of thinking of Constance, purely as software: She is an extensible database of extensible databases. YouTube or other music or video services might elect to create databases of your uses of their software, making that data available to other software services. If your Constance profile contained your YouTube history and your Amazon shopping history, a music service like mine might pull that data in order to program your radio station. But might pull my software’s database of your interaction with it, too, in order to try to figure out what music to suggest to you.

Having the software and hardware you use make your usage and performance data available to Constance — and hence to other software services — will promote the optimization of your software experiences everywhere you go. Instead of data distributed across hundreds of sites, apps and devices, Constance becomes a unitary, unified user-profile available to enhance your user-experience anywhere.

Google can deliver some of that experience across its own software services. But Constance can be seen as a central piece in an entirely new way of thinking about the end-user experience of computers — which by now means with everything electronic.

You’ve heard this all your life, uttered as a profundity by some smug asshole whose job it was to stunt your growth: “Computers do what you tell them to do, not what you want them to do.”

Here’s the news: That’s 100% entirely wrong — or it will be very soon.

Our story so far: Lately, I have been tap-dancing around an idea for a new kind of computer-user operating paradigm. I haven’t explicated the central thesis yet, but it should be easy enough to infer from the essays I’ve written so far:

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