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E-Commerce Times
E-Commerce Times: the E-Business and Technology Super Site

Google Calls In Legal Eagles in MPAA Piracy Skirmish
Google has filed a lawsuit against Mississippi Attorney General Jim Hood, the latest salvo in its piracy battle with the Motion Picture Association of America. Hood targeted Google with an "unreasonable, retaliatory and burdensome" subpoena, the complaint says. The referenced subpoena likely is part of a coordinated campaign against Google known as "Project Goliath."

Surviving 4 Inescapably Unfair Aspects of CX Delivery
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is like that: You can do extraordinary work in planning the basics and even get customers to buy from you.

Flat Federal IT Market Means Vendors Must Work Harder, Smarter
The U.S. government will remain a steady and significant customer for information technology providers over the next several years. That's the good news for vendors. For the foreseeable future, though, the days of ever-growing federal spending for IT are over. "the reality of shrinking federal budgets has set in," said Tomas O'Keefe, civilian senior analyst at immixGroup.

Feds Pounce on Sprint for Phone Bill Cramming
The United States government is delivering a one-two punch to Sprint over the practice of cramming -- allowing third parties to place unauthorized charges on customers' bills. The Consumer Finance Protection Bureau on Thursday filed a civil suit against Sprint over the issue. Meanwhile, the Federal Communications Commission reportedly is planning to hit Sprint with a $105 million fine.

Retargeting May Work, but Pretargeting May Work Better
The practice of repeatedly serving up ads for products consumers previously viewed or asked about -- called "retargeting" -- not only works, but works so well that its use is spreading beyond simple marketing. So says a recent survey of marketers conducted by Adroll, which provides this type of ad technology. The company released the results this week.

Tech Industry Rallies Around Microsoft in Data Privacy Battle With US
A coalition of supporting organizations filed 10 amicus briefs with the U.S. Second Circuit Court of Appeals in a case challenging a U.S. government search warrant for Microsoft customer data stored on a server based in Ireland. The coalition includes 28 technology and media companies, 35 computer scientists, and 23 trade associations and advocacy organizations.

BlackBerry Bucks Up Its Loyal Base With Classic Comeback
BlackBerry has unveiled the BlackBerry Classic, a handset with a full QWERTY physical keyboard, physical navigation keys, and a design that can be best described as "retro," in that its appearance is virtually identical to the BlackBerry Bold. The Classic, which is smaller than the company's recently launched Passport smartphone, targets users who still long for the traditional BlackBerry handset.

Sales Kaizen
CRM makes several promises to its users: selling more or selling faster; resolving service issues faster or at least quickly; and generating more leads. If you do root cause analysis, however, you can quickly conclude that at least in some cases, you are looking through the wrong end of the telescope. For instance, the best way to resolve service issues is to avoid them in the first place.

Making Your CES Connections Count
It's that time of year again. CES will rock Las Vegas in early January. Companies are gearing up and hoping to do a good job of cutting through all the loud and distracting background noise to share their messages at the show. It's a tough job, since CES is full of industry analysts, media representatives, investors and customers -- and they all want something different.

Disappointed iPod Plaintiffs: Jurors Didn't Weigh the Right Questions
After a 10-year knock-down drag-out battle, Apple on Tuesday prevailed in a class-action lawsuit over its use of digital rights management technology on iPods purchased between Sept. 1, 2006 and March 31, 2009. Robbins Geller Rudman & Dowd -- one of the "most feared litigation firms" in the U.S. -- brought the suit in the U.S. District Court for the Northern District of California.

Viber Eases Into Casual Gaming
Viber on Monday announced the launch of Viber Games, the latest expansion in its app development. This is the third such expansion for the company in as many months, following the launch of Mobile Video Calls and Viber Public Chats. Viber partnered with social game developers to create gaming experiences featuring Viber characters and exclusive content.

Zendesk Crystallizes Mobile Customer Service
Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online mobile experiences. Zendesk Embeddables includes a mobile software development kit and Web Widget. Using these, a company can offer Zendesk's self-service functionality through a mobile app.

Good, Bad and Ugly 'Pirate Bays' Spring Up in Torrent World
The torrent world is in turmoil following last week's shutdown of The Pirate Bay in a police raid. Other torrent sites have seen traffic spikes, while Pirate Bay clones -- set up both by file-sharing activists and cyberscamsters -- are emerging. Meanwhile, authorities around the world appear to be playing a game of whack-a-mole. There have been indications The Pirate Bay may stage a comeback.


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