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Bulletins

Salesforce taps Clara Shih to lead Service Cloud

Salesforce logo

New CEO of Service Cloud incoming.

Photo: Stephen Lam/Getty Images

Salesforce appointed Clara Shih as CEO of Service Cloud, a hire that comes as competition intensifies among vendors to provide the tech to help enterprises digitize all interactions with their customers.


Shih left Salesforce in 2009 to start customer engagement platform Hearsay Systems. She also sits on the board of directors at Starbucks.

People

Making the economy work for Black entrepreneurs

Funding for Black-owned startups needs to grow. That's just the start.

"There is no quick fix to close the racial wealth and opportunity gaps, but there are many ways companies can help," said Mastercard's Michael Froman.

Photo: DigitalVision/Getty Images

Michael Froman is the vice chairman and president of Strategic Growth for Mastercard.

When Tanya Van Court's daughter shared her 9th birthday wish list — a bike and an investment account — Tanya had a moment of inspiration. She wondered whether helping more kids get excited about saving for goals and learning simple financial principles could help them build a pathway to financial security. With a goal of reaching every kid in America, she founded Goalsetter, a savings and financial literacy app for kids. Last month, Tanya brought in backers including NBA stars Kevin Durant and Chris Paul, raising $3.9 million in seed funding.

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Michael Froman
Michael Froman serves as vice chairman and president, Strategic Growth for Mastercard. He and his team drive inclusive growth efforts and partner across public and private sectors to address major societal and economic issues. From 2013 to 2017, Mike served as the U.S. trade representative, President Barack Obama’s principal adviser and negotiator on international trade and investment issues. He is a distinguished fellow of the Council on Foreign Relations and a member of the board of directors of The Walt Disney Company.
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Building better relationships in the age of all-remote work

How Stripe, Xero and ModSquad work with external partners and customers in Slack channels to build stronger, lasting relationships.

Image: Original by Damian Zaleski

Every business leader knows you can learn the most about your customers and partners by meeting them face-to-face. But in the wake of Covid-19, the kinds of conversations that were taking place over coffee, meals and in company halls are now relegated to video conferences—which can be less effective for nurturing relationships—and email.

Email inboxes, with hard-to-search threads and siloed messages, not only slow down communication but are also an easy target for scammers. Earlier this year, Google reported more than 18 million daily malware and phishing emails related to Covid-19 scams in just one week and more than 240 million daily spam messages.

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Protocol | Enterprise

A Black Salesforce manager alleged a ‘culture of rampant microaggressions’

The company continues to face criticism over what employees claim is a failure to match external hype about equality with internal progress.

Salesforce is ramping up efforts to sell its software to the U.S. government.
Photo: Stephen Lam/Getty Images

The internal backlash against Salesforce's touted diversity and inclusion efforts continues.

Vivianne Castillo, a manager in Salesforce's design research and innovation unit, announced her departure earlier this month in an internal note that criticized the software giant's culture as one that is discriminatory against Black employees, according to a screenshot of the company chat that was viewed by Protocol. Her last day is Friday, per a Twitter post.

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Joe Williams

Joe Williams is a senior reporter at Protocol covering enterprise software, including industry giants like Salesforce, Microsoft, IBM and Oracle. He previously covered emerging technology for Business Insider. Joe can be reached at JWilliams@Protocol.com. To share information confidentially, he can also be contacted on a non-work device via Signal (+1-309-265-6120) or JPW53189@protonmail.com.

Transforming 2021

Blockchain, QR codes and your phone: the race to build vaccine passports

Digital verification systems could give people the freedom to work and travel. Here's how they could actually happen.

One day, you might not need to carry that physical passport around, either.

Photo: CommonPass

There will come a time, hopefully in the near future, when you'll feel comfortable getting on a plane again. You might even stop at the lounge at the airport, head to the regional office when you land and maybe even see a concert that evening. This seemingly distant reality will depend upon vaccine rollouts continuing on schedule, an open-sourced digital verification system and, amazingly, the blockchain.

Several countries around the world have begun to prepare for what comes after vaccinations. Swaths of the population will be vaccinated before others, but that hasn't stopped industries decimated by the pandemic from pioneering ways to get some people back to work and play. One of the most promising efforts is the idea of a "vaccine passport," which would allow individuals to show proof that they've been vaccinated against COVID-19 in a way that could be verified by businesses to allow them to travel, work or relax in public without a great fear of spreading the virus.

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Mike Murphy

Mike Murphy ( @mcwm) is the director of special projects at Protocol, focusing on the industries being rapidly upended by technology and the companies disrupting incumbents. Previously, Mike was the technology editor at Quartz, where he frequently wrote on robotics, artificial intelligence, and consumer electronics.

Protocol | Enterprise

Rimini Street is trying to stifle SAP and Oracle's cloud business

The animosity dates back over a decade, but the feud is reaching new heights.

Search for Rimini Street in Google, and one of the top results that pops up, just below the company's own site, is this one from Oracle.

Image: Protocol

For over a decade, a bitter feud has been raging in the enterprise software industry, pitting SAP and Oracle against Rimini Street, a relative unknown in comparison that's trying to undermine one of their most lucrative revenue streams. Now, that battle is nearing a pinnacle as the legacy providers try to persuade their customers to make the pivot to the cloud.

Founded in 2005 by former PeopleSoft executives, Rimini Street made a name for itself offering cheaper support for Oracle and SAP products than the vendors themselves provide. The business model hits at an under-the-radar, but critical aspect of deploying big-ticket products from any software titan: the need to continually keep the systems up to date. And the importance of that maintenance revenue stream — one of the largest for both SAP and Oracle — is evident in the intensity of the drama with Rimini Street.

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Joe Williams

Joe Williams is a senior reporter at Protocol covering enterprise software, including industry giants like Salesforce, Microsoft, IBM and Oracle. He previously covered emerging technology for Business Insider. Joe can be reached at JWilliams@Protocol.com. To share information confidentially, he can also be contacted on a non-work device via Signal (+1-309-265-6120) or JPW53189@protonmail.com.

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