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CES: Being There

The annual giant Consumer Electronics Show is happening this week in Las Vegas, and once again everything new in the electronics world is on display. I've been to a number of these CES events, and each seems bigger than the last. It is held not only in the very large Las Vegas Convention Center, but also at the Sands convention center and many other casino convention centers up and down the strip, between official and unofficial sites.

In fact, there are countless big tents with corporate logos pitched in parking lots. Maybe it's cheaper than setting up a booth inside -- who knows? Why else would they be outside in the winter? Even in the desert, it gets cold and rains now and then. This year, there's been an effort to curtail the show's growth by cutting down on the vast number of attendees. We'll see what that does.

If you have never been to the show, let me give you a tour. If you've been to any other trade show before and think you understand -- let me just say, no you don't. That was my first mistake.

First I arrive in town, walk off the airplane and am immediately thrust into the rush of people flowing toward the shuttle to baggage claim. The good part of all this chaos is you don't actually have to walk, because you are carried along. It's like floating in a rushing stream.

You come down the escalators and see the luggage racks, but then you look around and realize there is not any room for another human being down there. Yet your escalator thrusts more folks into the steaming mass. You are one of them. After a while you make it to your luggage rack to wait and pick up your bag. And wait. And wait. An hour later when you finally see it, you grab your bag and rush to the taxi stand.

You're free at last... you think... until you see the line for a cab. You realize this is like Disney World on its busiest day. A long line snaking back and forth and back and forth so many times you get dizzy.

Instead of waiting like everyone else, you decide to call for a limo instead, not thinking this may be their busiest time of the year too. What, there are no cars? You should have booked it months in advance? There are hundreds, if not thousands, of additional cars brought in from Los Angeles and other hot spots, but still no car for you? You are stuck in this taxi line waiting for a cab? Get used to it. That's life for the next few days.

By the time you actually get your taxi it feels like tomorrow. OK you are driving away from this crowd into Vegas. Now you are free at last. The cab driver is nice this time. He's happy because he's finally making some money I guess. Vegas has been slow the last couple years. He gives you the lay of the land. You say you can't believe how many people were at the airport. He laughs and says just wait.

Las Vegas has always been a hopping place until a couple years ago, when the president put a kibosh on the town. Suddenly shows canceled. People stopped coming. Money dried up. That threw this shining city in the desert into near financial turmoil. Tourism is its lifeblood after all. Avoid the town?

Vegas is finally starting to come back from that punch in the gut -- slowly -- but when CES is in town, it's like the good ole days. The good news is many of the big hotels have their SOLD OUT signs lit with pride.

I get to the hotel to relax before getting started, but find another long line to check in. After another long wait, I finally get my room. After checking email and freshening up, I grab my stuff and head out to the show.

The taxi stand at the hotel is just as obnoxious and long as at the airport. So I go to the bus, which will take me there more quickly, I hope.

I step off the bus and look around at all the people. There is a sea of people. Attendance at the show is expected to reach 120,000, and this is just the outflow. That's better than the 150,000 who attended in the past, but it's still enormous. There are 2,500 booths and about 1,200 of them are from overseas. This is truly an international show.

I walk in the doors and see the various entrances to the show. I get a map, which will make it easy to find the booths where I have appointments. I look at the map and cry. This is the largest floor I have ever seen, and this is only one of the many different floors where I have to be.

There I stand, in a mass of people, in one of many big convention center rooms, trying to find a needle in this haystack. Then the next needle, and the next.

To make matters worse, my first appointment is in this mass somewhere, but my next appointment is in a hotel up the strip. A short distance typically, but with this crowd there is no possible way to make it all happen. Interview after interview. This is an incredible zoo.

Then an idea pops into my head. Maybe next year, I will have a booth. Yeah -- then they can all break their neck to try and get to me. That's the ticket. But that is next year. For now, I have to battle the crowds like everyone else.

I've learned there are countless limos to take you from event to event if you have the right connections. Fortunately I do, sometimes. That makes navigating the crowd much more doable. Still I'm exhausted by 11a.m.!

When you are reading the stories from all the media covering the show, cut them some slack. They too are numb from the shoulders up trying to survive this massive human thrust, while at the same time trying to write something that everyone else in the world can understand.

We are better off reading the stories for a sense of what is new and what is coming, but not for a real sense of how it will compare, compete and perform in the marketplace. You get too wrapped up in the excitement of the event to be objective. It is too easy to disconnect from the world in your mind while rushing from news conference to briefing to interview.

OK, it's the end of the day. The show is over for the day. Thank goodness. Tomorrow is another day. Time to go back to the hotel for a little dinner and a good night sleep. Its 5 p.m. Vegas time, which means 8 p.m. to me.

Wait -- I forgot -- there are still a handful of party events I am scheduled for tonight at some of Vegas' hot spots. Don't get excited, though, these are not typical Vegas parties. They are full of the same dull or crazy people I've been battling all day, only this time we are battling for a crab leg while touring more booths. These can sometimes be interesting as senior executives are often present.

The booths at the show are huge. Actually they are like small cities. Companies like AT&T, Verizon, Sprint, Qwest and T-Mobile are always there somewhere. Now new companies like CenturyLink and Windstream may be getting involved. Google and Apple are now in the cellphone space, so it makes sense to see them there -- but Apple is never at CES. I wonder what it will announce at its show. Booths at these after-the-show events are smaller and more intimate.

Wireless and cellular always plays a role at the show, but this is not a wireless show. That is just one of many segments of the consumer electronics industry represented at CES. This is the place to see it all in action, even before it's in the marketplace.

Telecom -- wireless and wireline -- does play an important role in the consumer electronics industry, since it's the highway the cars ride on.

Now please excuse me while I grab a few shrimp and crabs legs from the table for nourishment. What... this is Vegas. Got a long night ahead looking at all the upcoming smartphones and tablet computers and 3D TVs with built-in coolers so you don't have to walk to the kitchen anymore. What will they think of next?

Jeff Kagan is an E-Commerce Times columnist and a wireless, telecom and technology analyst, author, speaker and consultant. Email him at jeff@jeffKAGAN.com.

This Year, Getting There Is the Challenge

This Year, Getting There Is the Challenge By Denis Pombriant
CRM Buyer
Part of the ECT News Network
01/05/11 5:00 AM PT

Peak oil or no peak oil, the outlook on rising fuel costs -- $5 a gallon by 2012 -- is worrisome when you consider your business' transportation costs. Travel is becoming more expensive, so this is the year to anticipate changing your front-office business processes and begin to do something about it.


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The cost of business travel is going up and up and up and, oh yeah, Happy New Year.

Forget all the CRM prognostications you've been reading over the holidays, the only one of significance to your business and to CRM is what you'll be paying to get in front of customers. Last week a former Shell Oil president, John Hofmeister, gave an interview on CNN Money in which he forecast US$5 per gallon gasoline by 2012.

With the national average for unleaded regular at $3.07 last week -- a rise of 42 cents over the course of 2010 -- prices are as high as they've been in a couple of years. This would be good news for an ailing economy because increased energy use goes hand in hand with increasing economic activity. But at the same time, runaway fuel prices have the potential to shred your SG&A line and tank the economy once again.

This kind of cyclical boom and bust is in the offing unless we get a handle on the transportation costs that are such a big part of front-office business processes. You don't need to be told this, but gas prices, diesel and jet fuel prices move in parallel, which just about defines the travel part of a company's front-office business processes.

The reasons for the rise are well-known and follow a classical economic supply and demand curve. The difference now is that in previous booms you could simply call West Texas, Oklahoma, California, Alaska, Mexico, Norway, Scotland and, oh yes, the Middle East and ask them to open the spigots a bit more and all would be well. Today you can't do that because supply is at peak and the developing world -- China and India but also places like Brazil -- all want more energy. When supply is stagnant and demand rises, so do prices, so here we are.

If you're not a Peak Oil fan, think in these terms: There hasn't been a new refinery built in the U.S. since the mid-1970s, and refinery capacity is maxed out, creating another supply bottleneck. Also, the cost of drilling in deep water can be as high as $100 million per well (whether not you discover oil). That is not the same as the cost of drilling in the bad lands, and those costs need to be passed on to the consumer.

You can pick your storyline, but it all comes down to the same conclusion. Travel is becoming more expensive, so this is the year to anticipate changing your front-office business processes and begin to do something about it.

What's to do? Well, much of it comes back to the technologies that mediate front-office business processes. The front-office technologies that have been developed over the last decade -- and especially the last five years -- will come front and center as we craft new and better ways to interact with customers.

Chief among these technologies will be analytics. You thought I'd say social media or perhaps online conferences, videos or something else? I will, but they aren't first on the list. Analytics is first because analytics is the killer application for everything else. Analytics gives you the ability to make sense of all the data that social media churns up and informs your decisions about which video content to develop and deploy. It also helps you make rational decisions about which customers to get in front of and when. So if you haven't begun dabbling in analytics, I'd say yesterday was a good time to start, today is pretty good too. Tomorrow is iffy.

Next on the list is everything else. Once you know much more about your customers and, really, demand, you can make intelligent decisions about crafting your messages and putting them into videos and developing online conferences. None of this is hard to do, but it will make your life different. It will take you off the road and put you on the phone and on the Web.

Anneke Seley, coauthor with Brent Holloway of Sales 2.0, tells me that some of the most successful companies using new technology are finding ways for marketing and sales to work more closely, breaking down barriers between inside and field sales and developing Web and phone strategies where direct field sales was once the order of the day. I'll post an interview with Seley shortly.

Thinking differently about front office processes is not hard, but implementing new ideas might be. While we all want to save a buck, investing in new technologies that help do this is a tough call at the tail end of a recession. Part of Seley's advice to me is to start with a pilot project to see if a new approach will work in your company with your staff and products. If success is elusive, think hard about people, process and technology. Five-dollar gasoline and jet fuel spell a turning point, and you simply have to get around that corner.

Denis Pombriant is the managing principal of the Beagle Research Group, a CRM market research firm and consultancy. Pombriant's research concentrates on evolving product ideas and emerging companies in the sales, marketing and call center disciplines. His research is freely distributed through a blog and Web site. He is the author of Hello, Ladies! Dispatches from the Social CRM Frontier and can be reached at denis.pombriant@beagleresearch.com. Print Version E-Mail Article Reprints More by Denis Pombriant

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