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Public servants manage a geographically distributed group of people across dozens of public and private organizations daily. Cybersecurity officials work with state and federal counterparts, and homelessness coordinators work with public health departments and nonprofits. State veterans affairs departments sit at the intersection of educational and health benefits along with housing and job assistance. From my conversations with public servants across the country, its clear that most critical government functions cannot happen without collaboration. This makes it paramount to have a deep understanding of who does what across dozens of organizations for government to function effectively. ENTER THE CRM The dominant modern tool for tracking relationships and managing contacts is customer relationship management software, simply referred to as a CRM. While CRMs arose to help sales teams manage their networks, theyre widely used today as contact managers. And yet the focus on closing sales dominates CRM product design. One CRM company aims to help its users attract more prospects, close more deals, and strengthen customer relationships. Another says the goal of its CRM is simple: Improve relationships to grow your business. A third CRM aims to be “the sales assistant your team never had.” But government employees dont sell. They need a network map of people to identify the individuals, organizations, and skill sets to achieve different purposes. These purposes depend on the initiative, like what policy theyre implementing, what guidance theyre finalizing, or what community initiative theyre managing.So public servants have two ill-fitting options for managing relationships. One approach is tracking contacts manually, constantly referring back to their inbox and past emails, or copy-pasting from lists in spreadsheets that quickly go out of date. The other option is to force CRMswhich are designed for salesto serve as coordination tools, a mismatch between purpose and function. GOVERNMENT EMPLOYEES ARENT TRACKING SALES FUNNELS The mismatch causes problems when CRMs are deployed for government initiatives. CRMs are built to support a linear sales processa deal is won, lost, or in progress. So CRMs categorize prospects by their progression through the sales funnel, quantify sales rep performance, and generate insights about pipeline size and time to close deals. But government agencies dont have a sales funnel. Their work hinges on knowing whos who across public, private, and nonprofit organizations because their work is embedded in overlapping networks. Imagine a state employee named Jess. Jess spearheads an initiative to reduce homelessness, leads coordination efforts with the states public health agency, and is the point of contact for homeless shelters. By virtue of this work, Jess also participates in a working group of state, county, and local agencies addressing homelessness. She also serves on the board of an organization that convenes state agencies addressing homelessness in the same region. A typical CRM would try to locate Jess in a nonexistent sales funnel. A CRM built for government would capture Jesss different roles across many groups and operations. And it would let its users leverage this information at the right time for the right action or communication. PUBLIC SERVANTS NEED ONGOING RELATIONSHIP CONTEXT The reality of overlapping networks in government operations leads to the second misalignment: data enrichment over time. In a CRM, data enrichment refers to the attributes that can be identified and recorded about a person or entity. For private companies, data enrichment isnt thatvitalthey want to move prospects through the sales funnel toward a deal. Their customer segments are generally well-defined, so they need to know basic information about prospects, like name, title, and organization. Depth of knowledge is secondary. And while some information may change, that hardly matters once the deal is closed, meaning data enrichment has diminishing returns over time in traditional CRMs. But for government agencies, ongoing data enrichment is a critical CRM capability. Public servants must activate geographically and organizationally distributed groups of people for countless initiatives occurring in parallel. The richer the context, the better. This is the difference between simply knowing that Jess participates in a working group and capturing every role she plays in all her different capacitiesand having that information autonomously updated. The people and organizations public servants need to coordinate with are always changing, too. Government agencies network maps, organized in a CRM, are multi-layered, always in flux, and a mission critical resource. PUBLIC SERVANTS DESERVE PURPOSE-BUILT TECHNOLOGY The only way to effectively manage ever-changing groups of people and organizations and align them with government operations is to have a CRM that prioritizes data enrichment over time. Government, unlike sales, doesnt have a defined end. A new class of government-centric CRMs should treat contacts as members of overlapping networks. They should capture attributes relevant to government work and update continuously, managing contact attributes as they change in real time, so public servants can spend their time collaborating with those contacts to do their job. This should be table stakes for a government CRM. Public servants also work as teams and need easier ways to operationalize their network, like with more reliable mass email sending. We are at an inflection point where governments across the country are being asked to do more with less. Technology should enable, not be an obstacle. CRMs, despite their centrality to government operations, remain an obstacle because they are not built for government work. So what are public servants to do? Their best, which means trying to make a tool work and fighting against it, because it wasnt designed to address their needs and maximize their capabilities. In my conversations with public servants, a recurring theme is the need to track the people and organizations that matter to the mission. Our driving conviction at Civic Roundtable is that government employees deserve better. They deserve software designed, built, and deployed specifically for government operations. The CRM deserves a rethink in service of public servants. Madeleine Smith is cofounder and CEO of Civic Roundtable.
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E-Commerce
The $500 million Los Angeles Dodgers’ thrilling World Series win over the Toronto Blue Jays attracted record international attention for Major League Baseball, affirmed LA’s status as the sport’s best team and drew more attention to baseball’s payroll disparity heading into what is likely to be contentious labor negotiations.Los Angeles’ 5-4, 11-inning win over Toronto in Game 7 on Saturday night capped a postseason with seven winner-take-all games, two more than any previous year.Shohei Ohtani is building a case as the sport’s best player ever with his unprecedented two-way performances, captivating audiences outside the U.S. unlike any previous player.“It just absolutely been the greatest benefit to the game that you can imagine throughout the year,” baseball Commissioner Rob Manfred.Toronto’s success this year sparked interest throughout Canada, which gave the Blue Jays nationwide support.Aaron Judge, Bobby Witt Jr., Paul Skenes and Cal Raleigh already have committed to play for the United States in next year’s World Baseball Classic, which is gaining increased interest with each addition.And MLB is negotiating to send big league players to the 2028 Los Angeles Olympics during an extended All-Star break.“Players are interested in playing, whether it’s for the Team USA or any number of other teams around the world,” union head Tony Clark said. The Dodgers are already talking about a three-peat Minutes after the Dodgers became the first repeat champion since the 1998-2000 New York Yankees, Dodgers star Freddie Freeman said matching that pinstriped power was the next goal.“The Yankees are three-time back-to-back,” he said, “so we get to use that same narrative next year.”Those Yankees are among just four instances of teams winning three or more consecutive championships alongside five by the 1949-53 Yankees, four by the 1936-39 Yankees and three by the 1972-74 Oakland Athletics. Big market spending sparks talk of salary-cap proposal Dodgers manager Dave Roberts attracted attention after the National League Championship Series sweep of Milwaukee when he yelled to Los Angeles fans: “They said the Dodgers are ruining baseball. Let’s get four more wins and really ruin baseball!”Los Angeles entered the World Series having spent $509.5 million in major league payroll and projected luxury tax, plus another $6.5 million for pitcher Roki Sasaki’s minor league signing bonus.Including Sasaki’s bonus, the Dodgers spending for its two World Series title teams totaled at least $890 million. The New York Mets, who failed to reach the playoffs this year after getting knocked out in last year’s NLCS, have spent about $860 million in 2024 and ’25.In a sign of how much payroll disparity has increased, the Athletics spent less than $150 million over the same period.Manfred repeatedly has said owners haven’t settled on their labor proposals, but the players’ association is bracing to resist a push for a salary cap. Demand for a cap from owners is what led to a 7 1/2-month strike in 1994-95 and the first cancellation of the World Series in 90 years.The labor contract expires on Dec. 2, 2026, and bargaining is likely to start this winter or spring. More Japanese players likely headed to MLB Following the success of Shohei Ohtani, Yoshinobu Yamamoto and Roki Sasaki, more Japanese players may sign with MLB teams.Munetaka Murakami, a third baseman and first baseman who turns 26 in February, is expected to be posted by the Yakult Swallows. He hit .273 with 22 homers and 47 RBIs this year, limited to 56 games by an oblique injury. A two-time Central League MVP, in 2022 he hit 56 homers to break Sadaharu Oh’s record for a Japanese-born player while becoming the youngest player to earn Japan’s Triple Crown.Kazuma Okamoto, a 29-year-old third baseman and first baseman. will be posted by the Yomiuri Giants. He has 248 homers in 11 Central League seasons, hitting 30 or more from 2018-23.Tatsuya Imai, a 27-year-old right-hander, could be posted by the Seibu Lions. He struck out 17 against Yokohama on June 17, breaking Daisuke Matsuzaka’s prior team record of 16 from 2004. Here come the robots Game 7 of the World Series was MLB’s last with human umpires making all ball/strike calls.Starting next season, the Automated Ball/Strike System will be installed in all big league ballparks and batters, catchers and pitchers will be able to appeal decisions to a high-tech system of cameras tracking each pitch and judging whether it crossed home plate within the strike zone.Each team has the ability to challenge two calls per game and a team retains its challenge if successful, similar to the regulations for video review, which has been in place for many calls since 2014. Teams that exhaust their challenges get one additional challenge in each extra inning AP MLB: https://apnews.com/hub/mlb Ronald Blum, AP Baseball Writer
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Microsoft said Monday it will be shipping Nvidia‘s most advanced artificial intelligence chips to the United Arab Emirates as part of a deal approved by the U.S. Commerce Department. The Redmond, Washington software giant said licenses approved in September under stringent safeguards enable it to ship more than 60,000 Nvidia chips, including the California chipmaker’s advanced GB300 Grace Blackwell chips, for use in data centers in the Middle Eastern country. The agreement appeared to contradict President Donald Trump’s remarks in a 60 Minutes interview aired Sunday that such chips would not be exported outside the U.S. Asked by CBS News Norah ODonnell if he will allow Nvidia to sell its most advanced chips to China, Trump said he wouldnt. We will let them deal with Nvidia but not in terms of the most advanced, Trump said. The most advanced, we will not let anybody have them other than the United States. The UAEs ability to access chips is tied to its pledge to invest $1.4 trillion in U.S. energy and AI-related projects, an outsized sum given its annual GDP is roughly $540 billion. The UAE ambassador to the U.S., Yousef Al Otaiba, said in a statement earlier this year that the arrangement was setting a new Gold Standard for securing AI models, chips, data and access. Microsoft’s announcement Monday was part of the company’s planned $15.2 billion investment in technology in the UAE, which it says has some of the highest per-capita usage of AI. Microsoft had already accumulated in the UAE more than 21,000 of Nvidia’s graphics processor chips, known as GPUs, through licenses approved under then-President Joe Biden. Were using these GPUs to provide access to advanced AI models from OpenAI, Anthropic, open-source providers, and Microsoft itself, said a company statement.
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