thomas.wieberneit@aheadcrm.co.nz
The secrets to improving Sales Operations and thereby making your salespeople love their system

The secrets to improving Sales Operations and thereby making your salespeople love their system

Three times is the charm. Our first attempt was disrupted by Texas getting off the (power) grid due to a winter storm, the second one due to Streamyard going offline (courtesy of a Google problem), now we finally made it happen and talked with an enterprise software user about sales operations. Based upon real life experience, how can sales ops be improved, how can it contribute to sales success? Does it need process, tools, or what? Well, the answer to that one is, of course, both. But what comes first and how to make sure that people love to use the resulting system? Our guest Thomas Verly, VP of Sales and Marketing at EagleBurgmann has quite some interesting answers. Also to the question whether Revenue Operations is really a thing. Is it new wine in an old bottle or rather old wine in a new bottle.  Thomas has some truely interesting stories to tell that help us identifying what is really important for a sales organization, even if it is in a quite specific industry.  At EagleBurgmann they identified the secret of what makes their sales reps use the system – and they have a truly astonishing adoption. Hint: It is not force but they managed to make the people want to use the system because it delivers value to them. How? No spoiler here besides: Don’t digitalise chaosSimple is beautifulHarmonisation is a good thingDon’t forget about change management Watch the episode. It is worthwhile. More than...
A CMS contributes to customer experiences, does it?

A CMS contributes to customer experiences, does it?

Everybody is talking of “creating customer experiences” – even I, although I am convinced that any experienced is created by the person on the receiving side of an engagement.  But then, how to formulate this in only a few words? Nevertheless, when it comes to engaging with customers or prospects, we are immediately also talking content, be it images, texts, videos, podcasts, 3D rendered objects, or whatever the future will bring us. We are also talking about more than just marketing processes, but also service- or employee-facing processes. Which brings us into the realms of knowledge management, product information management, web content management, enterprise content management and enterprise search. Or the question about how the same content can be used in different scenarios? How can it be found, so that it can be made available? Does it need a platform? What type of platform? Looking at individualised marketing campaigns that theoretically ask for individually tailored content. How much can this scale? Where is the limit? Spoiler here: Manpower to create the content … Still, how is a technology stack helping marketing, sales and service functions with prepared and personalised relevant information – that then also resonates? What is the role of “headless” in this whole picture? Is headless a thing at all? Shouldn’t be the content headless after all (which then solves the content problem across the metaverse – oops, now I used the buzzword)?  Lot’s of unanswered and very interesting and important questions! This creates the perfect need to talk to someone who knows. So, we discussed with Dina Apostolou of Contentful how a content management system can be of help. And...
CRMKonvos – The all time hot 5 including  some surprises

CRMKonvos – The all time hot 5 including some surprises

The new year just started, so it is the perfect time to look at some data. To keep you curious: There are some interesting data points. I looked at and reviewed the success of our CRMKonvos. We are streaming live on various channels, including my LinkedIn profile, several Facebook channels including mine, the one of Ralf Korb, Korb & Kollegen as well as Tante Emma 4.0 and occasionally Kompetenztraining Ralf Korb. Of course, we are on Twitter using @twieberneit and @loneRangerCRM. Last, but not least we stream to our YouTube channel CRMKonvos. We are live every Tuesday at 10 am PT / 1 pm ET / 7 pm CET. Why do I say that? Because we are serving an international audience and timing matters for live shows. On all of these channels the videos remain available for viewers who could not make it to the live episodes. Shameless plug: Please subscribe to our YouTube Channel! Streaming to Twitch doesn’t seem to be that successful for us. I think, this is due to being live once a week is not often enough to build an audience. And then Twitch is full of gamers, who might be less interested in the latest and greatest of CRM and CX, delivered via good discussions with our expert guests. A hard part is that we haven’t found a solution that gives us detailed statistics, like views over time, duration of the view, engagement, etc. across platforms. Means, getting this data it is all manual work. If there is anyone who has a solution for this: I am all game, let me know via the comments or ping me via my LinkedIn or Twitter profiles. So, I did the data collection and am now able to tell you the 5...
A look beyond the hype –  and some humble wishes

A look beyond the hype – and some humble wishes

It is the end of 2021 and I do not have anything better in mind than writing a last post for the year. So let’s do it. There have been some terms that were used more than others with some of them actually being quite hyped. Some of them for the right reasons, some of them for the wrong ones. My favorites of these terms include in no particular order: MetaverseNFT (non-fungible token)RPA or robotic process automationHyper personalizationHyper automationCustomer Journey OrchestrationLow code / No codeArtificial intelligence / machine learning Hyper personalization I already did a short video that expresses my thoughts on hyperpersonalization. You cannot really avoid the term when browsing the web with anything related to CX in mind. Back in the day, what is now called hyper personalization was called one-to-one marketing. This was in the eighties. The problem was that we didn’t have the technology nor the computing power to technically implement a contextually relevant 1:1 approach at scale and in real time. That’s why we worked with segments.  Now we have the technology and computing power to address individuals contextually relevant in real time, nearly regardless of the size of the audience. Technologically, this is quite amazing, and if used consciously is of great benefit for customers and prospects.  But there is nothing “hyper” about it. It is still personalization, maybe individualization.  My wish for 2022: Let’s do away with the hyperbole before we start to desperately look for the next hyperlative – or should I call it ultralative? Robotic process automation No doubt, RPA is an important technology. It provides a fast and easy – maybe too fast...
How to make an impact on CX – with your supply chain

How to make an impact on CX – with your supply chain

Amazon is surely an example for a company that has the reputation for good CX. Where does it come from? After all, the site is ugly. Too much advertisement, too. But then Amazon has outstanding supply chain and logistics. Customers like having alternatives even when they buy habitually. Amazon was good at delivering in 2-days and forgiven for not doing so during the pandemic. So they established their reputation before disruption upset it. Amazon also focuses on consumer experience. Many other firms don’t manage their supply chains that far forward. We are discussing with Steve LeMay, Associate Professor of Marketing and Logistics at the University of West Florida, and Professor Emeritus of Marketing and Logistics at Mississippi State University. Steve has a long history in researching supply chain, supply chain ethics and circular closed-loop supply chains. And he is the person who knows Paul Greenberg longest – apart from Paul’s brother … This makes him the perfect guest to talk about the impact that supply chains have on CX, and how to make sure that they contribute to a good CX. Have there be learnings from the Covid crisis? Or from the 2021 blockage of the Suez Canal? Which ones? Are they being implemented? Are lean supply chains too lean? How to make them lean and resilient? What is the state of research? Steve shares a wealth of experience and examples in this episode, which make it well worth reviewing it. Enjoy the last CRMKonvo of the year 2021. CU again on the other side of New Year’s...