Nimble Goes Blue

Nimble Goes Blue

The future of Nimble is blue – Azure blue. The News This is not about the colour of hope (which is blue, at least, if you are a German, like me), but about the long pending final migration of Nimble to Azure. The company announced on May 22 that it has successfully migrated its leading SaaS Social Sales application from Amazon Web Services to Azure. According to the press release this migration was accomplished in less than four weeks without impact on Nimble customers or, as the press release stated “without a hitch”. With this move Nimble can now “tap into Microsoft’s world-class Azure platform and partner ecosystem to scale”. According to the press release the company reports that, Microsoft being “a global Nimble reseller, and promoting it as the simple CRM for Office 365, demand for the easy-to-use CRM for small workgroups is surging”. Then there are two further interesting pieces covered in the press release. For one: with this move Nimble also “accelerates the delivery of its upcoming 5.0 release using the Azure Platfrom as a Servce (…) and by integrating Common Data Services, Power BI, PowerApps, and Flow”. Nimble 5.0 shall deliver a “company wide team relationship manager that unifies contacts from siloed departments in sales, marketing, customer service, and accounting for Office 365 and G Suite users”. The release of Nimble 5.0 is targeted for June 2019. Second, Nimble emphasizes on the power of ecosystems by putting a spotlight on Nimble being the only ISV on Microsoft’s CSP Cloud Solution Provider marketplace that uses CSP to build a global distribution channel. Nimble does this by...
CRM evolution 2019 – A Recap

CRM evolution 2019 – A Recap

CRM evolution 2019 just ended. It has again been a highly interesting two and a half days filled with interesting presentations and discussions. A big thank you go to the organizers and the chairs. It has also been the first time that the venerable Brent Leary chaired it, stepping into the big footprint that Paul Greenberg has left. Unsurprisingly, Brent did very well. Of course, Paul, being Paul, was still there as a speaker with an engaging presentation, concentrating on what he calls the commonwealth of self-interest, on how to be highly successful because of applying an outside-in view. CRM evolution is part of a group event of related conferences that all happen at the same time. This year, in addition to Smart Customer Service and Speechtek, there was a dedicated event focusing on DigitalExperience. This acknowledges how important this topic, that actually touches all the other topics, has become in the past years. It also raises the question again why these four events are marketed as different events. With the possible exception of Speechtek all topics are related enough to be warranted as facets of the same. And they are, in my eyes. I do not know, how the chairs do it, but they continue to attract a number of high caliber speakers, starting off with Jarno Duursma as the main keynoter of day one, followed by a very knowledgeable Barton Goldenberg on day two. While Jarno focused on AI, which is arguably the most exciting topic these days, Barton showcased how to actually get CX profitably done using a community scenario. This breadth explains a good part...
Salesforce adds more Einstein and Quip to the Service Cloud. Is it good for the Experience?

Salesforce adds more Einstein and Quip to the Service Cloud. Is it good for the Experience?

The News Today Salesforce announced the next release of its Service Cloud. It brings together more Einstein AI as part of the Service Cloud and adds Quip to it. This enables more agent empowerment and efficient work. In order to augment the tools with the necessary knowledge and soft skills, Salesforce also just launched Trailblazers for the Future, a program that is targeted towards increasing the soft skills of service managers and service agents. Einstein now is delivering reply suggestions as well as article suggestions to inquiries that the service representative can easily use to reply to questions. At the same time Einstein suggests so called next best actions that are designed to help increase satisfaction and unearth cross- and upsell opportunities. Additionally, Einstein now optimizes case routing leveraging machine-learning processes on the inquiry to find the ideal queue for processing it. Additionally, Salesforce embedded the collaboration tool Quip into the Service Cloud to increase productivity and to increase service agents’ access to knowledge. The press release is here but for your convenience you can read it below. The Press Release Salesforce Empowers Service Agents with Einstein AI and Quip for Service   Service Cloud expands Einstein AI portfolio with new intelligent recommendation and routing capabilities so agents can spend more time where it matters most — building customer relationships and solving complex problems   New Quip for Service boosts agent productivity with incident swarming and cross-team collaboration available directly in the agent console   SAN FRANCISCO—March 19, 2019—Salesforce [NYSE: CRM], the global leader in CRM, today announced new artificial intelligence and productivity solutions that empower customer service agents...
Salesforce, Service, AI and … IoT

Salesforce, Service, AI and … IoT

AI, IoT, and CRM, three acronyms. However, these three belong together and should not be treated or looked at separately. One important reason for this is that companies and organizations can provide significantly better service experiences and, more importantly, results, by combining the capabilities behind these acronyms. Good field service not only gets dispatched smartly but also equipped with the right parts and, ideally, in a proactive manner. This can get delivered by the combination of Field Service, AI, and IoT data. That’s why I found Salesforce’s early December announcement of having added a component “IoT insights” to its Field Service Lightning product quite interesting. As the press release said, this capability enables service agents and representatives to see IoT signals together with other CRM data, so that the triple p of personalized, proactive, even predictive service is possible. After all, Einstein is embedded into Field Service Lightning for quite some time now. Doing so, Salesforce wisely did not implement yet another IoT platform but enabled its system to ingest data from existing IoT platforms, thus sticking to the core competencies of the company. The solution helps in three areas: Enabling of early issue anticipation (rather than detection, which is responsive) and remote diagnosis Providing agents with more relevant information, to speed up issue resolution And automation via rules and workflows. Says Paolo Bergamo, SVP and GM, Salesforce Field Service Lightning: Let me first clarify that we’re not competing with IoT platforms from the likes of AWS IoT or Azure IoT. Our solution extends the value of these platforms – they provide streams of device data that then flow...
Nimble 2018 – The Story continues

Nimble 2018 – The Story continues

The year 2018 is coming to an end, which means it is high time for some interesting product and roadmap news. Here’s some Nimble news (ok, not THAT fresh anymore, I have been incredibly busy recently). For starters, Nimble released its long awaited Mobile 3.0 for Android, complementing the iOS version that got released earlier this year. Nimble unifies contacts from teams’ mobile, cloud-based, and desktop records into an all-in-one relationship manager. With minimal taps, sales and marketing professionals can prepare for meetings by quickly scanning social insights, sales intelligence, and contact engagement history from their portal device. To keep the momentum going, Office 365 and G Suite users can send personalized responses using template, trackable emails, and monitor opportunities across all deal stages from their portable devices. “People buy from the people they know, like, and trust,” said Nimble CEO Jon Ferrara. “We therefore designed Nimble Mobile to give users the insights they need to build confidence, engage in productive discussions, and follow through promptly anytime, anywhere.” With this milestone, Nimble has now truly achieved a vision of being a simple, smart ‘CRM’ for MS Office and G-Suite users that works for the user. I put the CRM into quotes as this term for me and most other people relates to a stragegy or system that includes marketing, sales and service capabilities and not only Sales Force Automation (SFA). And SFA, particularly contact management, is what is at the core of Nimble. Still, Nimble combines key ingredients of the digital workplace that a mobile, sales person needs, into one single place. It provides the user with vital information about...
Data Rules – SAP acquires Qualtrics

Data Rules – SAP acquires Qualtrics

The News On November 11, 2018 SAP announced that it has entered a definitive agreement to acquire Qualtrics, the “global pioneer of the experience management (XM) software category”. Here is the full announcement for you to read: WALLDORF, Germany, PROVO, Utah, SEATTLE, Wash. — SAP SE(NYSE: SAP) and Qualtrics International Inc. (Qualtrics) today announced they have entered into a definitive agreement under which SAP SE intends to acquire Qualtrics, the global pioneer of the experience management (XM) software category that enables organizations to thrive in today’s experience economy. Together, SAP and Qualtrics to accelerate the new XM category by combining experience data and operational data to power the experience economy Creates a highly differentiated offering for businesses to deliver superior customer, employee, product, and brand experiences Ryan Smith to continue to lead Qualtrics; Qualtrics to maintain dual headquarters in Provo, Utah, and Seattle, Wash. Under the terms of the agreement, SAP will acquire all outstanding shares of Qualtrics for US$8 billion in cash. SAP has secured financing in the amount of €7 billion to cover purchase price and acquisition-related costs. The purchase price includes unvested employee incentive compensation and cash on the balance sheet at close. Subject to customary closing conditions and attainment of regulatory clearances, the acquisition is expected to close in the first half of 2019. The Boards of Directors of SAP and Qualtrics have approved the transaction. Qualtrics’ shareholders have also approved the transaction. SAP CEO Bill McDermott said: “We continually seek out transformational opportunities – today’s announcement is exactly that. Together, SAP and Qualtrics represent a new paradigm, similar to market-making shifts in personal operating systems, smart...