thomas.wieberneit@aheadcrm.co.nz
How to choose the right solution – a Salesforce example

How to choose the right solution – a Salesforce example

In my recent article on how to improve collaboration with Fastcall CTI I summarized a number of requirements that need to be fulfilled by a solution. A good vendor needs to fulfil at least this set of requirements. ·  First and foremost: The software needs to do the job of making life for the employees easier ·  It needs to be embedded into the host software, and not run side by side ·  Ideally, the vendor is specialized on the software stack that your employees use and the software uses the same UI as the host software ·  The software needs to share information and data with the host software and write into the same database ·  The vendor needs to offer good support and regular, frequent updates to the software The article was deliberately abstract and not dealing with any platform, as I wanted to make a general point. The way to do this is to keep it independent of any major (or minor) platform. But what does it mean, specifically, to work with these criteria? Let’s get our hands dirty Imagine that you are a Salesforce customer and are looking for a matching CTI app to extend the footprint of your implementation with the goal of better and more efficient availability. Then Salesforce AppExchange is your first point to start the search, as this is just the kind of use case that it has been built for. Still, there are some pitfalls to observe. Not whatever is on top of the list, is best for you. Salesforce AppExchange ranks and lists by popularity. Popularity is calculated by...
How to get CRM for small businesses right

How to get CRM for small businesses right

There is one scary fact in the CRM world. Out of roughly 25 million businesses, only 1 percent has a CRM system. Imagine this! It is a huge waste on one side and a tremendous opportunity on the other side. If vendors find the way into the future of CRM. Nimble seems to have found a way. The CRMKonvos team discussed these and other challenges of CRM systems with Jon Ferrara, founder and CEO of Nimble. We are following his path for quite some time now, how he built Nimble from very small beginnings and always with the thought of enriching an ecosystem with his solution that is formed around simplicity and making life easier not only for the salesreps but for other employees, too. Learn how a philosophy of giving and sharing enables own growth by helping others to grow – from someone who achieved this repeatedly. And yes, Jon also knows why social selling and social CRM are not things anymore – if they have ever been. Jon is a true role model. Learn from him how to scale while being yourself, thinking...
How to create great virtual events

How to create great virtual events

This time, the CRMKonvos gang had a long and good chat with Jon Reed, co-founder of diginomica, one of the premier media outlets that serve the information needs of enterprise leaders in a digital era. Together, we have attended a good number of virtual events, which led to different experiences. Jon has written about virtual and hybrid events, we have our opinions. So what is better than having a frank discussion on what to do, what not, how to measure, what to measure. Of course, this easily touches the hot topic of personalization, and then AI driven personalization and AI in general. A long and very good conversation with one of the most influential thought leaders. Enjoy, as it is highly...
The Dirty Dozen of 2021 Trends

The Dirty Dozen of 2021 Trends

It’s that time of year again. And although I’m not really into trend articles, I think it’s time this year to start thinking about what’s going on in the worlds of customer experience and customer relationship management – and how it’s affecting businesses and customers. Especially since I was also asked … So here’s my list of developments that I think will be relevant in the next few years, in quite random order, and admittedly not entirely without overlap. Digitization – not Digital Transformation If there is one theme that has and continues to permeate through the Covid pandemic, it is that of digitalization. The pandemic has painfully brought to light the failure to make necessary investments in consistent processes and technologies in the past. As a result, many companies continue to have processes that are characterized by media disruptions. The need to improve here is also the overarching theme for some of the other developments and trends currently evident. Companies and their employees, as well as customers, have had to learn to deal with a highly distributed work infrastructure. Companies have responded by building communications infrastructures (zoom fatigue anyone?) and building out or rebuilding their sales and service infrastructures for increased remote capability. This is being done in 3 phases: First, as part of a stop-gap solution, an infrastructure was quickly pulled up that allowed operations to continue somehow. In the second phase, order was brought into the chaos thus produced. Now, in the third phase, more attention is being paid to integration and efficiency. As a result, we will see more end-to-end digitized processes that address the...
Great CX from an Oracle point of view

Great CX from an Oracle point of view

The CRMKonvos team started into the new year talking with Daniel Renggli, Director Field Marketing North at Oracle. As we all know, Oracle has a vast range of solutions across the whole value chain and is one of the few that can (almost) support a whole enterprise with its solution. Oracle was also known as a cloud laggard – a notion that got vastly changed in the last few years. And Oracle governs the complete hardware and software stack to support businesses, which again is rare in the enterprise applications world. The company’s IaaS infrastructure even can extend into the customer data center, which is a very interesting offering. Last, but not least, Oracle has a strong set of CRM- and CX applications, on premise and in the cloud, with the cloud software being established in the market in the past years. Oracle is one of the contenders in the #ClashOfTitans. All the more reason to talk with an Oracle representative about what is great CX and how to get there. Being confronted with the complete CRMKonvos gang, Daniel took his stand. And he did well. We learned a lot. You can, too. Here is the recording of the conversation. It is worthwhile the time. Trust...
Why Salesreps hate their CRM – and how to improve this

Why Salesreps hate their CRM – and how to improve this

Many CRM systems are still well in the past. They do not do what their users, especially sales people want them to do. They do not see them as helpful. Why not? What can be done to improve the situation? The CRMKonvos team discusses with Denis Pombriant of Beagle Research. Why do salespersons rather clean the bathroom than use their CRM? Do you know why a CRM system cannot be “sexy”? You will not be surprised to learn that technology is only one aspect in this picture. It’s not just the bathroom. A study that was conducted by Beagle Research found a long list of things salespeople would rather do than work with their CRM systems. For instance, waiting in line at the motor vehicles office, having a fight with your significant other, going to the dentist — you get the idea–are all ahead of CRM. The question is why? And Denis simple answer is that all the other things are finite and have an endpoint but CRM seems to be forever or at least more long term. That says a lot. Still, people are reluctant to discuss this and it’s no one’s fault, certainly it’s not the fault of the software, the software vendor or incompetence about the purchase process. What this nets out to is that the majority of CRM in use today was designed for another time, for different business processes that have been superseded by the Covid era but that started even before Covid. Digressing slightly, the same phenomenon could be seen about ten or more years ago. Back then businesses were trying to get...