Platform play – How everybody wants to rule the world
The CRMKonvos gang had the pleasure to host a show with R “Ray” Wang, one of the most renowned analysts of topics Digitalisation to Digital Transformation around. Ray is the CEO of Silicon Valley based Constellation Research Inc. He co-hosts DisrupTV, a weekly enterprise tech and leadership webcast that averages 50,000 views per episode and blogs at www.raywang.org. His ground-breaking best selling book on digital transformation, Disrupting Digital Business, was published by Harvard Business Review Press in 2015. Ray’s new book about Digital Giants and the future of business titled Everybody Wants to Rule The World will be released July 2021. Ray is well quoted, one of the most regarded analysts around and frequently interviewed in media outlets such as the Wall Street Journal, Fox Business, CNBC, Yahoo Finance, Cheddar, and Bloomberg. And now he participates in a CRMKonvo. With his new book about to be released, what better time is it to talk about what it takes to rule the world. Platform? Ecosystem? Guts? or just plain luck? Well, as you can expect, Ray has some very distinct answers that he presents in his usual very convincing and vivid way. The digital giants rule, unless the playing field gets changed. How does it need to get changed? Well, listen to our CRMKonvo – and later read his...
How to avoid the CRM crisis
Customer relationships are on the cusp of a crisis, are they? And if this observation is correct, what can we do to avoid the crisis, or even get out of it in case we happen to have taken the step over the precipice? In this CRMKonvo – sponsored by SugarCRM – amongst other things, we talk about the results of the 2021 CRM and sales impact report. Core questions are what has a positive, or negative, impact on sales performance or customer loyalty. The report covers insight gained by 1,000 sales pros. We are discussing with Frank Tjaben, who moved on to sales after having gained considerable experience in various different roles in call centers and other types of organizations. Frank now uses his experience on the other side of the force and has a lot of interesting stories to tell about how a CRM helps or does not help, depending on its implementation. This CRMKonvo is in German language (the report is available in German and English language and definitely worthwhile having a look at)....
How to make CRM users happy
In this very vivid CRMKonvo we talked with Martin Schneider, head of corporate strategy at SugarCRM about why CRM systems still do not make their users happy. I mean, from its very beginnings, it is almost 40 years into the history of CRM. And. CRM. Systems. still. do. not. make. their. users. happy. What are the culprits? What are possible remedies? Listen to some CRM dinosaurs who discuss their learnings through the years and how market and demands have changed since the early days. As a bonus: Learn what custom motorcycles have to do with customer experience....Rising to Swift Challenges in App Development
You may have heard about The Lean Startup by Eric Ries, or the idea of an MVP (minimum viable product). These methodologies say only build what subscribers ask—and will pay— for. Business app development isn’t a one-way street; sometimes a customer will come to you with an idea for a product you wouldn’t otherwise have had in your cycle. When that happens, a responsive company with a close relationship to its customers will be able to deliver something new. Such was the case when financial advisory firm White Glove came to Fastcall with a request regarding Einstein Conversation Insights.Salesforce recently introduced Einstein Conversation Insights. ECI transcribes a recorded conversation, identifies keywords and records metrics (such as talk time per recipient) from phone calls, and provides recording shortcuts to quickly review the calls. Rob Lyons, head of technology for White Glove, identified a natural fit for ECI with his company’s existing use of Fastcall. “I saw this feature was available to us as HVS users,” Lyons says. “I wanted to see if this AI could give me insight into our sales calls beyond standard activity logging.”Such requests are part of the job for Fastcall founder Rich Rosen, and they often spring from curiosity. “Subscribers ask us for stuff they do not really plan to implement,” Rosen says. “We do the work, it does not get used, but is available for the next subscriber.” Even so, this is where innovation is born. “It was worth doing as this is a differentiator,” Rosen says. “Not many other CTI apps have the integration. And it gave us a chance to reach out to...