CRMKonvos – SugarCRM and its cool future beyondCXM

CRMKonvos Nr.18 – KI, #beyondCXM perspectives and opportunities with more dynamics are coming up. This time in our focus: The SugarCRM Story and the node.io integration. In this CRMKonvos Ralf Korb and Thomas Wieberneit talked with SugarCRM CEO Craig Charlton and CTO Rich Green about the past, present and future of SugarCRM. Of course, we covered the progress of the integration of node.io, and the reasons for choosing it. But then there are also topics as mundane as why there are still reasons to choose an on premise installation vs. going cloud. What is a platform? Rich Green has a very good definition with a very own Sugar twist to it – and which makes a lot of sense. What is the real reason for appointing James Norwood into the board? Apart from him being an extremely kind, knowledgeable and connected person? What are the top five gaps in Sugar’s footprint? We covered a lot of ground. Enjoy this very enlightening English episode of our...
CRMKonvos #17 – Entering The Dark Side of the Cloud

CRMKonvos #17 – Entering The Dark Side of the Cloud

#CRMKonvos #17 – The dark side of the Cloud – danger, hope, liability, subscription, privacy … are they all gone? Quo vadis on premise and managed services? We are looking at the dark side of the cloud, its effects, chances and possibilities. We are also analysing the acquisition of Emarsys by SAP, do a little breakdown of the Microsoft cloud services that got announced last week (MS Teams anyone?) and general perspectives. Is the coveted 360 degree on the customer an illusion? And there is some harsh reality facing some suboptimal corporate structures. Fair play, as lived by Zoho, is another topic to be covered … Expectations towards SAP and its Customer Data Platform CDP++ are going towards the next level. Is SAP planning to destroy the silos to create more transparency? Is CDP really some BS (hint: not really) or can it be used in a valuable (for the customer) way)? A CX platform or at least a #COTP (Customer oriented Transaction Platform) are possible ways. Lots of ground to be covered. This episode is in...
CRMKonvos – Mitch Lieberman on CX, CDP and Conversational Excellence beyondCXM

CRMKonvos – Mitch Lieberman on CX, CDP and Conversational Excellence beyondCXM

During this episode we talked with Mitch Lieberman who has quite some experience in the CRM industry, on the vendor- and analyst side. He was with Epiphany, Sugar, and with G2, to name but a few.He has the insight and the sharp mind that makes this conversation particularly interesting, without me diminishing the other ones, though.Mitch certainly got our grey matter into high gear during our conversation that started with CX, went into a solid discussion of the value (what is it?) of Customer Data Platforms, CDP, on to conversational systems – and back. Btw, what is a CDP? Let Mitch provide his interesting view.We learned a lot.You can, too.This conversation is in English, apart from a few minutes at the beginning and the...
CRMKonvos – beyondCXM: How to turn customers and employees into raving fans

CRMKonvos – beyondCXM: How to turn customers and employees into raving fans

#BeyondCXM. To turn customers and employees into fans as a possibiility to achieve sustainable business is what Ralf Korb and Thomas Wieberneit as hosts discussed with Dr. Winfried Felser and Marc Schmid, CEO of Novadoo. Sometimes the magic of customer experience if found beyond normal processes and classic expectations and therefore individual, consumable, experiences. This happens especially if one offers a genuine and heartfelt ‘Thank you’ and with that creates an emotional bondo or relationship with the customer, instead of just a transactional one. Leading up to this: What are companies like Microsoft, Oracle, Salesforce, SAP, or Zoho currently doing and how can these developments help with a Corona restart with ten times the current possibilities? Big topics, discussed in this CRMKonvos episode. The episode is in German...
CRMKonvos – The value of Tiktok for Oracle and the route beyond CXM

CRMKonvos – The value of Tiktok for Oracle and the route beyond CXM

In this episode we had the pleasure to talk with fellow long time analyst, influencer and CRM industry observer Marshall Lager about what value TikTok could bring to Oracle – if any – and continued from there to experiences and experience management upto raising the question about what lies beyondCXM. Will it be purely technically driven or even philosophical? Find out in this episode fo the #CRMKonvos.   And do not forget to tune into the next one, which will continue on the theme of going beyond CXM. This episode is in...