by twieberneit | Jan 3, 2022 | Analysis, Blog, CRMKonvos |
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...
by twieberneit | Dec 28, 2021 | Blog, CRMKonvos |
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...
by twieberneit | Dec 21, 2021 | Blog, CRMKonvos |
The word is that it takes two to Tango. It turns out that sometimes it needs three! I will not spoil the excitement by naming who they are, though. Why do we have silos in enterprise software? How to remove them? Do they even need to be removed? Does throwing more software at a software problem help? Aren’t the problems a software problem after all? If more or different software helps, what type of software can or should be used? Or are corporate silos even a Wallstreet problem? Great questions and even better answers by Joshua Greenbaum in this #CRMKonvo. This one got even bigger than I expected. But then, Josh thinks in big lines. And he has wits, a lot of wits. He did not disappoint, really! Apart from a lot of knowledge, that is. Listen in to our CRMKonvo. I can also highly recommend to read Josh’s article “Death to all Silos, with Aphorisms”. It is worthwhile, promised! Death to All Silos, With...
by twieberneit | Dec 14, 2021 | Blog, CRMKonvos |
Customer service is in the middle of a transition. Not only is technology capable of doing far more than it was, say, ten years ago, but also are customers expecting far more. That has a consequence for businesses. Automation and conversational AI are one thing. These technologies already help companies serving their customers more effectively, efficiently, and the customers way. But this is not enough! The same technologies that allow this, allow it for every company. Which means that one needs to elevate the game. How this elevation can happen using unstructured data to improve the customers’ service experiences by e.g. leveraging unstructured data to avoid escalations is something that Martin Schneider of SupportLogic has good and very interesting stories to tell about. He argues that systems must become more intelligent and that purpose built AI is the way ahead, of course fuelled by the demands and learnings of Pandemic times. In a nutshell he says: For years, people wer not harnessing the insights inside the unstructured data inside support interactions. Today we have the power to do so – in a sense, finding the logic and the trends etc. in support interactions that help guide the business, all driven by these support interactions. It is very worthwhile listening to him. And entertaining, too!...
by twieberneit | Nov 8, 2021 | Analysis, Blog, CRMKonvos |
The news On November 2, 2021, SugarCRM held an analyst summit to share what is going on at the company and to get some candid feedback of the participants. As usual for this type of event, there is quite some information that is still under NDA, so I will be able to cover some of it only in broad strokes rather than the detail that the matters deserve. After a business update by CEO Craig Charlton, the event itself revolved around two themes: customer success stories, including customers describing how they are using SugarCRM to improve their own business by better serving their customers in an interview style formatSugarCRM business development, technology, and its future trajectory. Naturally, this part is largely under NDA. There were breakout sessions covering Sugar Sell, Sugar Service, and Sugar Market As usual, and with the notable exception of the customer interviews, the event was slide-driven with giving the opportunity to ask questions at the end of the respective agenda items plus offering a brief Q&A with the executives. Last, but not least, part of the event is a 1:1 session with a SugarCRM executive a few days after the summit. After a short opening by Sarita Kincaid, Craig Charlton offered a business update, showing how SugarCRM developed in the past twelve months. The company is focusing keenly on the mid-market. Craig painted a bright picture that shows a very high customer retention combined with a good growth rate. Noteworthy are a steep increase of the recurring ARR. He quoted a nearly doubled number of new logos, combined with a more than doubled new/upsell ARR...
by twieberneit | Aug 3, 2021 | Blog, CRMKonvos |
What does it take to make a company sustainably successful? Why is it so important to combine the global and the local view? And what is Zohonomics about? The CRMKonvos team had the chance to discuss with Vijay Sundaram, Chief Strategy Officer at Zoho about these topics – and some more. As one of very few global companies, Zoho has made it its strategy to not build locations in tier one centres, but to go to smaller towns. According to Vijay, this is highly beneficial. The company is also doing some other things different. As one example, Zoho does not look at resources as something that is constrained, but as something that can and needs to be created! Another interesting view is the one on core competencies? What are they? And why? Will they stay static? What to do if one does not have a competency? Why does all this matter? Vijay explains this in the CRMKonvo. tl&dr? The CRMKonvo is totally worthwhile following. In case you want a shorter version of some key aspects: Vijay Sudaram explains Zohonomics and how the avoidance of fads in favour of sustainable principles is beneficial....
