by twieberneit | May 18, 2021 | Blog, CRMKonvos, Sponsored |
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)....
by twieberneit | May 12, 2021 | Blog, CRMKonvos |
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....
by twieberneit | May 5, 2021 | Blog, CRMKonvos |
The Covid crisis had a profound impact on customer service centers, on sales and marketing processes. Personnel needed to be sent to home offices with infrastructure for this not being really in place. Coordination became more difficult, especially in environments that did not base on trust already before. Morale was affected, too. What did companies do to address the challenges that came up? With what success? Did leadership behaviour change? We talked to one of the foremost analysts who cover the customer service and customer engagement arena: Kate Leggett of Forrester Research. Lots of ground to cover in a mere hour. But Kate knows her stuff. Be informed and listen to what she has to say. It is worth the...
by twieberneit | Apr 30, 2021 | Blog, CRMKonvos |
Customer Journey Orchestration is one of the hottest topics in the CRM/CEM/CX area right now. And it is a bigger one than you might think. It involves thinking about ecosystems, actors, outcomes, interactions, jobs-to-be-done and much more. To get into the thick of it, we wanted to talk with someone who really knows this topic from the inside out, and is independent at the same time. This person is Dr. Graham Hill, who has advised numerous companies across the globe for over 30 years now. As said, Graham knows his stuff and is a recognized thought leader in customer experience, interaction optimization and journey orchestration. So, let us hear what he has to say! Spoiler alert: You will not regret it! Join us in the discussion with Dr. Graham Hill, who has a keen eye on this topic from a services dominant logic point of view. Attend, participate, engage. You will not regret it....
by twieberneit | Apr 20, 2021 | Blog, CRMKonvos |
CRM, in various incarnations, has been around since the 90s. If one counts in contact managers like Goldmine, then we are actually talking about the 80s. Some consider it a strategy, but whether it is or not, is a discussion that has been closed long ago. Still, there is a lot going on. And I mean a LOT. So, it is time to talk to someone who accompanies the industry since it was immature, someone who also contributed to shaping the industry and some of the solutions around. So, we reached out to Volker Hildebrandt. Volker is a fountain of information about where it comes from and where it is heading to. So, if you are interested in the current state of affairs and in the trajectory that the industry is likely to take, then listen in. You will not regret...
by twieberneit | Apr 6, 2021 | Blog, CRMKonvos |
Starting with the concept of blades we went across a number of different topics related to customer experience with our guest Denis Seynhaeve. Denis is the CEO of 3CLogic, a company that is dedicated to ‘pluggable’ contact centers in the cloud, helping organizations to provide good customer experience via voice technology. So, naturally a number of questions arises. What is blade technology (hint, it doesn’t have anything to do with the blade runner but is closer to the blades used in data centers …)? How does this technology contribute to a customer experience? Why choosing AWS and not another hyperscaler – or run out of own data centers? And, first, and foremost: Why the concentration without exclusivity on ServiceNow? Here, Denis clearly has a strategy that differs from the one pursued by Richard Rosen of Fastcall, who has an exclusive focus on Salesforce. And, last but not least the fundamental question: How to choose the right ecosystem to play in, if one is not an 800-pound gorilla? Answers to these questions and more in our...
