by twieberneit | Mar 30, 2021 | Blog, CRMKonvos |
The CRMKonvos gang had the immense pleasure to chat with Ginger Conlon, CRM Playaz alumna and freshly minted Thought Leadership Director at Genesys. Throughout her career, Ginger has seen and and gained more than a little marketing experience, looking more at the strategic angle than tactical execution. How to build brands and messaging around brands etc. Some fascinating questions around these topics are: Who does own customer experience (besides everyone)? Or how to create win-win situations? Listen to Ginger who opens up her in-depth experience for us. This was good for a lively and insightful conversation, hopefully not only for us but also for our audience. And it is not only talk, Ginger also has the...
by twieberneit | Mar 22, 2021 | Blog, CRMKonvos |
Now this title is not a case of do a rhyme or get bitten but actually summarizes the topic pretty well. The CRMKonvos team had a long and good discussion with John Paterson, CEO of Really Simple Systems about the needs and wants of a CRM for SMBs. Are the requirements that an SMB has really different from the ones that an enterprise has? At the end of the day the original challenges seem to be fairly similar. Especially on the sales side, people avoid the system, just like Denis Pombriant found in a study that we talked about earlier this year in our CRMKonvo about why salesreps hate their CRM. Here a short version that just answers this very question. The parallels in thinking and observations between Denis and John are striking! But then, there are a few differences. Listen to John explaining them. But then this isn’t all. Talking about value of the systems we couldn’t not also talk about the value of AI. Is there any? Where? Spoiler alert: There is, but one needs to know what one is doing. What? The discussion reveals it in the last 15 or so minutes. Enjoy the conversation. We learned a lot. You can,...
by twieberneit | Mar 16, 2021 | Blog, CRMKonvos |
Ecosystems is all I say – was his post in Linkedin. And as you can imagine, this sparked quite a discussion. Why? Because “he” is SAP’s venerable Chief CX Evangelist Esteban Kolsky. Not that it needs a reason to invite Esteban to a CRMKonvo (because he is always good for a well founded opinion) but this discussion and the topic itself certainly made it highly interesting to cover some ground and Esteban is always good for a lively discussion. What is an ecosystem – and how does it relate to the word “symbiosis” – if at all? How does one get an ecosystem viable? What is fairness in that context? Is trust a factor? Fairness? Or is that all too fuzzy? And – spoiler alert – as you can imagine by the title: They do not revolve around the customer. I will not tell you what it is though and leave that to Esteban himself. Best of all: Some highly interesting insight in the comments as well. Enjoy the CRMKonvo. We certainly...
by twieberneit | Mar 9, 2021 | Blog, CRMKonvos |
As a consequence of an organizational stuff up we had a CRMKonvo that was even better than could be expected in our wildest dreams. Our guests Sheryl Kingstone of 451 Research and Laurie McCabe of the SMB Group have a lot of data and insight to share about data driven experiences and what the digital maturity of companies small and large actually is. Do we talk digital transformation or just digitalization – even only digitization? Will, whatever changes towards digital communication and collaboration stay? Will it change back to what it was? Something in between? Sheryl and Laurie have some very interesting data points and observations on these topics. Two strong and renowned analysts – leading experts in their field – with different company focus and different approaches offer significant insight for us. Great stuff....
by twieberneit | Feb 22, 2021 | Blog, CRMKonvos |
This CRMKonvo was supposed to be with Thomas Verly, a highly experienced Sales- and IT leader. We wanted to learn from his experience how to enable sales operations. What is important, what to measure? Do you really need a CPQ system? Unluckily he could not participate due to the heavy snow storm in Texas that caused major disruption. The good news is that Thomas and his family are safe Now, the CRMKonvos team has more than 70 years of CRM experience. We are coming from very different angles. So, we decided to tackle the topic, making some good points. Enjoy this episode and look forward to another one with Thomas Verly. Coming...
by twieberneit | Feb 16, 2021 | Blog, CRMKonvos |
The CRMKonvos gang hat an intensive conversation in the intersection of CRM, CX, customer experience and privacy, which by default makes for a highly interesting one, because of all the conflicting goals that are involved. Our guest was Michael Hoos. Michael is a highly experienced specialist in the area of security. With his experience in various industries, using numerous CRM solutions, building compliant customer experiences that respect customer privacy, he has navigated many pitfalls for and with his customers. Now he shapes new solutions with...
