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 did!