The history and trajectory of CRM – an expert view

by Thomas Wieberneit | 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...

How to create great virtual events

by Thomas Wieberneit | Jan 19, 2021 | Blog, CRMKonvos |

This time, the CRMKonvos gang had a long and good chat with Jon Reed, co-founder of diginomica, one of the premier media outlets that serve the information needs of enterprise leaders in a digital era. Together, we have attended a good number of virtual events, which led to different experiences. Jon has written about virtual and hybrid events, we have our opinions. So what is better than having a frank discussion on what to do, what not, how to measure, what to measure. Of course, this easily touches the hot topic of personalization, and then AI driven personalization and AI in general. A long and very good conversation with one of the most influential thought leaders. Enjoy, as it is highly...

The Dirty Dozen of 2021 Trends

by Thomas Wieberneit | Jan 18, 2021 | Blog |

It’s that time of year again. And although I’m not really into trend articles, I think it’s time this year to start thinking about what’s going on in the worlds of customer experience and customer relationship management – and how it’s affecting businesses and customers. Especially since I was also asked … So here’s my list of developments that I think will be relevant in the next few years, in quite random order, and admittedly not entirely without overlap. Digitization – not Digital Transformation If there is one theme that has and continues to permeate through the Covid pandemic, it is that of digitalization. The pandemic has painfully brought to light the failure to make necessary investments in consistent processes and technologies in the past. As a result, many companies continue to have processes that are characterized by media disruptions. The need to improve here is also the overarching theme for some of the other developments and trends currently evident. Companies and their employees, as well as customers, have had to learn to deal with a highly distributed work infrastructure. Companies have responded by building communications infrastructures (zoom fatigue anyone?) and building out or rebuilding their sales and service infrastructures for increased remote capability. This is being done in 3 phases: First, as part of a stop-gap solution, an infrastructure was quickly pulled up that allowed operations to continue somehow. In the second phase, order was brought into the chaos thus produced. Now, in the third phase, more attention is being paid to integration and efficiency. As a result, we will see more end-to-end digitized processes that address the...

This is the way of SugarCRM – a CRMKonvo

by Thomas Wieberneit | Dec 13, 2020 | Blog, CRMKonvos |

In this conversation we had the pleasure of talking to Clint Oram, chief strategy officer and one of the founders of SugarCRM. We discussed 2021 trends to find out which ones Cllint does see and, of course, which path SugarCRM is following on its trajectory to becoming a platform player and participating in the #ClashOfTitans. This couldn’t be covered without discussing the reasons for SugarCRM leaving the initially highly successful path of using Open Source Software (hint: there have been very good reasons) and what it entails to become – and stay – successful. Clint related a very valuable personal story here to make his point: It is not only about having the right idea. There is so much more to it – but watch it in the CRMKonvo.  It being the season, we also asked him about which trends he sees and what customers are asking for. Good answers here. The worst word of the year? “New normal”. Well, I cannot but agree here … although … something has changed, hasn’t it? Enjoy this awesome CRMKonvo....

CX, communications platforms and what’s great next year

by Thomas Wieberneit | Dec 5, 2020 | Blog, CRMKonvos |

This time, we welcomed Michael Fauscette in our virtual, distributed studio. With him we discussed what will become 2021 trends, looked at his views on the best and worst buzzwords on the market, the role of CDPs and rather communications platforms and what an actually usable AI could be. Michael is a renowned analyst and author, with more than 20 years of experience in and around the CRM industry. He is the Chief Research Officer at G2, an analyst firm that bases that serves companies small to enterprise and that is unique in a sense that its analyses are based on customer feedback. Given that, our discussion of course touched his upcoming book (which sounds like it will be very readable) and the role of analysts — whether they are serving their purpose well and what could be improved. Us being all about CX, the meaning of CX cannot be forgotten. Did you always want to know what a business communications platform is and never dared to ask? Well, Michael has a good answer for you. And then there is photography. As usual – it is a conversation and might lead different directions. Did it? You find out!...