by twieberneit | Dec 18, 2020 | Blog, CRMKonvos |
With our guest Adrian Swinscoe the CRMKonvos team walked the line between Punk and CX, discuss what they have in common. Adrian is the author of Punk CX, a book that he is not ashamed to admit was conceived after having a drink or two. Punk is a reaction to the attempt at perfection and an obsession towards technical skill that are a hallmark of Prog Rock. Prog Rock simply appeared overblown. Punk, in contrast, is not about perfection. Instead it is about doing, getting started, with corners and edges. In this sense, Adrian is a punk of CX, and his book is absolutely readable, with quite some food for thought. It is DiY style, just as punk is. But how does this apply to CX? Find out punk style. Watch this great CRMKonvos episode. Of course, we didn’t just stick to this but also looked into what are similarities and differences between CX in the US and Europe, and so much more, including the future and microphone...
by twieberneit | May 20, 2020 | Blog, Webinar |
Many analysts, including myself, have repeatedly written about us having entered a new normal, which is enforced by a so-called green swan event – an event that according to BIS is “extremely [financially] disruptive and that could be behind a systemic [financial] crisis” (brackets set by Thomas Wieberneit). Supply chains are broken, employees need to work from home, stores were forced to close for prolonged times, and so on. This has the potential to seriously harm the base function of a business, which is helping their customers solve their problems. Looking at the pyramid of customer expectations, businesses are often barely, if at all, able to maintain its lowest level – the level of effectivity – and are far away from making it easy for their customers or even providing them with a joyful experience when interacting and engaging with them. Figure 1: The hierarchy of customer expectations Yet, we are in an era where products and services themselves get increasingly deprecated and the experience becomes the main distinguishing factor for continued success. Still not all organizations are set up to deal with this. Most are not resilient enough to fend off or at least mitigate the disruption caused by a crisis. Some organizations are affected more than others. So are the people who work in these organizations. Salespeople cannot interact with their customers in the ‘usual’ way anymore. They cannot go out and visit them currently. Customer service professionals need to change their ways of collaboration with their colleagues, they cannot just ask their neighbour anymore. Marketing Teams cannot create and host offline events due to distance and...
by twieberneit | Jan 11, 2020 | Blog |
It is this time of the year. Both, my wife Nicole and I put in long hours throughout last year, and yes, the pre-Christmas-time was not exactly a vacation, too … So, we were looking forward to some downtime and a family cruise with the line that prides itself as being “the home of the smile”. But, hey, if you are in the customer experience business – you never really have full downtime. At the end of the day it is also impossible to not reflect your own experience. Hence, we also could not avoid to realise how simple things can turn something amazing into something mediocre – or even plain disappointing. The cruise industry is a highly competitive industry, too, with more and more customers having more and more choice. Cruise Market Watch predicts more than 27.6 million cruise customers in 2020. Ships are getting bigger and more comfortable – and the fleets are growing, too, with 25 more cruise ships being expected to enter service in 2020. At the same time, customer expectations are rising fast. And this does not only apply to the digital world, but also to the physical one. And a cruise is all about the customers’ experience, and nothing else. This is what they are selling with slogans like ‘premium all-inclusive’ (TUI Cruises). “After all, the best holiday feeling is: not being in the need to think of anything, but to be able to. Not needing to pay for it, but being able to try anything. Not needing to relinquish anything but being able to enjoy everything.” (original in German, translation by me)...
by twieberneit | Dec 8, 2018 | Analysis, Blog |
The year 2018 is coming to an end, which means it is high time for some interesting product and roadmap news. Here’s some Nimble news (ok, not THAT fresh anymore, I have been incredibly busy recently). For starters, Nimble released its long awaited Mobile 3.0 for Android, complementing the iOS version that got released earlier this year. Nimble unifies contacts from teams’ mobile, cloud-based, and desktop records into an all-in-one relationship manager. With minimal taps, sales and marketing professionals can prepare for meetings by quickly scanning social insights, sales intelligence, and contact engagement history from their portal device. To keep the momentum going, Office 365 and G Suite users can send personalized responses using template, trackable emails, and monitor opportunities across all deal stages from their portable devices. “People buy from the people they know, like, and trust,” said Nimble CEO Jon Ferrara. “We therefore designed Nimble Mobile to give users the insights they need to build confidence, engage in productive discussions, and follow through promptly anytime, anywhere.” With this milestone, Nimble has now truly achieved a vision of being a simple, smart ‘CRM’ for MS Office and G-Suite users that works for the user. I put the CRM into quotes as this term for me and most other people relates to a stragegy or system that includes marketing, sales and service capabilities and not only Sales Force Automation (SFA). And SFA, particularly contact management, is what is at the core of Nimble. Still, Nimble combines key ingredients of the digital workplace that a mobile, sales person needs, into one single place. It provides the user with vital information about...
by twieberneit | Nov 13, 2018 | Analysis, Blog |
The News On November 11, 2018 SAP announced that it has entered a definitive agreement to acquire Qualtrics, the “global pioneer of the experience management (XM) software category”. Here is the full announcement for you to read: WALLDORF, Germany, PROVO, Utah, SEATTLE, Wash. — SAP SE(NYSE: SAP) and Qualtrics International Inc. (Qualtrics) today announced they have entered into a definitive agreement under which SAP SE intends to acquire Qualtrics, the global pioneer of the experience management (XM) software category that enables organizations to thrive in today’s experience economy. Together, SAP and Qualtrics to accelerate the new XM category by combining experience data and operational data to power the experience economy Creates a highly differentiated offering for businesses to deliver superior customer, employee, product, and brand experiences Ryan Smith to continue to lead Qualtrics; Qualtrics to maintain dual headquarters in Provo, Utah, and Seattle, Wash. Under the terms of the agreement, SAP will acquire all outstanding shares of Qualtrics for US$8 billion in cash. SAP has secured financing in the amount of €7 billion to cover purchase price and acquisition-related costs. The purchase price includes unvested employee incentive compensation and cash on the balance sheet at close. Subject to customary closing conditions and attainment of regulatory clearances, the acquisition is expected to close in the first half of 2019. The Boards of Directors of SAP and Qualtrics have approved the transaction. Qualtrics’ shareholders have also approved the transaction. SAP CEO Bill McDermott said: “We continually seek out transformational opportunities – today’s announcement is exactly that. Together, SAP and Qualtrics represent a new paradigm, similar to market-making shifts in personal operating systems, smart...
