Nimble – To CRM or To Not CRM

by Thomas Wieberneit | Jun 26, 2016 | Blog

After a long while I had the pleasure of chatting with Jon Ferrara again for some time, covering things CRM and, of course, Nimble. As you may know Jon is a long time CRM veteran who released his first product named Goldmine back in 1990. Jon is also a very vocal...

Go Digital or Die – CRM Evolution 2016

by Thomas Wieberneit | May 27, 2016 | Blog

CRM Evolution 2016 – Conference at a Glance CRM Evolution 2016 revolved around two main topics customer experience, customer engagement digital transformation As part of these three main topics many speakers were about how to get there, which includes thinking...

Measure Customer Experience – But Don’t Over-Engineer

by Thomas Wieberneit | May 6, 2016 | Blog

You have determined for your SME business that you want to improve your customers’ experience.But you do not know how to measure it. And you want tangible results fast. And you want to contain the risk.  After all there is nothing more risky than a big venture...

Personalisation, Privacy, and Value – is Marketing out of Control?

by Thomas Wieberneit | Apr 5, 2016 | Blog

Today I came across a short discussion on personalisation, privacy, and their value between two great analysts – Esteban Kolsky and Ben Kepes – who, naturally, take different positions. I mean, where would the value of a discussion be when everybody agrees...

Customer Experience, Customer Engagement and CRM – Think Big, Act Small

by Thomas Wieberneit | Jan 15, 2016 | Blog

This is the second post in my mini series about continuously improving the customer experience and customer engagement in the triangle of Customer Experience Management (CEX), Customer Engagement Management (CEM), and Customer Relationship Management (CRM). Well,...