How to overcome the process knowledge challenge with a little AI

by Thomas Wieberneit | Jun 4, 2021 | Blog, CRMKonvos

Many a company has a severe challenge with how their processes actually work. Documentation may or may not be there. Tribal knowledge exists. Lots of repositories, too, including file systems, collaboration tools, chat tools, email, etc. In brief, there is the need...

Ecosystems, how to play for small players

by Thomas Wieberneit | Jun 1, 2021 | Blog, Sponsored

Lately, we have talked a lot about ecosystems, in particular business ecosystems. Normally, business ecosystems follow a hub and spoke model rather than a network approach; one major player sets it up, and then adds customers and partners like independent software...

How to avoid the CRM crisis

by Thomas Wieberneit | May 18, 2021 | Blog, CRMKonvos, Sponsored

Customer relationships are on the cusp of a crisis, are they? And if this observation is correct, what can we do to avoid the crisis, or even get out of it in case we happen to have taken the step over the precipice? In this CRMKonvo – sponsored by SugarCRM...

How to make CRM users happy

by Thomas Wieberneit | May 12, 2021 | Blog, CRMKonvos

In this very vivid CRMKonvo we talked with Martin Schneider, head of corporate strategy at SugarCRM about why CRM systems still do not make their users happy. I mean, from its very beginnings, it is almost 40 years into the history of CRM. And. CRM. Systems. still....

What’s hot and important in Customer Service

by Thomas Wieberneit | May 5, 2021 | Blog, CRMKonvos

The Covid crisis had a profound impact on customer service centers, on sales and marketing processes. Personnel needed to be sent to home offices with infrastructure for this not being really in place. Coordination became more difficult, especially in environments...