Zoho – ready for enterprise prime time? What do customers say?

by Thomas Wieberneit | Jun 28, 2024 | Blog, Case Study, Sponsored

Zoho is well-known as a technology vendor for the SMB market. The company has products that support the whole range from single proprietors to larger companies. This range in itself is remarkable. For some time now, the company is diligently working on moving upmarket...

How Zendesk builds the future of AI-powered service

by Thomas Wieberneit | May 2, 2024 | Analysis, Blog

The News On April 15 to April 18, 2024, Zendesk held its annual Relate event, including a half day analyst track on April 15. The event was attended by around 1,600 customers, partners and analysts. It was about Zendesk’s strategy, which revolves around – no...

The power of a great customer – vendor relationship

by Thomas Wieberneit | Mar 8, 2024 | Blog, Case Study, Sponsored

As part of my series of customer interviews, I recently had the chance of speaking with Keith Cooper, vice president of customer experience at Bergen Logistics. Bergen Logistics is a global third party logistics provider, based in North Bergen, New Jersey. It...

What the heck is customer experience?

by Thomas Wieberneit | Mar 4, 2024 | Blog, Sponsored

What the heck is customer experience, and who is responsible for it? These are two very good questions, for which I, myself, have some very distinct answers. Let’s start with them, before I dive deeper into that topic with Praval Singh, VP Marketing for Customer...

You are only as good as your customer remembers

by Thomas Wieberneit | Feb 24, 2024 | Blog, Case Study, CRMKonvos, Sponsored

As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their success. In a next instance of these customer interviews, I had the opportunity to talk with Melissa Gordon, Executive...