by twieberneit | Jan 2, 2024 | Blog, CRMKonvos |
The other day, I had a look at my blog, checking the articles that resonated with you most in 2023. Today, I’d like to do the same for my YouTube channel, CRMKonvos. Shameless plug – any new subscriber is cordially welcomed – it means a lot to us. “Us” means my colleagues Ralf Korb and Marshall Lager, and I. We run this channel as a joint endeavor. CRMKonvos are all about fun and friendly one hour conversations with one or more live expert guest about a topic in the wider area of – you guessed correctly – CRM. Of course, this includes related topics, e.g., it is virtually impossible to talk CRM or CX without touching AI. They are streamed to LinkedIn, YouTube, Facebook, and X. In addition, we actively encourage our audience to engage with our guest and us. Again, any new subscriber is more than appreciated. If I am not totally off, you can subscribe by just clicking this link. But now, what are the CRMKonvos that resonated most with you? Which ones received the most views? Of course, we do not want to get the beans spilled immediately, so let’s start with the fifth place. Culture is the most enduring form of capital. This is a conversation I had with Zoho’s Chief Strategy Officer Vijay Sundaram about why a great corporate culture makes all the difference, how it contributes to success and why and how Zoho’s culture is different from that of most other companies. The fourth place is taken by an ISP’s journey with Zoho One. This is an interview with Amit Rai, Chief HR Officer of Tata Fiber. Amit has overseen the implementation...
by twieberneit | Dec 31, 2021 | Blog |
It is the end of 2021 and I do not have anything better in mind than writing a last post for the year. So let’s do it. There have been some terms that were used more than others with some of them actually being quite hyped. Some of them for the right reasons, some of them for the wrong ones. My favorites of these terms include in no particular order: MetaverseNFT (non-fungible token)RPA or robotic process automationHyper personalizationHyper automationCustomer Journey OrchestrationLow code / No codeArtificial intelligence / machine learning Hyper personalization I already did a short video that expresses my thoughts on hyperpersonalization. You cannot really avoid the term when browsing the web with anything related to CX in mind. Back in the day, what is now called hyper personalization was called one-to-one marketing. This was in the eighties. The problem was that we didn’t have the technology nor the computing power to technically implement a contextually relevant 1:1 approach at scale and in real time. That’s why we worked with segments. Now we have the technology and computing power to address individuals contextually relevant in real time, nearly regardless of the size of the audience. Technologically, this is quite amazing, and if used consciously is of great benefit for customers and prospects. But there is nothing “hyper” about it. It is still personalization, maybe individualization. My wish for 2022: Let’s do away with the hyperbole before we start to desperately look for the next hyperlative – or should I call it ultralative? Robotic process automation No doubt, RPA is an important technology. It provides a fast and easy – maybe too fast...
by twieberneit | Dec 27, 2021 | Blog |
It is this time of the year and I want to extend a heart-felt Thank You! to all my readers who honour me by investing your time into reading my posts, sharing and commenting on them. Thank You! Below is the list of the top 10 posts read by you in 2021 #10: How to avoid the looming CRM crisis #9: The Dirty Dozen of 2021 Trends (maybe I should revise this one for 2022?) #8: CRMKonvo – Freshworks on Platform, CRM and useful AI #7: Outlaw Spirit – Lessons from The Zoho Analyst Day 2021 #6: How to orchestrate customer journeys in real time at scale #5: Digitization, Digitalization, Digital Transformation – A Stake in the Ground #4: With Oracle Fusion Marketing into the Future of CRM? #3: Together, Zoom and Five9 shape a new market (well, in the light of this merger having failed … they could have shaped a market. Still, a very readable one) #2: Nimble strengthens its ability to be where the user is #1: Ecosystem Play, One Game at a Time Obviously, I do not know yet in detail what I am going to write about in 2022. however, I strive to make it as valuable for you as this year – at least Bonne...
by twieberneit | Sep 9, 2021 | Blog, Sponsored |
Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journeys are often non-linear and move across different channels and devices. In between the online steps there might very well be some offline steps. Customer journeys are usually emerging sequences of interactions or engagements between the customer and the business towards a goal. This goal needs to be the customer’s goal, albeit in the limitations of a business environment. Customer journeys can, in fact, be compared to conversations, which are also not linear. With this thinking, it is only a small step to the thought that customers do manage and orchestrate their journeys individually and for themselves. Consequently, there is no need to design their journeys for them. It can even be counterproductive. A better approach is to provide customers with a channel independent menu of interconnected contact points that helps them to achieve their objective, their way. With the company offering – potentially different – contact points to different customers, both parties’ needs are mostly fulfilled; the business need for efficiency, the customers need to build and follow their own journeys, and both parties’ need for effectiveness. This raises the question about why we should be interested in these interconnected contact points. The answer is quite simple. What is the objective? Companies that are working towards supporting their customers’ needs and desires have an edge over their competitors. They have more success acquiring and retaining customers, even turning them into loyal advocates....
by twieberneit | Jul 30, 2021 | Blog, CRMKonvos |
Following the great discussion about Customer Journey Orchestration that we had with Graham Hill it was obvious that this topic deserves and requires more attention. We had a lot of points and different terms, starting from customer journey management, customer managed journeys, customer journey analytics, customer journey mapping and so on. Provocative statements like “customer journey mapping is utterly useless” popped up and were discussed. Is this tool utterly useless? Well, the discussion shed some light! So, we asked the most active participants of the chat conversation whether they would be up for a panel discussion. Graham Hill, Ray Gerber and Kristy Tupper agreed. So, here we are with a panel discussion about this exciting topic. The three of them have different views that help in furthering our knowledge. The CRMKonvos team is really excited to host this discussion, which is cut in three sections. Interested in the leading questions? Have a look at the next three short videos. Or dive right into the discussion, which is at the end of this post. What is customer journey orchestration? Who benefits most of Customer Journey Orchestration? How do customer journey orchestration and customer journey mapping relate to each other? These good questions and points of view opened up exciting and well received discussions. Enjoy watching...
