Public-, Private-, Hybrid Cloud – Quo Vadis?

by Thomas Wieberneit | Apr 11, 2016 | Blog |

Back in 2012 thought leader Esteban Kolsky went through the efforts of defining a pure, open cloud architecture with its three constituting layers: SaaS, PaaS, and IaaS, and samples of their interactions. A core focus lies on how an open cloud model solves the issues of security, scalability, and integration. Esteban also makes it abundantly clear that it can easily take 10 to 15 years to be widely adopted. First things first: He is right – at least to quite an extent. Personally I am of the opinion that any open cloud model necessarily includes private, and thus hybrid clouds. I say this while I agree that the panacea is the open model. Private and hybrid models are at least challenged in the security aspect and, to a lesser extent, in the integration challenge with the latter usually being mitigated by maintaining a white list of ‘approved’ applications, technologies, vendors, etc. Scalability shouldn’t be an issue for most companies, given that they work with a data center provider that is worth their salt. The bigger problem of security remains, but here one could argue that it is the same as for non-cloud, on-premise implementations. To a minimum, private and hybrid clouds have their value as transition steps. In reality it is more. Just take VW implementing a private cloud based upon OpenStack, delivered by Mirantis – which are, interestingly enough, not covered by Forrester Research in their Q1 2016 Wave on Private Cloud Software Suites. But I deviate … Cloud Adoption The recent RightScale report on the State of the Cloud tells us that nearly every company uses cloud...

Social CRM needs a CRM system, doesn't it?

by tz4rgp | Dec 3, 2012 | Blog |

Some days ago Bob Thompson interviewed Graham Hill about his take on Social CRM. The interview covered a lot of topics, most notably the future of Social CRM about which Graham has a particular view and led Bob to ask the question whether it is necessary to have a CRM system to have Social CRM. On a first glimpse this question sounds simple, but it really isn’t. From a business perspective it only matters that CRM is executed upon, if CRM is a topic. This is totally independent of systems, as are the possible paths into the future of Social CRM that Graham sees, which is a deviation from this post that I likely will look into in a later post. My answer to Bobs question is a clear No – but Yes! Sounds odd, doesn’t it? So let me explain. CRM is a business strategy; so is Social CRM. In an earlier blog titled CRM vs. Social CRM – what is the difference? I discussed differences as I do saw them at that time. My view has slightly evolved since, but this is another side track. Let’s have a look at good definitions of CRM and Social CRM. Wikipedia defines CRM as “a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the...

What is Key to the Success of (Social) CRM?

by tz4rgp | Sep 27, 2012 | Blog |

Inspired by a blog post by Dr. Harish Kotadia I started to rethink about what the real key success factors for a social CRM strategy are. Harish used Walmart as an example, based upon their introduction of the “local” Walmart on Facebook. Walmart, being a retailer with more than 3,500 stores is surely a company for which the concept of (physical) proximity is important. From the outset I contradicted him (how dare I 😉 ). My point was, and is, that companies like Amazon, Dell, even Apple, arguably have a social CRM strategy but are not exactly local (there is not even a single Apple Retail Store in NZ …). They all manage without being physically local. Some brick and mortar retailers are even able and willing to bring their store to their customers by various technical means (e.g. Tesco but also others). So, I argue that proximity is more defined by ease of access, availability, interaction, rather than physical distance. This, in turn, means that physical proximity is not necessarily a key concept. This is especially true as being close, physically or otherwise, but irrelevant doesn’t bring a company anywhere, except into bankruptcy. So, relevance seems to be key. What is relevance? Relevance is the ability and willingness of companies to create value together with their customers. This goes beyond the mere transaction – giving money in exchange for a product or a service. Value for the company is not created by a single transaction, nor does the product itself create value for a customer. Value for the company is created by sustainable business. Sustainable business is not...

Social CRM – A Customer Oriented View on the State of Affairs

by tz4rgp | Sep 27, 2012 | Blog |

I have spent the last week talking about CRM and SCRM to three retail companies. They cover different, although overlapping ranges and are of very different organizational maturity states. They are also on different positions on both, the CRM and SCRM scales. What they have in common are a desire to have a 360 degree on their customers and the opinion that it is important to excel on the service side. They also are looking for or running tier one enterprise systems with Oracle/Siebel and SAP. None of the three companies is looking at their main software vendors when it comes to “social software”. The first company, a retailer in startup mode with a wide range, will actively pursue Social Media, for listening but also using it as a sales channel as part of their omni-channel strategy. They want to get the proverbial 360 degree view on the customer, who is “owned” in the marketing department, with PR, not marketing, owning their upcoming Social Media platform, an e-commerce group building the web shop, mobile applications, and sales apps to be embedded into several platforms – yes, there is something else beyond Facebook, if you leave the US. IT organizes and owns the ERP and CRM systems and implementations. Overall they are striving to implement a superior experience when interacting with their brand, which includes a branded community and listening/engagement abilities in the social web. The second one, an electronics retailer, wants to become the “best brand in the industry” and looks into a systems implementation from next year on, after some higher priorities are dealt with. These priorities include...