Digital Transformation. Heck, YES! But why?

by Thomas Wieberneit | Apr 27, 2016 | Blog

Digital Transformation, much like customer journey mapping, customer engagement, customer experience management, is all the rage at the moment. Everybody – and their dog – talks about it. Including me … but then I think the term is widely overused....

Customer Experience and Design

by Thomas Wieberneit | Apr 18, 2016 | Blog

A brief while ago I had a talk with Ian Hodge, a very established Australia based consultant. One of the topics we talked about was what customer experience is and how to measure it. This led to following brief conversation on LinkedIn. Hi Ian, you told me that you...

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...

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...

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...