Reading the very interesting post Customer Centricity is MORE than Customer Experience by Joseph Michelli I engaged into a discussion about things centricity. The discussion basically is about answering the question “What the heck is customer centricity?” – this elusive thing. And how does it relate...

The suite is back. I have said and written that a good number of times in the past few years. And that is a good thing (that the suite is back, not that I said it, of course), because one of the major challenges with a best of breed approach is integration. The suite is back, but it is in an incarna...

Back in 2015 the Washington D.C. Office of Unified Communications (OUC) started a re-platforming exercise of their backbone from an on premise system to a cloud based customer service solution. The Washington, D.C. Office of Unified Communications manages non-emergency services for 311 callers acros...

More Food for Thought

In the last article Clash of Titans – Microsoft and SAP weigh in of this little series, I discussed the strategy of two of the big four and how they are positioned in the platform play of the business software titans – and others. This article covers the other two: Oracle and S...

During SAPPhire 2018 SAP announced C/4HANA with quite a fanfare. I covered and analysed this announcement in my post SAPPHIRE 2018 – The Return of the Suite. Sure, C/4HANA marks the return of SAP to the suite, just in another shape than previously known. Instead of combining the pillars of CRM: Mark...