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 word is that it takes two to Tango. It turns out that sometimes it needs three! I will not spoil the excitement by naming who they are, though.
Why do we have silos in enterprise software? How to remove them? Do they even need to be removed? Does throwing more software at a software problem help?...
Customer service is in the middle of a transition. Not only is technology capable of doing far more than it was, say, ten years ago, but also are customers expecting far more. That has a consequence for businesses. Automation and conversational AI are one thing. These technologies already help compa...
The year 2021 comes to an end. More than three years have gone by since the last look at the Clash of Titans, an analysis of how the then big 4.5: Microsoft, Oracle, Salesforce, SAP, and Adobe – along with some other players, are shaping the greater CRM and CX arena. A lot has changed since Thomas W...
These days every significant software vendor and some others, too, is positioning itself as a CX- and/or a platform player.
By now, it is well known, what it means to be a platform player, and this is also not the main topic of this post. Just as much: In order to be a significant CX player, one...
