Ecosystems is all I say - was his post in Linkedin. And as you can imagine, this sparked quite a discussion. Why? Because "he" is SAP's venerable Chief CX Evangelist Esteban Kolsky.
Not that it needs a reason to invite Esteban to a CRMKonvo (because he is always good for a well founded opin...
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 sure...
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...
A few days ago @MarkTamis called me with a question: “Where do you think CRM heads to in future?” Uhhm, not that simple a question. It really forced me to think as all those thoughts, observations and discussions of the needed to be brought into a better structure. To lay the foundation I need to st...