Thomas Wieberneit

You Need Engagement, Not Necessarily a Customer Data Platform (CDP)

In my recent article about why you do not want a 360-degree view on your customer I laid out what you really want. This is apart from a 360-degree view on the customer being physically impossible – imagine being able to look at all...

Outlaw Spirit – Lessons from The Zoho Analyst Day 2021

The 2021 Zoho analyst day certainly was different. Different not only because it was not an offline but an online event but in the way it was prepared and conducted. Apparently, the team around Sandra Lo has taken up quite some lessons that other ev...

We all want to be recognized

Abraham Lincoln reportedly said “Don’t worry when you are not recognized, but strive to be worthy of recognition.” I am wondering how this applies to the companies we interact with. I would worry if I was not recognizing my customers, and I work to be…

Why you don’t want a 360-degree on the customer

Everyone tells you that you need a 360-degree view on your customer, right? You in all likelihood do not have it, you do not need it, and here’s the kicker: You do not want it.

How to choose the right solution – a Salesforce example

In my recent article on how to improve collaboration with Fastcall CTI I summarized a number of requirements that need to be fulfilled by a solution. A good vendor needs to fulfil at least this set of requirements. ·  First and foremost: The so...

The Dirty Dozen of 2021 Trends

It’s that time of year again. And although I’m not really into trend articles, I think it’s time this year to start thinking about what’s going on in the worlds of customer experience and customer relationship management – and how it’s affecting busine...

Digitization, Digitalization, Digital Transformation – A Stake in the Ground

Since about February or March of Anno Domini 2020 we regularly hear about how the Covid crisis is driving “digital transformation”. You now might ask yourself why I put this term into quotes. Bear with me for a minute, it’ll be explained … For sure,...

How to improve collaboration with Fastcall CTI

Since February or March of Anno Domini 2020, the Corona pandemic is making the headlines and is driving digital transformation, or at least the digitalization of businesses. For sure, this crisis has forced and is continuing to force many a company ...

Salesforce, Slack, Facebook, Kustomer – the big epiphany

In the last few days two really interesting acquisitions caught my eye. The obvious one that hardly could be missed, is Slack being acquired by Salesforce for a whopping $27.7 bn, which, to put it into perspective, is $2.2 bn more than Salesforce forec...

SugarCRM picks up speed, takes on the market

A bit more than one year ago I asked whether SugarCRM is getting its mojo back after the company shed its open source roots in 2014 and got acquired by Accel-KKR in August 2018. End of July 2019 the company published its renewed vision under…

The Value of Focus in A Platform World

Smaller enterprise software vendors today operate in a world where their fortunes may rise and fall on their ability to integrate with one or more cloud computing platforms. In many cases, having a connector or API for multiple platforms is a great mea...

Salesforce in Acquistion Talks with Slack – Good News or not?

Today various media outlets broke the news that Salesforce is in advanced talks with Slack Technologies about a possible acquisition. The news had two effects: Slack stock went up nearly 40 per cent during trading hours while Salesforce stock loses out...

Fastcall drives cooperation of Salesforce users with Intercall and solves Covid challenge

Fastcall, a renowned developer of CTI solutions that are exclusively dedicated to Salesforce, recently announced the release of its Intercall solution. Intercall helps teams to communicate and interact internally from within Salesforce. The app allows ...

Freshworks officially cool now in the club of platform vendors

A few days ago, together with a group of fellow analysts, I was invited to attend the 2020 Freshworks analyst days that covered a lot of ground from corporate vision through strategy and of course, some announcements for the Freshworks Refresh 2020 Global Virtual...

SAP throws the CX Glove

It has been an intense 2 weeks. The CX or CRM or however you want to call it market got a serious makeover. After a long time without a tangible strategy, SAP announced a lot of things, starting with the intended acquisition of Emarsys, followed…

How Chatbots with Conversational AI Help Deliver a Great Service Experience

My last two articles of this column dealt with empowering sales, e-commerce and marketplaces and how to use them to increase business resilience by offering additional channels for customers. It is interesting (well, and a bit pleasing, too) to see that some of my...

SAP to acquire Emarsys in an aggressive move

On October 1st, 2020 SAP announced its intent to acquire Emarsys, a leader in the personalization area and omnichannel customer engagement management specialist. The transaction is expected to be completed in Q2/2020 and still subject to regulatory app...

SAP CX – A Deep Look into the Glass Ball

Earlier this year, a few days after attending SAP Sapphire reimagined, I asked Quo Vadis, SAP. At that time industry legend Bob Stutz led the CX group already for 8 months, with Esteban Kolsky being his chief of strategy. At this event there was hardly...

Why TikTok is a fit for Microsoft, Walmart and Oracle

Will ByteDance be able to sell some of its non-Chinese TikTok business or not? TikTok, the app that is all the rage with millenials who post thirty second movie clips and seem to have tremendous fun with it. And which got valued at more than…

Zoho Workplace – David has swung his sling

The News On September 10, 2020 Zoho announced Zoho Workplace, a new cloud based product bundle that is targeted at making a workforce more effective and efficient by bundling collaboration, productivity, and communication tools into one integrated set....

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