Thomas Wieberneit

SugarCRM supercharges its AI by acquiring Node.io

The News On Monday, August 24th, 2020 SugarCRM announced the acquisition of node.io. I had the pleasure to get pre-briefed by Craig Charlton, CEO SugarCRM and Rich Green, Chief Product Officer and CTO SugarCRM about this topic. Node was founded in 2014...

How Marketplaces Can Help You Stay Nimble and Resilient in Times of Crisis

I hoped that, by now, we would see different news than just Corona related ones. But it sincerely ain’t gonna happen anytime soon. So, let’s continue with more learnings and consequences that we can put in action to make our businesses more resilient by becoming...

Intercom takes on Zendesk

The News Intercom is a conversational relationship platform that helps businesses build better customer relationships through personalized, messenger based experiences. It’s the only platform that delivers conversational experiences across the customer...

New Relic invents APM – again

The News On July 30, New Relic announced the delivery of its new Observability Platform, New Relic One. The platform has been redeveloped (‘reimagined’) to be more simple and integrated while retaining the power it already offered. New Relic One offers...

SAP takes Qualtrics public – Surprise, Surprise

The News On July 26, 2020, not two years after announcing the acquisition of Qualtrics, SAP announced its intent to take Qualtrics public. The timeline is yet to be communicated. What the press release basically says is that SAP’s cloud growth, includi...

Salesforce Q1 FY21 Numbers – Quite Good, eh?

The news It is reporting season – and I am actually already somewhat late to have a look at Salesforce’s Q1 figures of fiscal year 20/21 and to think about some implications. The earnings presentation makes for an interesting overview, more details are...

Quo Vadis SAP?

For quite some time the SAP CX community asks itself where SAP is going, or more precisely, which direction its Customer Experience portfolio is taking. This is a worrisome question, particularly as the larger CRM market is estimated to be the biggest ...

How to Digitalize Sales

Stores, offices, and showrooms were closed. Fairs and trade shows got canceled. Customers were not able to come. The salesforce needed to stay in their home office and was barely able to stay in touch with customers. The ability to sell diminished and sales figures...

Customer Experience in Times of Crisis

Many analysts, including myself, have repeatedly written about us having entered a new normal, which is enforced by a so-called green swan event – an event that according to BIS is “extremely [financially] disruptive and that could be behind a systemic...

Corona is over! And now? Trust, agility, and relevance are key

Let’s fast forward about 6 months and Imagine that the Corona crisis is over. Well, not really over, but being on a way of economic and especially psychologic recovery. There will be (yet another) new normal, a new equilibrium of life, personal as well...

Customer Experience is the way! But where is its value?

These days, everyone, including myself, is talking about a great experience being the new differentiator. About product, and service being less and less of a factor distinguishing businesses. There is talk of customer experience, user experience, brand...

Five Ways to Be More Agile in Customer Experience

You might already be sick of the topic, but of course this post is influenced by COVID-19. Businesses have been unprepared, and I ask myself: What can be done to prepare? Agility in customer experience management is a thing, a big thing. Both products and...

Zoho – A True Unicorn

End of January Zoho held its 2020 Zoho Days, an analyst summit, which I was happy to attend, along with more than 60 colleagues, as the only analyst from Germany, as it seems. Sadly, it took me quite a while to complete this – Zoho…

Sales Reps (Still) Hate CRM. Here’s What to Do About That

Salespeople really love to feed data into their CRM system after a long day, or even during the weekend. They are truly looking forward to their weekly sales call with numbers that every single one of their colleague massaged themselves. They are obsessed with...

Customer Experience on Cruise Ships – It doesn’t always need AI to deliver

It is this time of the year. Both, my wife Nicole and I put in long hours throughout last year, and yes, the pre-Christmas-time was not exactly a vacation, too … So, we were looking forward to some downtime and a family cruise with the…

Clouds, Data Models, and Experiences – Three Entities, One Topic

After having covered some press releases about new releases and commenting some interesting organizational changes it is time to have a look at another topic – the need for consistency in a suite of cloud products. Consistency not only in the most obvi...

Salesforce News on different Topics – But Hey, are they really different?

The News In the past month, Salesforce made announcements around some interesting topics. First, beginning of October, the company introduced Einstein’s Guide to AI Use Cases, a web tool that is targeted at helping businesses identify viable use cases ...

Is SAP serious about CX? You bet, and here’s why

The News SAP flexes its muscles. Bob Stutz returns to SAP as the new president of the CX group. In this role he becomes the successor of Alex Atzberger who held this role since January 2018, himself succeeding Carsten Thoma. In his new role Bob…

S/4 vs. C/4 – Is SAP finally getting CRM right?

It has been a while since I last mused about things S/4HANA and C/4HANA (or Customer Experience Suite) at SAP. So, it is time to have a look at what happened since. Last year I concluded that “the differentiation between the old world transactional sys...

Customer Service Done Right, With a Little Help From Your Bot

In the past weeks two independently interesting things happened. Early September, as a member of the valantic team, I attended the German SAP User Group (DSAG) annual congress. As you can imagine, this event is about all things SAP users like and also those...

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