Thomas Wieberneit
Thomas Wieberneit
Thomas helps organisations of different industries and sizes to unlock their potential through digital transformation initiatives using a Think Big - Act Small approach. He is a long standing CRM practitioner, covering sales, marketing, service, collaboration, customer engagement and -experience. Coming from the technology side Thomas has the ability to translate business needs into technology solutions that add value. In his successful leadership positions and consulting engagements he has initiated, designed and implemented transformational change and delivered mission critical systems.
With Oracle Fusion Marketing into the Future of CRM?
On September 20, 2021 Oracle announced during an Oracle Live event named “The future of CRM” Oracle Fusion Marketing, which is not the same as Oracle Marketing. According…
Conversational Commerce: Stand Out from the Competition by Improving the Customer Journey
We are seeing an increasing willingness of consumers, but also B2B buyers, to interact with companies using chats or even voice interfaces. This can...
How to orchestrate customer journeys in real time at scale
Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every…
Together, Zoom and Five9 shape a new market
On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7…
Low Code / No Code: How to Get the Value, Avoid the Pitfalls
Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic...
Ecosystems, how to play for small players
Lately, we have talked a lot about ecosystems, in particular business ecosystems. Normally, business ecosystems follow a hub and spoke model rather than a network…
How to Do Customer Journey Orchestration Right
A while ago I wrote a piece in which I asked to not manage the customers’ journeys for them but to instead embrace the...
How to avoid the looming CRM crisis
A short while ago the CRMKonvos team had the opportunity to invite Frank Tjaben of SugarCRM into our living rooms or home offices for a…
Ecosystem Play – One Game at a Time
It is not that uncommon that a software company creates new software based upon customer requirements. Actually, this is the way things should be done;…
How to not manage your customers’ journeys
It is time to talk about customer journeys and customer journey orchestration. Again. The theme of two of my recent articles has been about customer…
Work from anywhere done right
Work from Anywhere needs the right culture and the right tools The pandemic has taught us through the past year that it becomes urgent for…
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...
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…
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…
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…
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…
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…
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…
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…
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…