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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.

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…

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...

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…

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...

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…

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…

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…

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…

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…

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...

Salesforce Einstein Search – The Formula for Customer Success?

The News Last week Salesforce announced Einstein Search, an enhancement of the search mechanisms that are already available in its applications. As usual you can…

SugarCRM – A Vendor getting its mojo back?

Anno Domini 2019 SugarCRM seems to be on its way to getting its mojo back. I remember Sugar as a well renowned brand in the…

The Demo, the 7P of Planning, and Customer Experience

Being a consultant being called into or asked to do a product demo is inevitable. A demo is one of the most powerful tools that…

Use the 7S Model for a Successful AI Transformation

Being a CRM consultant working with many organizations it is hard to not see AI as a topic that is thought about. Does it...

CRM is 30 and Salespersons still hate it

We are now almost fourty years after the first CRM tools were introduced, initially as helpers for the sales force, but then with an ever…

Field Service in the Age of AI

How often is it that a call to a service hotline ends up with the need to have a service technician come to your...

Salesforce Customer Service Solution becomes Botty

The News On June 17, 1019, Salesforce announced an enhancement of its customer service abilities by adding further channels for customer service and adding chatbot…

From Personalization to Customer Experience

As it is the case for most of my colleagues I regularly get pitched by businesses about customer experience news that they want to talk…

Nimble Goes Blue

The future of Nimble is blue – Azure blue. The News This is not about the colour of hope (which is blue, at least, if…

To Fix Customer Service, Solve 3 Challenges to Improve the Agent Experience

This is evident in our everyday experience. Whether we are waiting in a telephone queue, or do not get a meaningful answer to an...

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