Dont cry for me, Germany
I have been aware of the discussions for a while now, but word is leaking out that Siemens, one of SAP’s largest customers (and even more significantly a peer German company) is canceling maintenance and evaluating third party options. Here…
The Experience Portfolio: Thinking about Customer Experience Strategy
Recently I was talking with Paul Greenberg and he presented me with a particularly elegant concept that he called the “Experience Portfolio.” He was talking about the collection of factors that influence the overall customer reaction to the transaction they’re consumating with a vendor. The Experience Portfolio consists of products, services, experiences and tools. He [...]
