Cloud Software and Business Modernization Part Two: Customer Experience
Building and executing on a customer experience (CX) strategy is one of the most pressing areas of business modernization. The Internet has created new interaction models and channels, as well as created an expectation of immediacy. Companies are struggling to keep up with the expectations and new interaction models. The explosion of new and changing […]
Just Remember, We Don’t Really Need Any More SaaS Products. Then You’ll Do Far Better.
I guess in some ways SaaStr is a digest of mistakes we all make in recurring revenue businesses, how to avoid them, or at least, make fewer. There’s one important mistake folks tend to make consistently in the early days. It’s the mistake of thinking anyone, any company, actually needs their product. And because they […]
Marketing’s next act
I think marketing is a favorite to overtake SFA and it wouldn’t surprise me if at some point sales reports to marketing.
The Operationalization of Customer Service
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a … Continue reading The Operationalization of Customer Service →
Is 2015 the Year of the Digital Wallet?
2014 will go down as the year of the major corporate hack. It happened in retail, in banking, in entertainment, in government and probably in many other places that never went public. Personally I have had new debit cards issued three times this past year, all because of a retail hack. Everytime it happens I […]
Transforming Data Into Action – Part Two
In part one of this series we looked at big data and transforming it into smart data, or data that is contextual, relevant and delivered to the right people / person at the right time. One of the other interesting and growing use cases in the business use of data is something called small data. […]
Social Business and Digital Strategy
Social business, collaboration, community and content, is there real business value tucked away in those words? Digital transformation, digital strategy and digital disruption, are businesses really feeling the pressure to do somethings differently and by changing can they be more competitive, grow faster and be more successful? What’s different today that would help businesses unlock […]
Why is Good Customer Service So Difficult?
This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]
Is Collaboration Part of Your Customer Experience Strategy?
The conversation about customer experience as a business strategy continues to get lot’s of attention as companies struggle to figure out how to do business in a changing, consumer driven marketplace. A lot of these conversation have focused on the outward facing issues, changing marketing and sales or executing customer service in a new or […]
Engagement or Experience?
This may sound a bit like a rant, and I suppose it is really, but I’m tired of having this conversation so thought it would be easier to just point to a post. It’s semantics but being clear on what…
