Digital transformation and moments of truth
I hadn’t been aware of one of the more important CRM stories of the year until I was doing research for a new book. But it’s a great story and it deserves retelling, especially if you are like me and think that focusing on customers’ moments of truth is important. Thanks to Narina Sippy for […]
The Emergence of Mobile Customer Service
Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, A Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings […]
Why The Third Generation Of Enterprise Mobile Is Designed For Digital Transformation
Mobile Is The Main Entry Point For Digital Transformation Mobile initiatives provide an entry point into digital. Mobile first is more than a mantra. Why? By applying design thinking to solving specific and purposeful tasks and processes, organizations can rethink the digital journey with mobile projects. More importantly, mobile enables organizations to break the silos.
Mobile-first vs Mobile-Only: Additional Thoughts on Mobile Enterprise Applications
In a previous post I discussed how the adoption of mobile devices by customers, employees and partners, as well as the desire of these constituencies for a mobile-like experience even in their desktop devices, is leading to the emergence of mobile as the next enterprise software platform and causing enterprises to accelerate their mobile application […]
Future of CRM: Next Gen CRM does not look like CRM
Since leaving Salesforce after five and a half years, I am often asked by entrepreneurs and venture investors what the next generation of CRM looks like. Or the billion-dollar question: Who will disrupt Salesforce.com?I have seen well written articles about the future of CRM like this post but I don’t view the world of CRM through this […]
The move to “rich” mobile apps
Many enterprise vendors and customers view mobile UI as just another more convenient portal to their back end processes. A growing number of companies are, however, building “rich” mobile apps to get more face time with their customers and even using their apps to reengineer their processes to delight their customers. Here are some examples […]
