The SAP CRM Story: 18 Years In The Making – Is It Finally Right?

Earlier today, at SAPPHIRE (their annual show for and with customers), SAP released C4/HANA, their final attempt at getting the CRM story right. In short, if they would've used this storyline back in the mid-2000s, SAP would've likely become a key player and potentially even the leader after the acquisition of Siebel + PeopleSoft.  Today? Too …

These Are The Last 12 Questions You Had On Customer Experience – Promise!

(lengthy post warning: over 4,000 words) I wasn’t even close. After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. Man, was I off. The first webinar was the basic definition and …

I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned

I figured I'd try a little bit of click-baiting, see how it works... Beyond the lame title, this is a good post.  Another one in the "I did an amazing webinar, and these are the questions I did not get to" series. Number two, and am doing another one on Tuesday (tomorrow), so I will …

Four Questions You Have About Customer Experience (and answers)

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience. It was fantastic, seriously - here's the link if you want to check it out (registration required), and we had a very engaging (that's what the comments said) conversation about why …