20 days ago

C/4HANA: SAP’s Industrialization Of Customer Engagement

SAP announced a new name, market position, and strategy for its customer engagement portfolio. Instead of a potpourri of products, SAP will now offer the quirkily named C/4HANA, which is comprised of SAP Marketing Cloud, SAP Commerce Cloud, SAP Service…

4 months, 26 days ago

SAP Acquires Callidus Software For $2.4B

The definition of CRM has changed. Yes, that is a big statement to make, but it’s an important one. CRM grew from a customer data repository into functional applications, first with sales automation and then to support customer service and market…

10 months, 2 days ago

AI-Fueled Customer Service Delivers Real Results

AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer service for these services is going to look much different than it does now. AI today is still in its infancy; AI applications span discrete capabilities, all of which are […]

4 years, 13 days ago

Winning Over Choosey Multichannel Customers

Guest post by Ian Kahn When you think about a multichannel consumer, you probably envision a customer who is running from store to store and bouncing from web site to web site in search of the best deal. In reality, multichannel consumers have a limited list of retailers among their favorites, according to PwC’s 2014 Global Total Retail Survey of nearly 15,000 consumers. PwC defines multichannel customers as those who purchase from at least two […]

7 years, 5 months ago

Who Owns the Online Customer Channel?

Guest post by Brian Saperstein One of the more fascinating organizational challenges I’ve worked on with clients lately relates to an organization’s online interactions with its customers. The online customer channel is seen by some as a marketing vehicle, some view it as a service channel while others view it as a strategic driver of new business. Since the online customer channel is so dependent on information technology, IT also enters the discussion as it […]

If you liked this, you might also like:

  1. Customer Channel Dis-Integration
  2. The Customer Information Officer
  3. Professional Identity Online – Are You a Dog?