Aggregated enterprise architecture wisdom
A friend of mine shares an email thread from his organization discussing the definition of CUSTOMER, disagreeing as to which categories of stakeholder should be included and which should be excluded.Why is this important? Why does it matter how the CU…
Let us suppose we can divide the world into those who trust service companies to treat their customers fairly, and those who assume that service companies will be looking to exploit any customer weakness or lapse of attention.For example, some loyal cu…
I have long argued for the benefits of an outside-in view of business architecture. In 2008-9, Tony Bidgood and I developed a worked example based on the fictional delivery company Springfield Parcels, to illustrate a range of different business improv…
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…
You need a CRM vision to gather momentum around such a large – and potentially strategic initiative. The first CRM vendor that gave us the tools to do so was Oracle with their CX vision. Oracle’s point of view was that CRM enabled companies to support…
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…
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…
Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use several channels at the same time – like web and phone – if it makes sense to do so. We know that customers use self service as a first point […]
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 […]
Here’s a sample from my email inbox, which arrived yesterday.Dear RichardI know how important your organization’s big data strategy is. That’s why I want to personally invite you to attend our webinar. How does he know? Is he basing his knowledge …
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 […]
If you liked this, you might also like:
On Customer Insight from Richard Veryard