Skip to main content

It is this time of the year again - your favourite articles of 2022


Happy New Year to everyone!

Apart from all the political suff that I do not want to dive into, the year 2022 has seen a lot of exciting events and topics, from the rise and fall of the Metaverse, to lots of defaulting crypto companies. Towards the end of the year, chatGPt stirred up quite some waves.

Not to forget the long story of Elon Musk taking over and handling Twitter ...

In more conventional areas, we have seen more of a renewed interest in affordable CX suites. Earlier in the year, also CDPs have been a big topic. Tips for good engagement to achieve customers having a positive experience is also always a topic.

(Nearly) all of this is reflected in the 2022 top ten of my blog, which has seen a good number of visits. 

A big and heartfelt thank you to all my readers!

Here are your top ten articles of 2022.

#10 How to engage for customer experience and success


#9 How to create value with a CDP



#8 The impact of the supply chain on the customer experience


#7 A great human - bot conversation with lots to learn



#6 How (and why) a marine consultancy made Zoho core of their business



#5 The almighty Metaverse - its Rise and Fate



#4 How to make Zoho a business's operating system



#3 How to Zoho'matize a business


#2 Don't mess with Zoho - A Zohoday 2022 recap



#1  Metaverse - the return of the Undead




All of these are well worth revisiting.

Thank you again for your readership. I wish you all the best for 2023.

Exciting times are lying ahead of us.

Labels:

Comments

Post a Comment

Last Year's Top 5 Popular Posts

You are only as good as your customer remembers

As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their success. In a next instance of these customer interviews, I had the opportunity to talk with Melissa Gordon , Executive Vice President, Enterprise Solutions at Tidal Basin about their journey with Zoho. You can watch the full interview on YouTube. Tidal Basin is a government contractor that provides various services throughout the government space, including disaster response, technology and financial services, and contact centers. Tidal Basin started with Zoho CRM and was searching for a project management tool in 2019. This was prompted by mainly two drivers. First, employees were asking for tools to help them running their projects. Second, with a focus on organizational growth and bigger projects that involved more people, Tidal Basin wanted to reduce its risk exposure and increase the efficiency of project delivery. This way, the compa...
Post a Comment
Read more

Sweet Transformation: Inside SugarCRM’s New Direction

Fresh from the 2025 SugarCRM Analyst Summit, waiting for my plane home, it is time to sort my thoughts. From Monday, 1/27 evening to Wednesday 1/29 in the morning we had some time jam packed with information and good conversations with SugarCRM execs, customers, and in between analysts. The main summit started with a bang, namely the announcement that industry icon Bob Stutz joins the SugarCRM board of directors , which is something that few of us, if any, had foreseen. This is exciting news.  With David Roberts , who succeeded Craig Charlton in September 2024, SugarCRM itself has a new CEO with a long time CRM pedigree.  As with every leadership change, this promises some change. Every new CEO evaluates what they see vs. where they want their company to go and then, together with the team, establishes and executes a plan to get there. Usually, this involves some change in the structure of the executive leadership team, too.  This is what happened and happens with SugarCR...
Post a Comment
Read more

Data Wars: SAP Vs. Salesforce In The AI-Driven Enterprise Future

The past weeks certainly brought a lot of news, with SAP Sapphire and Salesforce's surely strategically timed announcement of acquiring Informatica , ranging at the top. I have covered both in recent articles. The enterprise software landscape is crackling with energy, and Artificial Intelligence (AI) is certainly the star of the show. It isn't anymore about AI as a mere feature; it's about AI as the strategic core of enterprise software. Two recent announcements underscored this shift: SAP's ambitious AI-centric vision that was unveiled at its Sapphire 2025 conference, and, arriving hot on its heels, Salesforce's agreement to acquire data management titan Informatica for $8 billion. Both signal an intensified battle for AI supremacy, where trusted, enterprise-wide data is the undisputed new monarch. Of course, SAP and Salesforce are not the only ones duking this one out. SAP's Sapphire Vision: An AI-Powered, Integrated Enterprise At its Sapphire 2025 event in ...
Post a Comment
Read more

The CDP is dead – long live the CDP!

In the past few years, I have written about CDPs, what they are and what their value is – or rather can be. My definition of a CDP that I laid out in one of my column articles on CustomerThink is:  A Customer Data Platform is a software that creates persistent, unified customer records that enable business processes that have the customers’ interests and objectives in mind. It is a good thing that CDPs evolved from its origins of being a packaged software owned by marketers, serving marketers. Having looked at CDP’s as a band aid that fixes the proliferation of data silos that emerged for a number of reasons, I have ultimately come to the conclusion and am here to say that the customer data platform as an entity is increasingly becoming irrelevant – or in the typical marketing hyperbole – dead.  Why is that? There are mainly four reasons for it.  For one, many an application has its own CDP variant already embedded as part of enabling its core functionality. Any engageme...
Post a Comment
Read more

CPQ, Meet Price Optimization: Your Revenue Lifecycle Just Got Serious

The news On October 1, 2025, Conga announced its intent to acquire the B2B business of PROS , following PRO’s acquisition by Thomas Bravo . At the same time, ThomaBravo and PROS announced that PRO’s travel business segment will be run as a standalone business . The bigger picture Revenue operations, revenue management and revenue lifecycle management have become a thing in the past years, as evidenced by the number of specialized companies that solve parts of the overall problem of optimizing revenue. It also got abused to some extent (e.g., surge pricing models) when the users of the corresponding capabilities consider optimizing being the same as maximizing. Reality check: It is not. While optimizing involves a bit of identifying how much a customer is willing to pay, it also involves the thought of repeat business, or in other words customer loyalty, even without a formal loyalty program. And that involves the customer experience, part of which the speed of creating a quote with mat...
Post a Comment
Read more