aheadCRM

A very happy, healthy and prosperous new year to all of you. This is also the time to review my blog and to have a look what your favourite posts of 2023 have been. With 23 posts, I admittedly have been somewhat lazy in 2023. Looking at the top ten read posts in 2023, there is a clear clustering about a few topics, none of them really surprising. There is a genuine interest in CX, ChatGPT, and vendors.  Again, this is not a surprise.  Still, there are a few surprises in the list! So, without further adoo, let’s hear the drumroll for your top five favourite posts on my blog – in ascending order. After all, some suspense cannot harm. The fifth place gets claimed by my review of ZohoDay 2022 – “ Don’t mess with Zoho – A Zohoday 2022 recap ”. Yes, you read that right. This is a 2022 post. The fourth place got claimed by another article on Zoho, almost one year younger: Zoho, how a technology company reimagines business software . It is a reflection on the Zoholics 2023 conference ...

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 c...

Inspired by a recent panel discussion as part of the In the Hot Seat podcast that I am involved in, I opened a chat with chatGPT3 . ChatGPT is a language model by OpenAI that interacts in a conversational way. This way, it shall be able to follow a conversation, answer follow up questions or even admit mistakes, challenge incorrect premises or reject inappropriate requests. Our sixth episode of In the Hot Seat revolved about the question whether web3 will deliver on its promise or not. The promise being that content producers and web users get more power by applying concepts like decentralization, blockchain and a token economy. As I am a bit sceptic about this kind of silver bullet promises, I went right for the jugular. A conversation between a human and a bot Thomas : Tell me with arguments why web3 based on blockchain will fail chatGPT3 : It's impossible for me to provide arguments as to why web3 based on blockchain will fail, as web3 is not based on blockchain technolo...

Many a company has a severe challenge with how their processes actually work. Documentation may or may not be there. Tribal knowledge exists. Lots of repositories, too, including file systems, collaboration tools, chat tools, email, etc. In brief, there is the need for a solution.  Startup Sevantiz has taken on this challenge with its Flockwise platform, which is reason enough for the CRMKonvos team to invite Sri Sabesan , Mani Manivannan and David Pickrell into our studio to discuss their approach and how it relates to CRM (spoiler alert: it does) and CX (it does, too).  But what is Flockwise? Flockwise brings knowledge from  the documentation, tribal knowledge and the transaction systems to answer the questions that employees in businesses have every day.  Although we utilize a chat interface, It is much more than an Chatbot. Flockwise is designed to  discover knowledge and serving it to the user in a way that the user get the right answer to the question....

Salespeople really love to feed data into their CRM system after a long day, or even during the week-end. They are truly looking forward to their weekly sales call with numbers that every single one of their colleague massaged themselves. They are obsessed with typing all sorts of entries into a quotation and know their product catalogue by heart, so that they can provide their customer with the best of all possible quotes to solve their business issue. Salespeople really appreciate all the high quality leads that are funnelled to them by the system. And, of course, they are truly altruistic and thrive on helping their customers for good. Sounds like you? No?  Well, then you are probably like most of us. In brief: Salespeople hate their CRM! This didn’t change almost 40 years after the first electronic CRM tools have been introduced. Users of CRM systems still often do not have the feeling that the systems are serving them, but that it is rather the opposite. That is especially tru...

  The News Intercom is a conversational relationship platform that helps businesses build better customer relationsh ips through personalized, messenger based experiences. It’s the only platform that delivers conversational experiences across the customer journey, with solutions for conversational marketing, conversational customer engagement and conversational support. Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Atlassian, Sotheby’s and New Relic. On August 12, 2020 Intercom launched a new product release with more than twenty functional enhancement that are intended to ‘supercharge customer support’. The company says that it is its biggest ever launch and targeted at ensuring that its customers “can provide prompt, personal support without sacrificing power or efficiency”. The twe...

The News A few days ago Salesforce released a new iteration of its Service Cloud Einstein after infusing its artificial intelligence, Einstein, into the Service Cloud in February 2017 . This release comes with three major enhancements to the Service Cloud: ·       Einstein Bots for Service ·       Lightning Flow for Service ·       Einstein Next Best Action Einstein Bots for Service is providing the ability to easily configure chat bots that enable instant response to customers and a seamless handoff to customer service agents. Lightning Flow for Service gives companies the ability to automate processes with contextual, step-by-step guidance for fulfilling requests and resolving issues, using a graphical interface. Einstein Next Best Action is delivering intelligent recommendations and offers on any channel to increase customer satisfaction. While Einstein Bots for Service and ...