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With our guest Adrian Swinscoe the CRMKonvos team walked the line between Punk and CX, discuss what they have in common. Adrian is the author of Punk CX , a book that he is not ashamed to admit was conceived after having a drink or two. Punk is a reaction to the attempt at perfection and an obsession towards technical skill that are a hallmark of Prog Rock. Prog Rock simply appeared overblown. Punk, in contrast, is not about perfection. Instead it is about doing, getting started, with corners and edges. In this sense, Adrian is a punk of CX, and his book is absolutely readable, with quite some food for thought. It is DiY style, just as punk is. But how does this apply to CX? Find out punk style. Watch this great CRMKonvos episode. Of course, we didn't just stick to this but also looked into what are similarities and differences between CX in the US and Europe, and so much more, including the future and microphone latency.

CRMKonvos Nr.18 - KI, #beyondCXM perspectives and opportunities with more dynamics are coming up. This time in our focus: The SugarCRM Story and the node.io integration. In this CRMKonvos Ralf Korb and Thomas Wieberneit talked with SugarCRM CEO Craig Charlton and CTO Rich Green about the past, present and future of SugarCRM. Of course, we covered the progress of the integration of node.io , and the reasons for choosing it. But then there are also topics as mundane as why there are still reasons to choose an on premise installation vs. going cloud. What is a platform? Rich Green has a very good definition with a very own Sugar twist to it - and which makes a lot of sense. What is the real reason for appointing James Norwood into the board? Apart from him being an extremely kind, knowledgeable and connected person? What are the top five gaps in Sugar's footprint? We covered a lot of ground. Enjoy this very enlightening English episode of our CRMKonvos

  The News On Monday, August 24 th , 2020 SugarCRM announced the acquisition of node.io . I had the pleasure to get pre-briefed by Craig Charlton , CEO SugarCRM and Rich Green , Chief Product Officer and CTO SugarCRM about this topic. Node was founded in 2014 with significant expertise , including ex-Google personnel and he creator of the Alta-Vista search engine.  According to Crunchbase , the company has acquired $43.5M US to innovate around AI as a service. The company applies deep learning to help organizations make better predictions and decisions that impact their bottom line and focuses on delivering accurate predictions even with minimum CRM data. It does this by taking advantage of large data sets that it acquired or has free access to, including company and available business related personal information. That way, it is possible to hand over only a limited amount of SugarCRM data to Node in order to achieve accurate predictions. Instead, the prediction engine runs...

The News On July 26, 2020, not two years after announcing the acquisition of Qualtrics, SAP announced its intent to take Qualtrics public . The timeline is yet to be communicated. What the press release basically says is that SAP’s cloud growth, including Qualtics was a ‘great success’. SAP itself wants to remain in control by keeping a majority stake in Qualtrics after the spin-off while Qualtrics founder Ryan Smith wants to be the ‘largest independent shareholder’. SAP insists in it being fully committed to the Qualtrics XM platform as a key element of its Intelligent Enterprise strategy, but with Qualtrics being a part of the SAP ecosystem instead of being a part of SAP itself. For your convenience the full press release is quoted here. WALLDORF  —  SAP SE  (NYSE: SAP) today announced its intent to take Qualtrics public through an initial public offering (IPO) in the United States. Qualtrics is the market leader and creator of the Experience Ma...

Many analysts, including myself, have repeatedly written about us having entered a new normal, which is enforced by a so-called green swan event – an event that according to BIS is “extremely [financially] disruptive and that could be behind a systemic [financial] crisis” (brackets set by Thomas Wieberneit). Supply chains are broken, employees need to work from home, stores were forced to close for prolonged times, and so on. This has the potential to seriously harm the base function of a business, which is helping their customers solve their problems. Looking at the pyramid of customer expectations, businesses are often barely, if at all, able to maintain its lowest level – the level of effectivity – and are far away from making it easy for their customers or even providing them with a joyful experience when interacting and engaging with them. Figure 1: The hierarchy of customer expectations Yet, we are in an era where products and services themselves get increasingly de...

After having covered some press releases about new releases and commenting some interesting organizational changes it is time to have a look at another topic – the need for consistency in a suite of cloud products. Consistency not only in the most obvious part of a family of products and solutions – the user interface – but the more important aspect of consistency, namely the data model. If you wonder how this relates to customer experience I invite you to read on. This post is actually spurred by a brief conversation that I had with Jon Reed of Diginomica about this very topic during one of the recent CRM Playaz episodes. Btw, if you do not yet listen in to the LinkedIn conversations of CRM Playaz Paul Greenberg and Brent Leary, discussing important developments and current events in the world of CRM – then you should. Really. But I digress. Back to the topic. The question is about whether it is necessary to have a unique data model or not. And this q...