aheadCRM

The other day, I had a look at my blog, checking the articles that resonated with you most in 2023 . Today, I'd like to do the same for my YouTube channel, CRMKonvos . Shameless plug - any new subscriber is cordially welcomed - it means a lot to us. "Us" means my colleagues Ralf Korb and Marshall Lager , and I. We run this channel as a joint endeavor. CRMKonvos are all about fun and friendly one hour conversations with one or more live expert guest about a topic in the wider area of - you guessed correctly - CRM. Of course, this includes related topics, e.g., it is virtually impossible to talk CRM or CX without touching AI. They are streamed to LinkedIn, YouTube, Facebook, and X. In addition, we actively encourage our audience to engage with our guest and us. Again, any new subscriber is more than appreciated. If I am not totally off, you can subscribe by just clicking this link . But now, what are the CRMKonvos that resonated most with you? Which ones received the most...

It is the end of 2021 and I do not have anything better in mind than writing a last post for the year. So let’s do it. There have been some terms that were used more than others with some of them actually being quite hyped. Some of them for the right reasons, some of them for the wrong ones. My favorites of these terms include in no particular order: ·       Metaverse ·       NFT (non-fungible token) ·       RPA or robotic process automation ·       Hyper personalization ·       Hyper automation ·       Customer Journey Orchestration ·       Low code / No code ·       Artificial intelligence / machine learning Hyper personalization I already did a short video that expresses my thoughts on hyperpersonalization. You cannot really avoid the term when browsing the web with anything related to CX in mind. Back in the day, what is now called hyper personalization was called...

It is this time of the year and I want to extend a heart-felt Thank You! to all my readers who honour me by investing your time into reading my posts, sharing them and commenting on them. Thank You! Below is the list of the top ten posts read by you in 2021. #10: How to avoid the looming CRM crisis #9: The Dirty Dozen of 2021 Trends (maybe I should revisit this one for 2022?) #8: CRMKonvo - Freshworks on Platform, CRM and useful AI #7: Outlaw Spirit - Lessons from The Zoho Analyst Day 2021 #6: How to orchestrate customer journeys in real time at scale #5:  Digitisation, Digitalization, Digital Transformation - A Stake in the Ground #4: With Oracle Fusion Marketing into the Future of CRM? #3: Together, Zoom and Five9 shape a new market (well, in the light of this merger having failed ... they could have shaped a market. Still, a very readable one) #2: Nimble strengthens its ability to be where the user is #1: Ecosystem Play, One Game at a Time Obviously, I do not kno...

Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own. As a consequence, customer journeys are often non-linear and move across different channels and devices. In between the online steps there might very well be some offline steps. Customer journeys are usually emerging sequences of interactions or engagements between the customer and the business towards a goal.  This goal needs to be the customer’s goal, albeit in the limitations of a business environment. Customer journeys can, in fact, be compared to conversations, which are also not linear. With this thinking, it is only a small step to the thought that customers do manage and orchestrate their journeys individually and for themselves. Consequently, there is no need to design their journeys for them. It can even  be counterproductive. A better approach is to prov...