aheadCRM

Credit: FreeImages.com/Sigurd Decroos Today’s customers are impatient. They want – and have the right to – get answers to their questions and concerns about a company’s products and services without being in the need to preform lengthy searches or to dig around. This holds true for pre-purchase questions as well as to post-purchase questions. We regularly see or read statistics that tell us that customers are not very forgiving in cases of poor customer service, but on the contrary are inclined to leave when encountering a single instance of poor service. If customers do not get the answers to their questions without difficulties they are moving on, no matter of the company or its size. This meanwhile has become a kind of public domain knowledge. The only way for a company to avoid customers leaving with the first bad experience is by building up and maintaining a good and credible history of helping a customer with solutions to address their needs (aka jobs-to-be-done) and by...

In myyesterday’s analysis of SAP’s HANA announcement , I wondered why SAP stays silent on the AI and Machine Learning frontiers. Well, today I know. They saved this announcement for today. And the announcement is a bang. SAP will deliver what they call ‘intelligent business applications’ that are based upon SAP’s new machine learning platform. The platform itself shall be made available with SAPPHIRE NOW 2017. The first significant intelligent application by SAP that is mentioned, is a brand intelligence application that leverages deep learning to analyze brand exposure in video and images to provide ‘accurate, real-time insights into sponsoring and advertising ROI”. You may remember that SAP earlier showcased an application to reduce recruiting bias, which is based on the machine learning platform, too. According to Juergen Mueller , Chief Innovation Officer at SAP, the new machine learning platform is intended to serve SAP’s and their ecosystem’s applications with the goal ...