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Enterprise hits and misses – IT dies and is resurrected, while personalization tries to scale
"This week - a worthy debate about the death and rebirth of IT stems back to Nicholas Carr. Also: the problem of personalization at scale and the Dante's Inferno of ERP. Your whiffs include a brazen GDPR violation and the absurd cure to AI's problems."
crm  and  customer  experience  frictionless  enterprise  hits  misses  the  new  professional  it  as  a  service 
yesterday by jonerp
Criticism of Salesforce’s border protection deal highlights the million dollar question around corporate activism
"Salesforce has been under fire over its contract with Customs and Border Protection, but the criticism serves to highlight the new complexities of corporate activism."
crm  and  customer  experience  diversity 
yesterday by jonerp
SAP shows healthy Q2 FY 2018 cloud revs, ups outlook – a call with Luka Mucic, CFO
"SAP comes off Q2 FY2018 in good shape and with a healthy outlook but there are still plenty of questions it needs to answer."
brexit  cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  hcm  the  digital  future  of  work  earnings  report 
2 days ago by jonerp
FICO® Customer Experience Consulting | FICO®
Key here is a graphic model of the customer lifecycle - discover, learn, compare, purchase, use, advocate
ESB6  CH10  promotion  lifecycle  customer  customerdevelopment 
2 days ago by jeromekatz
TrustRadius challenges software vendors to be more transparent in sales and marketing – but how?
"My last debate with TrustRadius on the impact of peer reviews on B2B buyers was certainly interesting. But their data raised a question we need to answer: how can vendors make their sales and marketing more transparent - and relevant to buyers?"
analytics  planning  and  data  analysis  content  marketing  crm  customer  experience  digital 
3 days ago by jonerp
The multiplier effect (remaking marketing priorities)
"B2B Buyers don’t spend most of their “buying time” engaging with vendors or their content. They are talking to each other (so ABM strategies help here), but also looking to other people that they trust–analysts, press, bloggers, other influencers, and their peers."
go-to-market  b2b  buying  customer  community  demand  generation  influencer  marketing 
3 days ago by jonerp
This company outsources customer service back to the customer • Bloomberg
Olga Kharif:
<p>Two years ago, when news broke that a 2012 hack of LinkedIn had compromised 117 million users’ passwords, instead of the 6.5 million previously reported, the site got a few extra questions. Almost overnight, customer service cases rose 1,300 percent. It would have taken 15 weeks, LinkedIn Inc. says, for staffers to address them all. Instead, the company resolved the caseload in about one-third the time by using Directly, software that connects distressed customers with other, more knowledgeable customers.

Using these amateur experts, LinkedIn paid about $2 a pop for answers to easy customer questions about what had happened or protective measures to take, says Andy Yasutake, who oversees LinkedIn’s customer service IT and operations. “It was worth it,” he says. When internal staffers do the same thing, it typically costs $6 to $7. (The staffers, though, get higher ratings from customers.) LinkedIn has since made Directly Software Inc.’s system a permanent feature for many paying customers. “We saw this as an alternative to outsourcing,” Yasutake says.</p>


Neat idea.
customer  outsourcing 
5 days ago by charlesarthur
Finance organizations are biggest digital transformation fans – three exemplars
"Fujitsu reckons finance is ahead of the industry pack when it comes to digital transformation and three use cases back up the point."
crm  and  customer  experience  digital  enterprise  in  the  real  world  financial  services  fintech  productivity  social  use  cases 
5 days ago by jonerp
Why customer experience is so elusive, and AI is even trickier – a chat with the implausible Esteban Kolsky
"Ever wanted to corner analyst Esteban Kolsky and ask him why he's such a grouchy, err, inspiration? Well, at Salesforce Connections, I did just that. Here's a boiled down version, focusing on the elusive problems of customer experience and AI that matters."
crm  and  customer  experience  service  management  machine  intelligence  ai 
5 days ago by jonerp
Google Cloud Platform - The Good, Bad, and Ugly (It's Mostly Good) - Deps
"Conclusion
Google Cloud has created a compelling offering, with a mix of rock-solid infrastructure, plus unique value-added products like Spanner, Pub/Sub, and Global Load Balancing. They’ve been able to learn from what AWS got right and wrong. Their products integrate well together and are simple to understand. The downside to Google’s more deliberate approach is that it can sometimes feel like AWS is not just ahead of GCP, but accelerating away. I’m hopeful that the upcoming Google Cloud Next will bring more parity with AWS’ offerings.

For companies that don’t want to spend a lot of time learning and dealing with the complexities of AWS, I recommend looking at Google Cloud. If I had to start all over again, I would still happily choose Google Cloud."
gcp  google  cloud  customer  experiences 
9 days ago by earth2marsh
Are peer review sites impacting the large enterprise buyer? TrustRadius says yes
"The impact of peer review sites on B2B buyers is no longer debatable. But does that influence extend to the large enterprise? And is it fair to compare the role of analysts to the Kardashians? Those were some of the items I debated with the TrustRadius team."
crm  and  customer  experience  digital  transformation  -  frictionless  enterprise  user 
9 days ago by jonerp
Intercom
Platform for tracking and managing leads and customers with targeted messaging, inbox and article apps. Free for 14 days. $49 a month for startups.
ESB6  Online  services  Marketing  leadgeneration  customer 
13 days ago by jeromekatz
Twitter
What Is Nurturing, & Nurturing? Learn More In Our Free Playbook …
customer  leadgeneration  from twitter
13 days ago by mandigital
AWS, HPE, Red Hat on 8 secrets of customer success with your SaaS vendor
"FinancialForce PSA customers AWS HPE and Red Hat talk about working with Customer Success Managers to get the best results from your SaaS vendor"
cloud  platforms  -  infrastructure  and  architecture  customer  service  management  frictionless  enterprise  professional  services  use  cases  xaas 
15 days ago by jonerp

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