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Customer Service - Hell or Heaven?

Today, customers are communicating with businesses on a variety of channels. One  customer calls in, inquiring about the status of an online order. Another sends an email. A third  customer may ask for service in-store.

If a mobile app is not meeting the customer’s expectation, the customer may prefer self-help and check an FAQ in the app. An alternative is to initiate a chat with an agent, also inside of the app. Or, if someone is really annoyed, that customer may even rant on a social channel such as  Facebook, Twitter, or Instagram.Company reality is that there is more than one CRM, and several business systems. All come with with their own backend. One company might be using all of the following, without even realizing how fragmented the experience is:An e-commerce system that comes with its own service subsystem. An order fulfillment system that is not connected to the CRM.Mobile app support that has its own backend. Social Media that is often run by marketing and not customer su…
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CXM! What the Heck is That?

Google and SAP - A Marriage in the Clouds

On Mach 8, 2017, SAP and Google announced another marriage in the cloud during Google’s Cloud Next event: SAP HANA is certified on Google’s Cloud Platform GCP, and is generally available now. SAP Cloud Platform and more products and solutions are to follow.The Google Cloud Launcher marketplace will be utilized to offer and deploy to and for customers and partners, starting with SAP HANA, express edition, which is already available, too.Further topics that are covered by this partnership are·Improving Google’s containerization technologies for enterprise workloads·Security, privacy, and integrity of customer data in the cloud. As part of this SAP software shall act as a data custodian (NB: How that works in legal and political environments remains to be seen) and joint solutions for access control, governance, risk and compliance shall get developed·Integrate Google’s G Suite into SAP applications. This has already been implemented for Identity and Access Management.More on the still f…

Watson meets Einstein - Elementary my Dear Holmes

This week Salesforce and IBM announced a global strategic partnership to deliver joint, AI based solutions based upon Salesforce Einstein and IBM Watson, their respective AI platforms. The upcoming solutions will be designed to “deliver everage artificial intelligence and enable companies to make smarter decisions, faster than ever before. With the partnership, IBM Watson, the leading AI platform for business, and Salesforce Einstein, AI that powers the world’s #1 CRM, will seamlessly connect to enable an entirely new level of intelligent customer engagement across sales, service, marketing, commerce and more.”IBM Watson will be connected to the Salesforce Intelligent Customer Success Platform in a way that augments the customer specific insights that are delivered by Einstein with its structured and unstructured data that comes from a variety of sources, in order to be able to use specific as well as more generic, yet industry relevant, information. “Together, Watson and Einstein wil…