My Top 5 Reads – Week 19

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Salesforce, AI, Supply chain, and B2B sales

Salesforce Summer ’20 Release Notes (By Salesforce)
“The Summer ’20 release delivers innovations across the entire Customer 360 Platform to support you in times of change.”

How The “Amazon Effect” Is Impacting B2B Sales (By SAP)
“In the consumer space, we’ve seen online marketplaces quickly expand over the last decade in response to buyer demands for faster, easier purchases.”

Building a dream team: All-star analytics with Salesforce, Einstein, and Tableau
“Put quality data and great analytics at the heart of all decision-making in Salesforce with Einstein and Tableau. Learn how to maximize your investments and integrate each key player as you build your own dream team.”

Further reading: One quick comment on Gartner’s 2020 Magic Quadrant for Analytics

How Can AI Improve Sales And Support?
“Can AI-driven tech increase sales?” I often get asked this about artificial intelligence (AI) and similar questions about customer support.

CRM = Customer Rejection Management
“Every major organization has some form of customer call center. If not then COVID19 is probably making you scramble to create one as you “get” digital transformation.”

About the Author

Didier Dessens

Business & Technology Advisory, CRM and Digital Transformation

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