My Top 5 Reads – week 20

My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: Steve Jobs, CX, and digital strategies.

Steve Jobs VS Reid Hoffman: Which Philosophy is the right one?
“Founder of LinkedIn and former PayPal executive vice president, Reid Hoffman famously said: If you’re not embarrassed by the first version of your product, you’ve shipped too late”.

Too Many Executives Are Missing the Most Important Part of CRM
“For all the emphasis placed on customer relationships these days, very few large organizations really understand how to manage them.”

Further reading: On AI and CRM

Your Business Is Too Complex to Be Digital
“Business leaders are starting to rethink their strategies to take advantage of digital technologies. They envision omnichannel customer interfaces, ecosystems of tightly connected partners, and novel customer solutions leveraging newly accessible data.”

The Inconvenient Truth About Many Customer Experience Strategies
“Interest has steadily grown in customer experience (CX) as a competitive differentiator.  As a result, companies have invested significant time and energy in crafting and executing on customer experience strategies.  But there’s a fundamental problem with the approach taken by many organizations:  Their customer experience strategies are strategies of convenience.”

Anticipatory Customer Service And CX: The Ultimate Competitive Advantage. Lessons From Zappos, Ritz-Carlton, Callminer, Helpshift
“Exceptional customer service and a superbly well-designed and maintained customer experience are two of the most reliable competitive advantages in today’s marketplace for two reasons.”

Further reading: The call for urgent action in Customer Services

About the Author

Didier Dessens

Business & Technology Advisory, CRM and Digital Transformation

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