My Top 5 reads – Week 40

Best picks from the web this week 40. Here are my 5 favourite articles published on CRM, CX and digital transformation. On the agenda: Agility within organisation, the CRM market for 2020-2030, customer retention, and some new releases by Microsoft and Salesforce.

Best picks from the web on CRM and Digital Transformation, by

How to Unstructure Your Organization for the Future?
First words: “Multi-layered bureaucratic organizations with centralized decision making and endless meeting schedules are a recipe for disaster.  How can you creatively unstructure your organization to foster fluid ideation, rapid decisions, and sustained relevance for the future?”

Customer Relationship Management (CRM) Software Global Market Report 2020-30: Covid 19 Impact and Recovery
First words: “Major players in the customer relationship management (CRM) software market are Salesforce, Microsoft, Oracle, SAP and SugarCRM.”

Microsoft Dynamics 365 Customer Service to add voice channel
First words: “Leading a host of CX releases, Microsoft plans to add native voice telephony and voice-channel hooks for chatbots and transcription into its contact center platform.”

6 Ways to Improve Customer Retention through Social Media
First words: “Building brand awareness and acquiring new customers is one of the key objectives of any marketing strategy. However, what many businesses neglect to invest in is customer retention. In the long run, this can prove to be a mistake, both financially and from a branding standpoint.”

Salesforce delivers CDP, DXP and sales meeting tools
First words: “Salesforce drops a customer data platform, new virtual sales meeting tools and makes the case for its own Experience Cloud to give users an Adobe alternate.”

Recommended for you:

My Top 5 reads – Week 39
My Top 5 reads – Week 38
My Top 5 Reads – Week 35

I hope you enjoyed the selection! Please leave me a review, I love reading them!

About the Author

Didier Dessens

CRM and Digital Experience Advisory

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