Didier Dessens

CRM & Digital Experience Advisory

  • Popular
  • Points of View
  • Conversations with Leaders
  • Speaking
  • This is me…
  • Reach out

Category: Points of View

  1. Home
  2. Points of View
May 31, 2023

How on earth can organisations become both more digital and more human-centric at the same time?

I have a paradoxical question that will tickle your brain: How on earth can organisations become both more digital and more human-centric at the same time? šŸ¤” It’s like trying to juggle apples and oranges while tap-dancing on a unicycle! […]

Read More
Points of View 0
May 24, 2023

How I discovered the underlying complexity of integration in digital transformation projects. šŸ˜

Hello! Today I wanted to share a valuable lesson I learned when I was starting my career as a consultant at CapGemini – The complexity of integration in digital transformation initiatives. When I embarked in one of my first projects […]

Read More
Points of View 0
May 17, 2023

IĀ care about business users…

IĀ care about business users šŸ¤—. And I am a firm believer that in any digital transformation project, we must remember that they are the true VIPs of the show. But what does it mean to successfully address the users’ needs? […]

Read More
Points of View 0
May 10, 2023

If your key account plans are integrated into your CRM to drive day to day sales, then you know you’re on the right direction

If your key account plans are integrated into your CRM to drive day to day sales, then you know you’re on the right direction. It is frequent that organizations do not have any systematic Key Account Planning process in place. […]

Read More
Points of View 0
May 3, 2023

Digitalization is not a product or a service that you can plug and play.

Digitalization is not a product or a service that you can plug and play. It’s a journey and a change in mindset first. 😮 Any organisation needs to adapt to compete in its business environment. It has always been the […]

Read More
Points of View 0
April 27, 2023

Do leaders really make a difference in digital transformation?

Do leaders really make a difference in digital transformation? I got this question from students in Business Management here in Stockholm. It’s a very relevant one. Since most of the time, we talk about the importance of a strong executive […]

Read More
Points of View 0
April 24, 2023

In digital transformation, I strongly recommend to take a process view rather than a functional or applicative one.

And the first question to ask should be: What are we trying to achieve? Alternatively, what is the problem we are trying to solve? Here, taking a process approach will make life easier. Many operational inefficiencies and their root causes […]

Read More
Points of View 0
April 18, 2023

When Marketing and Sales are not working closely together, you know there is something wrong happening in your business.

I answered this yesterday. The COO of a former start-up, turned leader on its market, was asking me about the (apparent) mis-alignment and lack of coordination between his Marketing and Sales teams. He was worried by the fact that the […]

Read More
Points of View 0
April 12, 2023

Fintech trends in turbulent 2023.

No one likes turbulent times in business. And with the downturn market, the fintech ecosystem has become uncertain. I’ve been asked to talk about the trends in Fintech. I know this industry well. I’ve been active in it for the […]

Read More
Points of View 0
March 30, 2023

Solving CRM issues with additional CRM technology or customisation is wrong

Some organisations think that the latest technologies will instantly solve a decade’s operational issues. But I do believe that trying to solve business or CRM implementation issues with additional CRM technology or customisation is fundamentally wrong. šŸ¤• Sources of inefficiencies […]

Read More
Points of View 0
March 6, 2023

Greater CRM effectiveness influences positively every organisation’s business performance

CRM is a driver for innovation. I see a strong correlation between CRM and business performance. And I strongly champion the idea that greater CRM effectiveness influences positively every organisation’s business performance. This is evidence to me. Especially when I […]

Read More
Points of View 0
March 1, 2023

In digital, putting technology before people is a big mistake

There is something very instructive in how organisations approach digital transformation matters. For some, taking a technology-only view is not a problem. At least, in theory. At least, at the very beginning. This is when you hear statements like “CRM […]

Read More
Points of View 0
February 11, 2023

CRM systems are never good enough

There are always enhancements to be made to a CRM system. Any organization that is happy with what it has, needs to question itself. Many business executives say they are not (or never) satisfied with their current CRM solution. They […]

Read More
Points of View 0
January 31, 2023

Rethinking CRM evolution: Voice as a game changer

Business leaders should start investigating what voice features might do for their company. Especially to their CRM systems. Let me explain why. Companies have a long history of implementing CRM solutions to support their marketing, sales, or customer service operations. […]

Read More
Points of View 0
January 24, 2023

What Is It You Do, Didier? I’m doing consulting, Mum…

Do you find hard to explain what you do for a living? To your mum? to your dad? To Harry Potter’s fans? I do. How many of us have encountered this question. ā€œWhat do you do in life?ā€ and feel […]

Read More
Points of View 0
January 17, 2023

Your Top 5 Posts of 2022

2023 is now off to a flying start. I want to say a very big thank you to each of you for your contribution, feedback and support to me in making this blog even more relevant. This blog still continues […]

Read More
Points of View 0
November 29, 2022

How to select the right CRM platform for your sales team?

Consider any organization – large and medium. One of the first things it does when it wants to increase its market share, its sale revenues or, more broadly speaking, invest in digital initiatives, is to choose a technology platform. Possibly […]

Read More
Points of View 0
October 24, 2022

The 10 best practices for a digital transformation program

Digital transformation is not only about changing the way businesses operate by using new technologies. It is rather more about new processes, business models, and organizational practices. I’m listing here some of the 10 lessons learned and best practices I […]

Read More
Points of View 0
October 20, 2022

Will “AI-as-a-Service” become the name of the game?

Every time I am attending a conference, there is AI on the agenda. Somewhere. I have to admit this is not a new topic as such – Strictly not -, but it is interesting to see the growing interest from […]

Read More
Points of View 0
October 17, 2022

The 20 best tips for you to crash your CRM project. For sure.

These are the kind of excellent ways to wreck apart your CRM project. If we were really being honest about CRM initiatives performance, we may be wondering why some projects result in very strong benefits – growing profit or reduced […]

Read More
Points of View 0
October 7, 2022

On Salesforce & Sprout Social’s Partnership

There is something attractive about the new announcement by Salesforce and Sprout Social about Tableau. It is refreshing, to some extent, the whole discussion on Big Data. In short, Sprout Social is now providing integration capabilities to Tableau, Salesforce’s analytics […]

Read More
Points of View 0
September 7, 2022

How to Choose the Right Ecosystem Partners for Your Business

Harvard Business Review publishes an excellent article on ecosystems by Prof. Gianvitto Lanzolla (Bayes Business School) and Prof. Constantinos Markides (London Business School). This is a fantastic topic! You may not realised it but roughly 50% of the top brands […]

Read More
Points of View , Reading list 0
September 7, 2022

Planning for complex rollouts: All about nose-guessing?

Everyday I see more and more organisations working on some kind of harmonisation of their CRM processes across their international operations. They want a common set of processes to be deployed globally, and all enabled by a technology platform. Precisely […]

Read More
Points of View 0
April 11, 2022

Will Voice Interfaces be the next killer app for CRM?

In the very near future, Voice User Interfaces will progressively integrate with front office and CRM systems. This is a fact. Voice User Interfaces have the potential to become the next killer application. This is my belief. In my previous […]

Read More
Points of View 0
March 15, 2022

Big data projects in Marketing are surprising. Constantly (Part 2)

I recently posted Big data projects in Marketing are surprising. Constantly (Part 1) explaining that, from my experience, big data projects in Marketing were a do & learn approach. I was highlighting the importance of aligning stakeholders on a common […]

Read More
Points of View 0
March 15, 2022

Big data projects in Marketing are surprising. Constantly (Part 1)

Working in a Big data project in Marketing is constantly surprising. Essentially. When I first got involved in a big data project, it was in marketing. I knew marketers had struggled for ages to really understand who their customers were […]

Read More
Points of View 0
March 8, 2022

Is your organization ambitious enough to deal with the new customer engagement narrative?

With the rise of digital business models, ecosystems, and the greater maturity in technologies such as AI, most organisations are forced to revisit their business models and the way they engage with customers. In this paper, I am exploring some […]

Read More
Points of View 7
February 21, 2022

SAP and Siebel are head to head!

SAP and Siebel are head to head! Hey Didier? “You’re kidding, aren’t you? It’s Monday. We’re supposed to be moody!” Haha! Those were the headlines… 20 years ago (13 February 2001). For the admirers of Salesforce & Co, I was […]

Read More
Points of View 0
February 17, 2022

Digital and Value Creation: Where Do European Banks Stand?

“Digital and Value Creation: Where Do European Banks Stand?” This is the new 2022 research conducted by the market agency D-Rating. I like to compare performance year after year. So I monitor the D-Rating report every year for the Nordics. In […]

Read More
Points of View , Reading list 0
February 7, 2022

Artificial Intelligence in Customer Service

Comments on Gartner’s three important ways Artificial intelligence (AI) can benefit Customer Service Operations. Gartner has recently published an engaging article on Artificial Intelligence (AI) in Customer Service operations (Dated 19 January 2022). This article is available online on Gartner’s […]

Read More
Points of View 0
December 27, 2021

Top posts of 2021!

A special thanks to each of you for making 2021 such a great year – still a surrealistic year like the previous one, however. This blog continues to reach people beyond my expectations. Google Analytics shows that you have been […]

Read More
News & Trends , Points of View 0
December 16, 2021

CRM systems are increasingly powered with Artificial Intelligence (AI)

It should be no surprise to anyone if I add Artificial Intelligence (AI) into the top list of trends impacting the CRM world. AI systems have become a reality and are maturing quickly. For most of us, as consumers, Artificial […]

Read More
Points of View 0
November 30, 2021

Trends in CRM #1: Everything is cloud

People often ask me what trends I see today in the CRM and digital transformation fields. It is a kind of legitimate to try to understand what is happening today and foresee how the future will be. In this series […]

Read More
Points of View 0
December 28, 2020

The Best of 2020: Most Popular Articles on Dessens.se

2020 has been a surrealistic year. With Covid-19, thousands of people and companies quickly adjusted to a new way of working that we all called WFH. Some moved quicker than others. For some, it was business as usual, for others, […]

Read More
Points of View 0
April 20, 2020

The call for urgent action in Customer Service

According to a recentĀ PEGA study, employees facing customers are often frustrated with the level of service they can provide to customers.Ā They denounce inadequate technology and processes that limit their effectiveness. The survey shows that 81% of respondents mentioned fast resolution […]

Read More
Points of View 3
April 17, 2020

Focus on business ecosystems: Leveraging partners in disruptive times

Commentary – We were around 350 people and prof. Mark Greeven shared some great insights and practical examples on why and how organisations should leverage partners to build sustainable businesses. On ecosystems – Have you listened to IMD’s webinar on […]

Read More
Points of View 0
April 16, 2020

One quick comment on Gartner’s 2020 Magic Quadrant for Digital Experience Platforms

Commentary – Gartner has just released a 2020 quadrant for Digital Experience platforms (DXP), basically revamping the classical Web Content Management MQ with a new terminology and enlarged scope. It is true all WCM solutions now include enough features to […]

Read More
Points of View 0
April 15, 2020

Focus on getting support from local expertise in turbulent times

Opinion – I have received a good number of reactions and messages after my post last week on the impacts of the current crisis on projects in Sweden. A project manager confessed the decision had been made to postpone some […]

Read More
Points of View 0
April 14, 2020

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

Commentary – Any new Gartner Magic Quadrant release is a kind of milestone in my life as a CRM consultant. I have just reviewed the recent (2020) MQ for Analytics and Business Intelligence platforms. Sounds fun? Well, this year, Microsoft […]

Read More
Points of View 1
April 9, 2020

Perspective on Covid-19 crisis and digital maturity

Opinion – The Covid-19 crisis is revealing flaws in business continuity plans and weaknesses in value chains, exposing business and people alike. Most business continuity plans were based on a few number of key employees performing critical functions. They were […]

Read More
Points of View 0
April 7, 2020

Spotlight on local CRM resources

Some of my contacts in Sweden are confessing to me that their CRM projects are now at risk. The reason is that some of the critical project resources from their integration partners have been stranded abroad for 2 weeks now […]

Read More
Points of View 0
March 23, 2020

Focus on mitigating risks in pricing

I had this exciting discussion yesterday on the risks arising from having inconsistent pricing models and systems. The context was B2B commerce with sales people using multiple pricing tools. This is obviously leading to significant issues such as inconsistencies in […]

Read More
Points of View 0
October 30, 2019

Revisited: PEGA Business Architect course

Just revisiting the PEGA Business Architect course I attended last year to refresh my knowledge of the platform. Afterwards I will do the same with Salesforce and Dynamics… Life as a CRM consultant…

Read More
Points of View 0
October 8, 2019

On revisiting old business classics and new inspiring books.

Preparing for the long Swedish winter, always a good time to revisit old business classics and new inspiring books. This year, my plan is: 1. Refresh my knowledge on Big Data analytics, through the IBM Big Data platform, 2. Revisit […]

Read More
Points of View 0
June 12, 2019

Recent questions on Open Banking.

Just summarising some of my recent questions on Open Banking. Do they make sense?

Read More
Points of View 0
May 16, 2019

Open Banking: From core competence to market power, what is the best positioning for you?

Open Banking: The future of banking will be driven by open business models and APIs. The Question: From core competence to market power, what is the best positioning for you? Let’s talk about it!

Read More
Points of View 0
May 3, 2019

Open Banking: On API product ownership.

The question: How do you best set up the right organisation in order to leverage your unique data advantage to compete or partner with Fintech and Bigtech players? This question is actually not new and has been on the agenda […]

Read More
Points of View 0
December 31, 2018

“In an open system, we compete with our imagination”

I like this statement by Nicholas Negroponte in “Being Digital” (1995). Very relevant in the era of Open Banking! I have just re-read his book during this festive break. I recall reading it for the first time when studying Information […]

Read More
Points of View 0

Categories

Newsletter

Search

Latest posts

  • How on earth can organisations become both more digital and more human-centric at the same time?
  • How I discovered the underlying complexity of integration in digital transformation projects. šŸ˜
  • IĀ care about business users…
  • If your key account plans are integrated into your CRM to drive day to day sales, then you know you’re on the right direction
  • Digitalization is not a product or a service that you can plug and play.

Most searched tags

adobe Agility AI - Artificial Intelligence Automation Automotive B2B Cloud Communities Content Management CRM CRM Effectiveness Customer Engagement Customer Experience Data & Analytics Digital Maturity Digital Transformation ecommerce Ecosystems Financial Services Healthcare Innovation IT talents Leadership Loyalty Manufacturing Marketing Microsoft Mobile Mulesoft Open Banking Oracle Partner Experience Pegasystems Personalization Regulations Retail Sales & Distribution Salesforce SAP Service Social Media Strategic alignment SugarCRM Technology Voice

About This Site

This may be a good place to introduce yourself and your site or include some credits.

  • Email

Copyright ©2023 Didier Dessens . All rights reserved. Powered by WordPress & Designed by Cyclone Themes