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. […]
I attended the Salesforce World Tour in Stockholm on Tuesday. I have to say I came away from the event feeling energised and inspired. Here are 5 of my personal takeaways: 1. The community is more powerful than ever. After […]
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 […]
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. 🤕 Sources of inefficiencies […]
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 […]
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 […]
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. […]
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 […]
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 […]
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 […]
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 […]
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 […]
Customer Understanding is a good concept. I am sharing a worth-reading article from Cmswire and SAS. Link to the article: A Deep Dive on a Customer Experience Priority: Customer Understanding
Food for thought. A 2022 High Growth study by Hinge Research Institute shows that 4 key factors explain how some B2B services firms grew 4x faster and were twice more likely to be highly profitable than their slower growing peers: 1. greater […]
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 […]
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 […]
Integration across systems and organisations has been the trajectory for more than 5 decades now. In the recent past, I was fortunate to be involved in some Open Banking initiatives where I could learn more about APIs on the field. […]
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 […]
My best picks from the web this week 5. This week: Facebook and CRM, Voice UI with Speechly, banking, and Marketing Automation. I wish you a pleasant reading! What Do 2020’s Acquisition Trends Mean For CRM?First words: “Looking back at the […]
Pega introduces its new 8.5 release. Here are the links to Pega’s site detailing the new enhancements: What’s New in Pega Platform What’s New in Customer Engagement & CRM Pega Sales Automation Pega Sales Automation 8.5 Release Notes Pega Customer Service Pega […]
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 […]
My 5 favourite articles on CRM, CX and digital transformation to read this week. On the agenda: B2B Fintech, Amazon, Salesforce, retail and AI. What Amazon is Doing in Financial Services like Fintech“From payments to lending to insurance to checking accounts, […]
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 […]
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 […]
5 new great articles on CRM, CX and digital transformation to read this week. On the agenda: Salesforce vs Pega, supplemented with Gartner’s and ISG’s analyses. We are also speaking about 3D. Magic Quadrant for CRM and Customer Experience Implementation […]
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 […]
MyTOP5reads for this Week 13 focuses on voice and AI in Marketing and customer engagement. Also an analysis of the CRM leading solutions Is Voice The Next Big Thing To Transform Consumer Behavior? 3 Powerful Ways AI is Changing the […]
LinkedIn + CRM integration this week. A bit of AI. Also, because of the season, several recent surveys to understand where we all are in DX and CRM. On CRM: LinkedIn Takes Another Big Step Towards CRM Integration 50 Stats […]
AI and Cognitive, digital transformation, CRM trends, and Retail in “My TOP 5 reads” this week: 50 Coginitive Biases in the Moderrn World Salesforce Blog: CRM Trends to Watch for in 2020 Evolving digital transformation: McKinsey presents its ‘business building’ […]
My Top 5 reads on CRM, CX and Digital transformation this week (Week 51): How The Salesforce Revolution Can Guide Marketing And Communications Firms’ Evolution Branding is dead, CX design is king An Overview of Artificial Intelligence in Salesforce Einstein […]
FYI – Here are my Top 5 reads on CRM, CX and Digital transformation this week (Week 50, 2019): Three barriers holding back the next wave of female digital leaders Michael Machado of Salesforce: Voice is the Future of CRM […]
Hej! I will attend the Salesforce Sweden Preparty on Wednesday. If you are around, let’s connect! /Didier https://www.salesforce.com/eu/events/details/dreamforce-preparty-sweden-06112019/
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…
I’m sharing a very interesting article from Forbes on AI and CRM. Worth to read. It discusses ways to combine AI with CRM platforms to improve customer management. It also gives an overview on the kind of topics I’m dealing […]
I’m at Salesforce Basecamp this morning. Let’s talk about how to use CRM solutions to manage the partner lifecycle in an Open Banking context. If you are interested to hear more, don’t hesitate to reach me!
Is traditional CRM useless? Will, instead, platforms be the new killer app to deliver an optimal customer experience across multiple channels and siloes? This is the starting point of this article from Frobes. Old same topics, new technology… What is […]
