CRM is seldom considered from the perspective of business transformation. Many executives see it merely as an operational tool, but in my experience, it is much more than that. The real power of CRM lies not just in the software, but in the transformative process of integrating it. This transformation is a catalyst for innovation, unlocking new possibilities for growth and efficiency. Having worked with CRM systems for over two decades, I have had the
Didier Dessens, Digital & CRM Advisory
Didier Dessens, Digital & CRM Advisory
Written by: Didier
The “contract” must be clear.
Let’s talk about how to best involve users when we execute a Salesforce project? In several projects I’ve been part of, I’ve seen business users either not involved at all or brought in very late in the process. The primary stakeholders often say, “We know what they want.” Unfortunately, that’s a mistake. This approach is far from best practice. I always suggest to involve business users early to secure their commitment –> But with certain
Salesforce Einstein Service Agent
Salesforce has just launched Einstein Service Agent. I’m evaluating its potential to drive innovation and cost-efficiency in customer service. What is the business case for leveraging Einstein Service Agent, conversational AI, and other chatbots? Three observations on the potential impacts on organisations: 1 / On the cost side, I see a good opportunity for further cost reduction. Obviously. These tools reduce the need for large customer service teams, cutting down on operational costs. Because they
The Ai-Augmented Transformation
Have you come across the term “Augmented Transformation”? This morning, as I sipped my coffee and soaked in the sunshine, my table was strewn with newspapers and articles. They ranged from “Spotify’s talent acquisition troubles in Sweden” to debates on whether “Apple should integrate ChatGPT.” One article, in particular, stood out. It delved into the concept of “Augmented Transformation.” This idea is catching fire, especially with the rise of various GPT models. Essentially, “Augmented Transformation”
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 last 15 years. Here are 6 observations. 1. Gone are the days with cheap financing. Fintech firms are switching strategies. Fintech firms are going to rethink their strategies. From expansion to profitability. Reason? For long,
Stadium: Joining the Movement
Today, I am “joining the Movement” and I am speaking with Pino Roscigno, who is the Commercial & Brand Director at Stadium, the leading sporting goods retailer in the Nordics I would like to understand how market and technological dynamics are rewriting the rules of competition in one of the most competitive industry in the world, forcing brands to rethink the way they work. I mean: The changing consumer shopping behaviour and the trend towards
PostNord: Exploring Customer Experience and Business Agility
I am speaking today to Anne-Christine Lane, Vice President and Head of Analytics & Automation at PostNord, the Nordic Postal Services company Customer Experience and business agility is the topic I am exploring today. In a recent post, I was discussing some of the options organisations have today to address the changing customer engagement paradigm across their value chain. I was arguing that, even though the aim of creating experiences that customers desire and want might