I recently had the privilege of attending SAP’s Customer Days 2015 conference in Ft. Worth where I was asked to provide my views about the changing nature of the customer engagement process in the age of the Cloud. Here’s a recording of that interview.

You can also click here to read my views in SearchCRM regarding SAP hybris’ approach to meeting the escalating needs of today’s customers.

THINKstrategies is pleased to be a new contributor to the Future of Customer Engagement and Commerce blog hosted by SAP hybris. The website is focused on the rapidly escalating challenges of omnichannel marketing in the business-to-business (B2B) environment.

THINKstrategies is contributing its perspective regarding how the Cloud, Software-as-a-Service (SaaS), the Internet of Things (IoT) and Big Data are shaping these issues and providing new methods to capitalize on these opportunities.

Our first blogpost discussed why modern customer engagement is a numbers game. Our second blogpost examines who’s responsible for the customer experience (Hint: it’s not the CMO).

Anyone involved in web presence knows it is imperative to engage customers in order to gain their attention and win their business. Yet, most companies grapple with many moving parts in order to execute on this business imperative. Customers have more product and service choices than ever — and less reason to be loyal to their suppliers and service providers.

As a result, they increasingly make purchase decisions based on how engaging they find a supplier’s products and services, and their ease of access. In response to these trends, IBM’s Institute for Business Value 2010 “From Social Media to Social CRM” survey found 88 percent of CEOs said their most important priority for the next five years was to be closer to customers. Given the lower barriers to entry in nearly every industry, this priority is certainly understandable.

Click here to read THINKstrategies’ … Read More »