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Customer Relationship Management (CRM)

Customer Relationship Management (CRM)
Customer Experience in 2021Customer Experience in 2021

How far have customer experience (CX) digitization efforts come in 2021?

Where should you begin when designing CX architecture?

Top Answer: With customers.  It’s critical to get customer focus groups, digital surveys, and also behavioral tracking via APIs and clicks (eg. amplitude and Pendo) to get clarity both stated and unstated intent.  This will help prioritize key CX areas to improve or develop.  

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If you are a current SAP customer, when do you plan to migrate to SAP S/4HANA?

Top Answer: No plan to migrate soon.

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How can we shift consumer behavior to encourage more sustainable practices?

Top Answer: I've seen a number of startup companies that are looking at the consumer behavior aspect and that instant gratification mindset. They’re trying to gamify it by giving the consumer choices that might change their behavior. For example, at eBay, we had this competition from our sustainability team. All these different groups came together to create a sustainable shipping box. The idea was that it ships out with a tag on it. If you reuse it, that tag gives you credit, which can change someone’s behavior. From the infrastructure side, the reason I wanted to get a baseline together is that when we know there are seven million locations, we know that they consume 594 terawatt hours of energy. We know what that energy is from—each of the real estate addresses for those locations can be reported. Imagine if you then set the consumer behavior like Netflix; instead of deciding, “I only want to watch this,” I'll opt in on the sustainability side, which means it will route through the data center locations that are renewable. Then there's packet tagging all the way through. There's a technology aspect of it. It’s interesting consumer behavior. And you can get them engaged in that way but you have to gamify it so that they get something out of it.

Do you see a disconnect in the feedback cycle between the product and the customer at your organization?

Top Answer: When you look at business application software, my sense of things from working with our product team is that they're too customer-driven in some ways, and it tends to be very reactive. Because when one of your big customers says, "I need this thing," you go build it. Pretty soon, you have this Frankenstein monster that wasn't designed holistically. It was built through a bunch of reactive changes. Major vendors like Oracle, SAP, etc., will tell you, "This is best practice and this is how it should be done." But I’ve realized that’s because their first customer asked for something a long time ago, they built it and that became best practice. They laid the foundations based on their early customers and then you can't really change it. When vendors say “best practice”, they don't mean that they tried 18 different things and determined that this is the best one. What they mean is, “This is the easy one to do in our system that was created based on what our biggest customers asked for, so that's what it is.”

What are your thoughts on SaaS management platforms (SMP)?

Top Answer:

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People & Leadership
Strategy & Architecture
Cloud
End-User Services & Collaboration
Process Management
Governance, Risk & Compliance
Data & Analytics
Business Intelligence
Security & GRC
Disruptive & Emerging Technologies
Team & Organizational Design
Talent Management & Performance
Culture & Values
Financial Management
Security Strategy & Roadmap
IT Strategy & Roadmap
Outsourcing & Managed Services
Network
Compute
Storage
Backup & Disaster Recovery
Public Cloud
Hybrid Cloud
Contact Center & Telecom
Data Center
Device Management
End-User Devices
Mobile
Productivity Tools
Collaboration Solutions
Document Management
Finance
Business Applications
Legal
Human Resources (HRIS)
Technical Product Management
Software Development
DevOps
Quality Assurance
Continuous Integration/Continuous Deployment (CI/CD)
Enterprise & IT Service Management (ITSM)
Availability & Capacity Management
KPIs, Metrics & Reporting
Vendor Management
Service Desk
Management Tools
Risk Management
Regulatory Compliance
Data Privacy
Artificial Intelligence & Machine Learning (AI/ML)
Data Warehouse
Integrations
Data Lake
Threat & Vulnerability Management
Identity & Access Management (IAM)
Security Operations Center (SOC)
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Vendor/Product Recommendation
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Customer Relationship Management (CRM)
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Threat Intelligence & Incident Response
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Employee Engagement
Mentoring & Coaching
Training & Certification
Business Relationships
Portfolio, Program & Project Management
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Big Data
Vendor/Product Assessment
Asset & Configuration Management
Infrastructure
Performance
Contact Center Solutions
Applications & Platforms
Engineering
Operations Management
Mobile Development
Testing
Data Protection & Encryption
What are the worst customer experiences you’ve had?

Top Answer: In recent history, my worst customer experience was a year ago, when I was trying to activate my Apple 12 pro and get the $700 credit. I tried to work with AT&T to ensure I didn't lose that credit and tried to do everything online. I ended up having to go into the AT&T store to make them do it the old fashioned way. But it was a complete failure from start to finish, trying to complete the activation and keep my credit intact.