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Showing posts from April, 2019

How to Thrive in the Age of the Customer

Returning from an interesting SAP Now event in Berlin with a strong attendee focus on customer experience is the perfect opportunity to start thinking about how to thrive as a company in the age of the customer. Being busy with and at our own valantic booth and an exciting IoT-Chatbot showcase I sincerely could not attend as many presentations as I wanted to. First letā€™s establish what the age of the customer means. What is the age of the customer? A few years ago the term ā€šthe customer is in controlā€™ was coined. This was back in the first hype around social media, around the same time the term ā€šsocial CRMā€™ got created. Some companies, for example Microsoft, are still using it. In the beginning ā€šthe customer is in controlā€™ referred to the idea that social media put customers in a far more powerful position vs. businesses, because the higher reach that social media offered, changed the balance of powers between customers and vendors. Or so vendors of enterp...