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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 let’s establish what the age of the customer means. What is the age of the customer? A few years ago the term ‚the customer is in control’ was coined. This was back in the first hype around social media, around the same time the term ‚social CRM’ got created. Some companies, for example Microsoft, are still using it. In the beginning ‚the customer is in control’ 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