Data, Big Data, Insights all great if you have the data captured in a format and place you can use it. with CRM it is difficult enough to get users to capture all the data you want, let along telephony data. Now add the complexity of an increasingly mobile workforce. How do you best capture more data from mobile users with less effort, what are the options and barriers?
In this episode our guest is SAP CX’s President, Alex Atzberger. We discuss SAP’s leadership decision to go big in CRM, the acquisitions and engineering that followed, and the strategy...
In the age of Big Data, companies are pushing to collect and analyze as many data sources as possible so they can enrich the customer experience and drive sales. One way to gather rich data is by integrating Customer Relationship Management (CRM) tools with business intelligence (BI) platforms. CRM provides companies with customer-centric data that directly relates to satisfaction, engagement, and experience metrics – while BI can add an additional layer to present this data in a meaningful and actionable way.