Customer experience platforms

Updated: November 16, 2018

2018. Zoho CRM enables to convert website live-chats to phone conversations


Zoho updated its unified customer experience platform Zoho CRM Plus. The new version doesn’t just allow your customers to reach out to you through the channel of their choice, it also helps your business teams switch across channels at will. Your sales reps can convert website live-chats to phone conversations, support agents can make or answer calls from within their ticket interface, and your marketers can convert social media interactions into tickets to get problems solved faster. With the bew ASAP plug-in for Desk plug-in, customers will be able to quickly find answers sourced from your business’s knowledge base, raise tickets directly, and even chat with your support agents from within your company website or mobile app. New Blueprint lets you build and automate processes that run across your sales, marketing, and support teams. Take your daily sales orders, for example: You can set up a Blueprint for your sales orders that involves both your sales and support teams so that approving a sales order in CRM will automatically create a ticket in Desk, and conversely, the sales order will be marked as “Delivered” in CRM when the delivery is completed in Desk.


2018. Zendesk launched customer service app builder


Zendesk announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk’s toolset. Companies can build apps on top of Sunshine, typically customer experience or customer relationship apps, and they will be hosted natively on AWS and have access to all the AWS services. And all of the applications rely on the Sunshine platform for information sharing. This approach is aimed at helping Zendesk customers build applications to take advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent developers could begin working on the platform too.


2011. CEM - in center of Adobe's strategy

CEM
How do you think, what is the foundation of Adobe's business? Design programs (Photoshop, Dreamweaver, Premiere ...). Maybe Flash? Perhaps PDF? It turns out that all these technologies - are only means to achieve a higher goal. Adobe's strategic spheres of competence are shown in the picture above, and the central object in this scheme is CEM - Customer Experience Management. Indeed, the multimedia content created in Adobe's design software: graphics, websites, videos ... - is primarily intended to impress customers. Flash and PDF form the platform to deliver this multimedia content via any computer or mobile device. Adobe LiveCycle solutions help to engage customers in business processes. But recently Adobe CEO Shantanu Narayen recognized that there is a missing part in this puzzle: "This creative job is worthless without analytics and tracking revenue and statistics." ***


2010. RightNow: CRM is dead

RightNow CRM
Surprise! Jason Mittelstaedt, CMO at RightNow (the company that for a long time has been among leaders of the CRM industry) says that nobody wants to hear about CRM anymore, because they have heard it all and no longer believe the promises of CRM vendors. According to Jason, last year, the annual CRM Conference, which was held by Gartner and sponsored by RightNow - was the dead event and attracted minimal public interest. Vendors were showing the presentations that they have given seven years ago. Jason argues that CRM is a bit old hat, and it is time for a new generation of software that RightNow calls CX (Customer Experience). RightNow is not a pioneer in Customer Experience theme. Industry players have been talking about CEM (Customer Experience Management) already for a couple of years. So, what's the difference between CEM and CRM? ***