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#Cloud in 2020 Forum: Recognize and Respond to the New Face of Customer Relationship Management

SAPPHIRENOW this year will be richly interspersed with great sessions but you shouldn´t miss our special forum Cloud in 2020: The Driving Force of Business Outcome at all which I am happy to sponsor in Orlando June 4th.


Cloud computing has become a driving force of unprecedented change across the IT and business landscape. Use this forum to learn what you can do today to prepare for tomorrow. Our Cloud experts will delve into all aspects of cloud and span business value across all deployment models and cloud areas. Get ready, building the foundation for 2020 begins today.


We are more than happy to have Bert Schulze (@BeSchulze) on the Agenda giving insights about how to Recognize and Respond to the new Face of Customer Relationship Management.


“You have to predict and deliver on customer needs before they arise.” The world interacts differently and we all consume service that did not exist a decade ago. A rapidly changing world creates new pressures and – of course – new opportunities.



Nearly all CRM systems in use in the marketplace today are built under the assumption that companies own the customer relationship. That it not true anymore in a world where customers are better informed than ever and listen to peers, not to Marketing. Companies need to listen and understand their customers and sharpen the prospect´s profiles over time to win them as customers and speak about their experience with peers to close the loop and start again.


Prospect2Promoter.png

What does it take to engage with customers like never before will be outlined by Bert during his session.


Companies struggle with the new ways and with the management of exploding data, today mainly from social networks and mobile devices. But soon we will see wearables, drivables, flyables, scannables and printables on large scale producing more data.


It’s on the companies to gain the right insights, filter and understand signals and gain competitive advantages from the new sources. Building a network of promoters is a key driver to attract and retain more customers.


Bert´s session will cover:

  • Why companies don’t own the customer relationship
  • Why Companies struggle finding repeatable customer engagement patterns
  • Why companies need the right insights at the right time
  • Why they need to provide services to win customers and turn them into promoters to start the cycle again and again


Let’s take the step into a new era of Customer Engagement.


The entire agenda of the Cloud in 2020 Forum can be found here. If you want to register, please follow this link.


We are looking forward to welcome you onsite in Orlando on June 4th.


Follow us per twitter @SDenecken and @SAPCloud

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The forum #Cloud in 2020: The Driving Force of Business Outcome at #SAPPHIRENOW

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