Customer Relationship Management

Customer Relationship Management
Have you seen any great tech solutions to improve customer experience in the post-COVID contactless world?

Top Answer : I had to go to India to bring my daughter who I adopted. There was a period, for 15 days I'd be in Delhi to complete all the documentation. At that point we were in strict COVID mode in India. In the last five days before I was going to leave, it opened up. My appointment to the US embassy wasn't until the last day, and I had nothing to do. As they opened up, they said, "Certain heritage monuments are open. And if you want, you can go and see, but the footfall is really restricted." I took my daughter because I said, "Fine, let's go." The way they did this whole thing, was by making sure that you go online and download a barcode, and that's your ticket. And when you get it, you use your mobile device. It's all contactless. You just read the barcode, you enter without touching anything. Every hour they allowed only 20 folks to go in, and they let 20 out. And when you get out of the monument, it's also contactless. Now in case you did reserve, but you did not buy a ticket, no problem. There was a big QR code sitting right in the entrance of the monument. You take your phone, click it, you got your ticket and you were done. I saw it work so amazingly. They were hurting so much, because Delhi apparently builds a lot of business off tourism. And so this is the way they really innovated. I saw that, and I was like, "Wow, this is something really cool with contactless."

How is your organization handling customer relationship management and customer success in a remote work environment?

Top Answer : At Armis, our typical installation in the past was to send out a solution architect. If it was a hardware appliance, we'd plug it in. If it was a virtual appliance, we'd help them configure all the subnets. Sometimes it took days off our schedule to do things. Now we're doing everything virtually. We're definitely still there to help if they need us, but instead of making them get a solution architect to configure it all, we introduced a self-install kit. So you download the OVA, you turn it on. It's already pre-configured. You add it to your TAP, SPAN, however you want to install it. We added a wizard that can say, "Hey, what do you want to name this thing? Show me all your subnets, all your networks, and we'll go from there." It's a four-step process now, depending on how large your network is. It's been working well.

Related Tags
What role does the CIO play in creating a customer-focused organization?

Top Answer : I'm an academic, so I don't have the same practical expertise that others have, but one of the things that I see right now is that pragmatic solutions are needed. I'm seeing now that 5g didn't completely work, it’s had 15 minutes of fame, but there are parts of it that did work. And so now, a lot of people are putting LTE mesh network corridors in that are by definition secure, because unless you've got the right equipment, you can't get onto it. And so there's a coexistence of different network technologies. And CIOs are the only people that can figure out how to organize that mess, and try and systematically plan on how to move forward.

How do you inspire companies to take on digital transformation, even if they don’t have the money up front?

Top Answer : It's a classic problem and every business faces it.  We'll sit down with customers and say, "Let's write a press release. We're going to release something in five years from now." It seems silly to them at first, but we look at where they want to be, and then we work backwards from that. It really becomes intuitive. We don't have to build that thing on day one, but at least we know the vision that we're driving towards. We start, we fail fast, we iterate and then move forward. It is a much different way of working and thinking. Companies that embrace that have a much better idea of, not only what they want to do, but where their customers want to be, and then how to take the steps to move towards that. When I talk to customers, we'll get everybody hyped up with all the amazing things you can do to transform your business. Then it comes down to, "Oh my God, where do I start?" I can guarantee you in every business there is some group or person that wants to be first adopters. Start there. Don't start with transforming your full IT staff, or vacating 10 data centers in 2 years. Start with the first adopters, the ones that are asking for this transformation. From there you can pilot things, test it out, and prove the model. All of a sudden you start getting inertia within the company. They see the advancements are being made. I always tell them, let's start with the group, business unit, or team within your company that has been asking to do things differently. They're going to be open to it, they're going to be motivated to do it, and they want to prove to the company that there is a different way of doing things.

What are the top three sales ops tools you use?

Top Answer : I feel like a lot of tools over promise and under deliver. And it always comes back to Salesforce. I actually went through experience where, in my previous company, we migrated from Salesforce to Dynamics, and there were some strategic reasons for it. But then what ultimately happened is, two years later, we got acquired and the venture capital firm looked at it and said, "Well, enough of fun, we're migrating back to Salesforce." So two years later, we migrated back to Salesforce. I feel it has this level of simplicity combined with some aesthetic rightness to it. And whoever is trying to build something on top of it, there's all these smart things which start working around it, but it just doesn't have that same flavor. So I can't tell you three, I'll just combine it all to Salesforce.