What’s more crucial to customer success? Systems of engagement or systems of record? Actually, both. However, the customer experience is impacted more by building and integrating systems of engagement than by making minor tweaks to systems of record.
The on-demand SaaS world doesn’t require huge runways and 50 terminals. The largest airport doesn’t get you to your destination quicker. Similarly, there is limited impact by fixing systems of record.
As this analogy portends: the customer experience problem should be addressed on the plane with a captive audience.
Here’s a good article from years ago…too much time has been wasted fixing systems of record in 2016!
Is it possible that the next great SaaS company will look nothing like Salesforce (article)?