Ecosystems are about the customer! Are they? Think again!

Ecosystems is all I say — was his post in Linkedin. And as you can imagine, this sparked quite a discussion. Why? Because “he” is SAP’s venerable Chief CX Evangelist Esteban Kolsky.

Not that it needs a reason to invite Esteban to a CRMKonvo (because he is always good for a well founded opinion) but this discussion and the topic itself certainly made it highly interesting to cover some ground and Esteban is always good for a lively discussion.

What is an ecosystem — and how does it relate to the word “symbiosis” — if at all? How does one get an ecosystem viable? What is fairness in that context? Is trust a factor? Fairness? Or is that all too fuzzy?

And — spoiler alert — as you can imagine by the title: They do not revolve around the customer. I will not tell you what it is though and leave that to Esteban himself.

Best of all: Some highly interesting insight in the comments as well.

Enjoy the CRMKonvo. We certainly did!

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Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation

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Thomas Wieberneit

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation