Silent Disruptor with Benjamin Herrmann

Customer Experience is quite delicate. Listening, thinking ahead,
playing the ball at the right moment. The customer should be
supported, not harassed. A question of attitude (Haltung). At the
SAP Now Event in Berlin (https://events.sap.com/sapnow/en/home), I
met Benjamin Herrmann. As Head of Digital Commerce, he is
responsible for developing the SAP Store as well as an increasing
number of marketplaces such as Amazon for the distribution of SAP
products, services and training. S. A complex service, in which
besides Benjamin's customer also his customer plays a central role.
After all, it is often the small conscious things with which you
make a positive difference to customers, relieve. But how can this
succeed smoothly? Especially when working together virtually and
with digital tools? Finally, it is a fine line not to spy on or
harass the other. A question of attitude. Treating each other.
Silently disrupting. This podcast is about the following questions:
- How can one succeed by being the decisive step ahead of the
customer? How can you ensure at the moment the customer reaches out
for a screwdriver, that he also reaches the right screwdriver? -
How does communication to the customer have to be designed in order
to ensure a smooth process? What needs to be considered to not
disturb the customer? - What exactly does attitude mean in this
context? And why is this so central? - How can data, software and
technology support this process? What details make the difference?