For Whenwhyhow, still a non VC-backed startup, we feel that this recognition confirms that our vision is very innovative and yet complementary with the traditional CRM and customer analytics approaches. At Whenwhyhow we are highly motivated to complete our planned feature roadmap, enriched progressively with feedback coming from our early-adopters.
The missing link of digital transformation is facilitating the understanding of the customer mindset and transforming it into more empathetic and engaging interactions, key for long-term fidelity and customer experience. We aim to “digitalize” the ability of each bank clerk, travel agent or insurance agent to understand their customers preferences, concerns, times to decide, etc., and create long-term engagement and trust. We think that, in the new mostly digital or digital native customer world, where churn is more likely, the focus on keeping long term happy customers will be key for monetization and it will reduce the need for new customer acquisition or re-engagement costs, especially in verticals such as banking/fintech, travel, insurance, telcos, etc.
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 “Cool Vendors in CRM Customer Service and Support,” Steve Blood, Nadine LeBlanc, Jason Wong, Drew Kraus, Brian Manusama, Bern Elliot, Jim Robinson, May 15, 2020
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