For the rest of the July 2004 issue of CRM magazine please click here
"The main thing CRM has done for our company is change our culture to be more customer focused.
--David Brooksbank, manager of market development, Colfax Power Transmission Group
"Companies must realize that systems don't exist in a vacuum. CRM process changes effect ERP and supply chain management."
--Scott Nelson, vice president and distinguished analyst, CRM, Gartner
"How can we integrate the voice of the customer into the organization so it drives the organization?"
--Anthony Pichnarcik, voice and customer pricing leader, global marketing and business development, Honeywell
"It's not so much the size of the ROI that matters [anymore], but the speed of the return."
--Leo Apotheker, president, global field operations, SAP AG
"Every day we all interact with customer systems. Sales, marketing, and service--the customer-facing applications--this is where we will remain focused for the next decade."
--Tom Siebel, chairman, Siebel Systems
"Customers want a full suite of integrated applications from one strategic partner."
--George Ahn, group vice president and general manager, PeopleSoft CRM
"The military, the CIA, law enforcement officers--all of these agencies have come to the conclusion that they better start sharing information and now the money is flowing for CRM."
--Barton Goldenberg, president and founder, ISM