For the rest of the May 2004 issue of CRM magazine please click here
"Service is a true definer of the relationship between a customer and company."
--Mark McCluskey, research director, AMR Research
"Success in CRM is a journey, not a destination."
--Stephen Davito, director of professional services, Remedy
"In our world CRM stands for Can't Replace Marketing."
--Dave Sutton, president, Inforte
"The speaker was great. He said we could actually set up improved business processes before we implement the [CRM] technology."
--attendee at DCI's CRM Conference and Expo
"Analytics has really become pervasive in CRM."
--Rob DeSisto, vice president of CRM research, Gartner
"Customer behavior is the driver of profitability. Transaction and event detail is essential in understanding the true picture and enabling action."
--Rick Volz, director of business development, Teradata Profitability Analytics
"It definitely makes a difference in profitability to have loyal customers versus customers who are inert."
--Kathleen Khirallah, senior analyst, Tower Group
"If you don't understand customers' business needs, how can you solve their problems?"
--Barry Solomon, executive vice president, Interface Software
"One size doesn't fit all; you have to find a [CRM] system that fits your unique needs."
--Richard Berquist, CTO, senior vice president, and PeopleSoft Fellow, PeopleSoft
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