For the rest of the March 2004 issue of CRM magazine please click here
"When you create the right kind of partnership with customers, they want to stand up and tell others about it."
--Deborah Nelson, vice president of marketing and customer insight, Hewlett-Packard
"CRM is not customer service software, but the broad business strategies to attract and retain the customers you want to have for life."
--William Green, COO, client services, Accenture
"We have to say, 'What have we got, what does a customer want, and how can we put that together for a win-win situation that provides value to both organizations.'"
--Marie Eckstein, global industry executive director for process industries, Dow Corning
"Unless you know what customers bought, how do you upsell, cross-sell, or give better service?"
--Zach Nelson, CEO, NetSuite
"Everything we do should be to help our marketing customers reach their goals and help our users improve their user experience."
--Elizabeth Harz, category development office, Yahoo!
"Successfully realizing ROI means working shoulder to shoulder with your vendor to meet goals."
--Robb Eklund, vice president, CRM product marketing, Oracle Corp.
"Customers are at different comfort levels [with service and sales touch points]. You have to offer them choices they're comfortable with."
--Carol Strenger, vice president for e-commerce sales and support, UPS
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The Immersion Approach That Helps Customers Make and Implement the Right Technology Decisions