Heard and Overheard

"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