Heard and Overheard
"Strategy without metrics are only wishes."
--Charles Phillips, copresident, Oracle
"Just as organizations have over time become smarter about applying new technologies and approaches, organizations are getting smarter about CRM."
--Peter McCullagh, group vice president for CRM strategy, Siebel Systems
"The value of a business is nothing more or less than the value of its customers."
--Don Peppers, cofounder, Peppers & Rogers Group
"More and more CIOs are saying, 'If I don't have a business sponsor, then I'm not doing the project.'"
--Erin Kinikin, vice president and director of research, Forrester Research
"What always wins is there is a meaningful benefit for customers."
--Bruce Kasanoff, author of Making It Personal
"Over the past few years CRM has been battered and bloodied, but refuses to die. It remains a key strategic initiative."
--Steve Bonadio, senior program director, META Group
"The way customers are getting service is completely changing."
--Greg Gianforte, CEO and founder, RightNow Technologies