Heard and Overheard

"I have yet to talk to a CEO who says he or she has all the information at the right time to make the best decision for their business." --Joe Forehand, chairman and CEO, Accenture "With the maturity of CRM there is a demand for turning that [customer] information into insight: How do I take existing customers and make every interaction count that much more?" --Brad Peters, senior director, analytics, Siebel Systems "The bottom line is, you have to improve the customer experience." --Debbie Ingram, marketing director, Unipress Software "[With hosted CRM] there's no need for the bus of consultants to come in." --Clarence So, vice president of product marketing, Salesforce.com "Knowledge management and competitive intelligence are natural internal allies." --Arik Johnson, founder and managing director, Aurora WDC "Customers say the success of their CRM deployments has to do with how well [their users] can use the tools." --Mark Lange, vice president, global product marketing, human capital management, PeopleSoft "To take a generic [CRM] product that was built like Legos and put it into a dealership--it will fail every time." --Doug Towle, director, marketing services, ADP