Heard and Overheard
"CRM is about knowing now what you need to better serve your customers."
--Scott Nelson, vice president and distinguished analyst, CRM, Gartner
"A positive customer experience is not just a luxury, it's a necessity."
--Tim Sanders, leadership coach, Yahoo!
"CRM is about data. Bad data is bad CRM."
--Marco Emrich, president and CEO, Sedona
"Users never want to go backwards in functionality, but sometimes they need to rethink how the functionality fits into the business process."
--Erin Kinikin, vice president and research director at Forrester Research
"Their CRM program is a coup for management. They can see right into the pipeline and know whether the reps are meeting their numbers."
--a businessman talking on his cell phone at a Midtown Manhattan shoe shine stand
"Nobody argues that they need CRM. It's, 'What's the return? What do I get out of it?'"
--Jeffrey Longoria, vice president of sales, Firstwave Technologies
"Contact centers are trying to be more strategic, but are stuck in this crisis management mode of [keeping up with] answering calls."
--Steve Bernstein, director, product marketing group, Blue Pumpkin
"The IP [Internet protocol] debate is not when but how."
--Paul Segre, CTO, Genesys Telecommunications Labs
"The whole purpose of data is to work with customers and [partners] better."
--George Ahn, group vice president and general manager, PeopleSoft CRM
Buyer's Guide Companies Mentioned