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