Entry

Is Your Organization Ready for the Next Generation of CRM?

Jan 21st, 2008 06:53
Khalid Saleh, Is Your Organization Ready for the Next Generation of CRM?

Judging by Gartner CRM inquiries, interest in our fall CRM Summit and 
readership of this blog, CRM is definitely back on many firms' 
agendas. However, there is a difference in the focus of CRM today. Not 
only are more firms recognizing that CRM is a business strategy rather 
than just another IT project, but many are realizing that there is 
also a "C" in CRM, or "customer" in customer relationship management. 
That's why we've chosen the theme of "CRM 2.0: The Next Generation of 
CRM" for our September CRM Summit in Chicago. It emphasizes the 
ability of companies to look from the outside in (that is, from the 
customer's perspective), rather than looking from the inside out (that 
is, the company's perspective). Balancing both perspectives is 
critical in this next generation of CRM. The upcoming Summit will look 
at customer experience management, innovation, customer loyalty, 
reengineering customer processes and customer analytics as major 
themes. 
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بلوتوث http://mob.fahrs.com
صور http://vb.fahrs.com/fahrs9/
We have lots of great content, with keynotes from Fred Reichheld on 
driving growth through customer loyalty, Don Peppers on customer-
driven innovation and Paul Greenberg on business models for the era of 
the social customer. Jeff Schumacher and Marc Singer from McKinsey 
have a session on change management and collaboration; Peppers and 
Rogers will moderate a session on customer loyalty; and Bob Thompson 
of CRMGuru.com will facilitate a panel on contact center metrics. More 
than 20 Gartner analysts will have more than 40 sessions across five 
major tracks: CRM strategy and implementation, sales and marketing, 
customer service and support, CRM analytics, and CRM technology and 
architecture. 
This year's CRM Summit is the one CRM event you don't want to miss. It 
has answers to all your questions about the next generation of CRM, 
whether you are a business or IT leader or CRM project manager. As 
conference chair for this year's CRM event, I look forward to seeing 
all of you there. 
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