August 26, 2009
CRM Evolution 2009 a Success
The three day CRM conference hosted by CRM magazine in NYC is complete and has succeeded in bringing together the visionaries, pundits, evangelists, media, vendors, adopters, buyers and even some skeptics for a knowledge sharing exchange that left participants satisfied but wanting more.
As suspected, social media and social CRM were the most frequent presentation topics. The conference had the good fortune to attract Paul Greenberg as the keynote who provided the data, trends and insight to clearly demonstrate that social media can no longer be ignored by the intelligent enterprise. However, recognized Forrester analyst Bill Band brought his research and balance to the social media pitch, and suggested while the excitement continues to grow, social media remains in an embryonic stage with low enterprise adoption. That leaves me and the other attendees with the diverse opinions of two smart guys and the challenge to leverage their research in a way that influences our product planning so that we stay ahead of the curve and with the means to solve our clients’ future business problems and opportunities.
So how does all this social media stuff affect Aplicor and our customer and partner community? I think Brent Leary of CRM Essentials said it best by simply stating that CRM applications will best serve their customers if they can make the transition from customer information systems which process transactions to Customer Managed Systems which facilitate collaboration as dictated by the customer as well as aid the enterprise in advancing from yesterday’s goal of customer loyalty to tomorrow’s goal of customer advocacy.
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Posted by Chuck Schaeffer on August 26, 2009 in SaaS
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