30 December 2009
- Companies Return To Investing In Their Most Important Asset - Customers
- Social CRM Hype Reaches A Crescendo
- CRM Evolves To Become The Customer Management Ecosystem
- Price/Value Trumps Functionality In Purchase Decisions
- Customer Service Moves Back Into The Spotlight
- The Struggle To Integrate Customer Data Continues
- Scrutiny Of Business Cases Remains Intense
- Following Best Practices Separates Winners From Losers
29 December 2009
- Regulatory mandated proactive communications.
- Communications monitoring of employees across devices.
- Customers will initiate more company interactions via social media tools.
- Taming mobile phone spend.
- Analytics and contact-center process re-engineering.
- The communication-enabled business process concept will finally come into its own as a workflow tool that’s easy to deploy.
- Unified communications: workers will, in three seconds or less, and three clicks, have access to many more resources
23 December 2009
- SFA Will Take on a Whole New Meaning, and Redefine CRM Once Again.
- Social CRM is (Pretty Much) Ready for Prime Time.
- Open Source is Still Important in 2010, and Still Not a Business Model.
- Older SaaS Players Will Begin to See Pressure from True Cloud Applications
23 December 2009
- The cloud adoption trend will continue, and vendors without real software-as-a-service strategies will be even more challenged to compete.
- Cloud platforms will allow ISVs to develop, market, and monetize cloud applications at a dramatically faster rate than traditional ISV development.
- Analytics go mainstream, as the user population expands beyond the traditional base to include marketers, risk managers and call center staff.
- Structural unemployment cuts of 2009 will not be reversed in 2010 because organizations that have automated
21 December 2009
- Social Marketing technologies and strategies emerge as important aspects of corporate thinking
- Mobile CRM becomes a top priority for business and technology vendors
- Technology companies embrace “social” versions of multiple parts of the enterprise value chain including (and especially) CRM, SCM, and maybe even ERP
- Companies are moving toward creating ecosystems to fill out social CRM portfolios
- Open Source as a factor in CRM will no longer be a differentiator
- Customer service becomes the leadi
31 January 2009