Great write up on the SCRM Summit held in DC a week or so ago. Here’s my comment, it makes complete sense that strong, personal ties are created or strengthened at gatherings like this, that’s what conferences are intended to do. The challenge or dilemma is defining how to translate the the “excitement and newness” of the various SCRM apps/tools/idea exchanges into workable, viable processes that enterprise sales/marketing/support professionals can utilize. I understand that one can friend a person or company on facebook or follow someone on Twitter, but defining optimal methods and approaches to become a truly customer-centric business vis-a-vis the CRM or SCRM apps is anything but clear. Taking the personal connections of face-to-face meetings as your SCRM blog describes and making similar connections using the array of new CRM technologies from a business perspective needs a lot more clarity and discussion.

I’d love to know how Forrester views this rapidly changing and dynamic space from a business user perspective?

Thanks,

Jeff Lionz
jeff@lionzforce.com