August 21st, 2014 by Maria Minsker

Aside from a slightly depressing declaration from Microsoft Dynamics’ Bob Stutz that “CRM is dead,” this year’s CRM Evolution was an optimistic gathering of analysts, vendors, and customers. So what was the theme of this year’s conference? As the silos between marketing, sales and customer service come down and social, mobile and digital channels continue to blur into holistic customer experiences, there’s one key thing that companies should be focusing on at every level of the organization: engagement.

Here are the top 10 takeaways from conference presenters:

1. “The digital disruption is more than just a technological shift. It’s about transforming the business model and how we engage… We’re no longer selling products. We’re selling experiences.”


-Ray Wang, principal analyst and founder, Constellation Research

2. “Engagement must be internal and with the customer. “If there’s no engagement between marketing, sales and service, you can’t even begin to effectively engage the customer.”


-Bob Stutz, Group VP, Dynamics CRM, Microsoft

3. ” When thinking about engagement, we need to acknowledge that the power has shifted. The customers are in control now.”


-Volker Hildebrand, VP Product Marketing of CRM, SAP

4. “When it comes to VoC, most organizations are doing a little bit of everything, everywhere and in silos. Stop the madness! Be consistent and smart about how you approach customer feedback.” 


-Leslie Ament, SVP, Research, & Principal Analyst, Hypatia Research Group

5. “Connected mobile has big implications for virtually all areas of business. Mobile is the one place where people’s converged identities can be pinpointed…Connected experiences are better experiences, and you have to deliver experiences that customers can’t live without.”


-Michael Fauscette, GVP, Software Business Solutions, IDC

6. “Because of social media, marketing, sales and customer service teams are finally in the room together.”


-Katy Keim, Chief Marketing Officer, Lithium Technologies

7. “Social used to be all about listening, but now it’s about converting that insight into action.”


-Steve Kraus, Senior Director, CRM Product Marketing, Pegasystems

8. “To align sales, marketing, and customer service, you have to align metrics.”


-Bob Dunfee, VP, ONE Evangelist, 

9. “We need to start thinking of engagement as a service, and engage customers on a one-to-one basis consistently while maintaining context throughout the buying cycle.”


-Charlie Isaacs, CTO, Customer Connection,

10. “When you take a customer driven perspective, every conversation shouldn’t be about selling a product.”


-George Wright, Senior Vice President and General Manager,

[…] the organizers of the event, did a good recap. Read their top 10 takeaways of CRM […]

Pingback by Engagement, engagement, engagement | Knowledge Management for Self Service, KM Strategy - RightAnswers BlogKnowledge Management for Self Service, KM Strategy – RightAnswers Blog — — August 28, 2014 @ 12:48 pm

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