Magazine article CRM Magazine

What CRM Trend Will Have the Biggest Impact in 2005?

Magazine article CRM Magazine

What CRM Trend Will Have the Biggest Impact in 2005?

Article excerpt

Janice Anderson, chair and CEO, Onyx Software "Integrating business processes across departments and channels. Companies talked a lot about it. Now it's high on the radar screen [for putting into action]."

Joe Bergerra, senior vice president and general manager, Contact Management Solutions, Best Software "The major trend in 2005 overall will be consolidation. The consolidation among CRM players will continue unabated. So customers will go with the companies they see as having staying power."

Divesh Sisodraker, president and CEO, Pivotal "Today people understand that CRM is a business strategy. People know that technology is an enabler for that. I think people understand that when you're making fundamental changes to your business, you don't do it just once--it's ongoing. So they want to understand how flexible the software is and how it can adapt to their changing business."

Karen Richardson, CEO and director, E.piphany "The single biggest trend that's going on in CRM is this passion that CIOs and business leaders have about getting more value from what they're already doing. It's not, I'll get a new widget to replace the old; it's, how can I incrementally eke more out of the systems we have? People have realized that transactional automation is table stakes."

Michael McCloskey, CEO, FrontRange Solutions "[Organizations] are going to spend money in 2005. They will be more customer service focused. Not just with tools, but with best practices. [CRM users] are also looking for value. They're price conscious. …

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