Magazine article CRM Magazine

Heard and Overheard

Magazine article CRM Magazine

Heard and Overheard

Article excerpt

"It's no longer good enough to build the best product--the guy who
builds the number-two product is still pretty good. The challenge is to
provide the customer service that makes the difference."
--Barry Libenson, CIO, Ingersoll-Rand

"If information is gold, then the contact center is the gold mine."
--Oscar Alban, principal, market consultant, Witness Systems

"Government regulation is always a concern. You never know what the
next regulation is going to be and how that's going to affect your
relationship with your customer."
--Jane Johnson, vice president of global marketing solutions at Fair
Isaac

"We're probably the most customer-intimate company on the planet.
We'll do whatever it takes to make a customer happy."
--Steve Biegacki, vice president, commercial marketing, Automation
Control & Information Group

"I don't think you need to be on the bleeding edge, but you need to
be willing to bleed a little bit. You need to be looking at
architectures that are fresh and exciting, and there needs to be some
element of controlled risk. … 
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