Voices of CRM

September 20, 2006  3:15 PM

Gartner’s Scott Nelson on CRM strategy

Barney Beal Barney Beal Profile: Barney Beal

Scott NelsonScott Nelson is a managing vice president with Stamford, Conn.-based Gartner, focused on CRM and its relation to other applications within the enterprise such as ERP and supply chain management, as well as CRM strategy.

He has been researching CRM for the past seven years at Gartner and focuses particularly on CRM strategy and vision.

August 29, 2006  3:09 PM

Martha Rogers on Return on Customer and Customer Value

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Martha RogersIn this podcast, Martha Rogers, who has co-authored with Don Peppers six books on marketing and customer relationships, discusses her concept of Return on Customer, customer lifetime value and how forward-thinking organizations are measuring the customer experience and customer value.

Rogers co-founded the Norwalk, Conn.-based Peppers & Rogers Group, a customer-focused management consulting firm.

August 1, 2006  3:05 PM

Zach Nelson on CRM and ERP integration

Barney Beal Barney Beal Profile: Barney Beal

Zach NelsonIn this installment of the Voices of CRM podcast series, Zach Nelson, CEO of NetSuite Inc. in San Mateo, Calif., talks about NetSuite’s beginnings, the CRM market and the importance of integration between ERP, CRM and e-commerce systems. Nelson also discusses how NetSuite’s CRM approach differs from Salesforce.com, RightNow, SAP and Siebel.

Nelson has served as NetSuite’s CEO since 2002, previously holding posts at Network Associates, myCIO and Oracle.

June 28, 2006  2:55 PM

Richard Feinberg on call center technology and outsourcing

Barney Beal Barney Beal Profile: Barney Beal

Richard FeinbergOur Voices of CRM podcast series continues with this conversation with Richard Feinberg, director of the Center for Customer Driven Quality at Purdue University. Feinberg shares his thoughts on call center technology, including speech technology, Voice over Internet Protocol (VoIP), how companies are now paying for some of the mistakes of call center offshore outsourcing and the best way to measure customer satisfaction.

Feinberg, a PhD, is also a consumer psychologist and professor in the Department of Consumer Sciences and Retailing at Purdue. He teaches courses in consumer behavior, retailing, “e”-retailing, CRM and leadership.

May 30, 2006  2:52 PM

John Roberts of SugarCRM talks open source

Barney Beal Barney Beal Profile: Barney Beal

John RobertsIn this podcast, John Roberts, CEO of SugarCRM, discusses the present and future prospects of open source CRM, compares it to on-demand CRM and shares why he stays friendly with Microsoft, a company many in the open source community consider a foe.

Roberts, Clint Oram and Jacob Taylor co-founded SugarCRM in 2004. The three men had previously worked together at Epiphany. Roberts has also held sales and marketing positions at BroadVision, Baan and IBM.

May 1, 2006  2:44 PM

Paul Greenberg on new media, CRM training

Barney Beal Barney Beal Profile: Barney Beal

Paul GreenbergIn this installment of the Voices of CRM podcast series, our conversations with CRM luminaries, we talk with Paul Greenberg, a longtime CRM industry observer and author. Paul discusses the history of the CRM market, the impact of new media and the essentials of CRM training.

Paul is a veteran of the CRM industry, president of the 56 Group LLC, a CRM consultancy based in Manassas, Va. and the author of CRM at the Speed of Light, now in its third edition.

His blog, PGreenblog, was named 2005’s Best CRM Blog by SearchCRM.com’s readers.

March 30, 2006  2:33 PM

Microsoft’s Brad Wilson on on-demand CRM

Barney Beal Barney Beal Profile: Barney Beal

Brad WilsonIn this podcast, Brad Wilson, general manager of Microsoft CRM, spoke from Convergence, Microsoft’s main CRM-related conference, on Microsoft and on-demand CRM.

Wilson, whose background includes stints at PeopleSoft, Epiphany and a number of start-ups, shared his experiences in the CRM market over the past 12 years and what to expect in the future, both from Microsoft and the market, including on-demand CRM. Wilson also discusses what he sees as “the next killer app in CRM.”

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