It’s the customer, stupid!

Highlights from the Gartner CRM Summit in London.

The lessons learnt at the Gartner CRM Summit 2009 held on 3 – 4 March 2009 in London were quite clear: Companies need to focus uncompromisingly on the customer – today to ensure loyalty and in future not to go out of business.

In future, it will be critical to understand how the new ways of communication will affect CRM strategies. Long before marketers and strategists in big corporations even noticed, a power shift has taken place from companies managing the relationship to customers, to customers actively managing their relationships with companies. This has significant implications on the skill sets of CIOs and Marketers.

The lessons learnt from the past are still valid: Companies need to focus on change management rather than technology to do better at CRM than their competitors. The good news: Even in this economic downturn, business leaders will invest in CRM, because customer retention is the most pressing goal for most organizations.

The summit drew more than 300 attendees from across Europe to London, bringing together business and IT professionals from a cross-section of organizations and industries. At the networking reception BSI invited the delegates to taste some Swiss specialities (see picture).

The lessons learnt at the Gartner CRM Summit 2009 held on 3 – 4 March 2009 in London were quite clear: Companies need to focus uncompromisingly on the customer – today to ensure loyalty and in future not to go out of business.

In future, it will be critical to understand how the new ways of communication will affect CRM strategies. Long before marketers and strategists in big corporations even noticed, a power shift has taken place from companies managing the relationship to customers, to customers actively managing their relationships with companies. This has significant implications on the skill sets of CIOs and Marketers.

The lessons learnt from the past are still valid: Companies need to focus on change management rather than technology to do better at CRM than their competitors. The good news: Even in this economic downturn, business leaders will invest in CRM, because customer retention is the most pressing goal for most organizations.

The summit drew more than 300 attendees from across Europe to London, bringing together business and IT professionals from a cross-section of organizations and industries. At the networking reception BSI invited the delegates to taste some Swiss specialities (see picture).

More information and sound bites from the summit: europe.gartner.com/crm

 

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