BI SIG: CRM is an Enterprise Strategy-or is it?
Kristen Engelhardt, Senior Product Marketing Manager, CRM, PeopleSoft
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CRM is an Enterprise Strategy-or is it?
Enterprises invest significantly in CRM, however, there are still problems with CRM implementations today. Once enterprises are enmeshed in their implementations, they realize significant business process challenges on two levels. Initially, CRM implementations can point to just how "broken" customer facing processes may be. Additionally, improvements in CRM operations typically point to an even greater disconnection between customer-facing processes and overall enterprise business operations.
Should companies continue focusing on CRM as silos of functionality to improve customer relationship management? Alternatively, is there value in approaching a CRM implementation at the enterprise level? These questions will be explored during a session that will allow for interactive discussion.
About the Presenter
Kristen Engelhardt is a Senior Product Marketing Manager at PeopleSoft Inc., and is responsible for the internal and external evangelization of PeopleSoft's portfolio of CRM solutions. Ms. Engelhardt's current focus is helping PeopleSoft execute on their vision that CRM is an Enterprise Strategy.
Ms. Engelhardt has been covering the CRM market since its emergence in the mid-nineties, first as a Senior Analyst for CRM Services at the Gartner Group, and then as a CRM solutions manager for Cisco System's Internet Business Solutions Group.
Lucie Stern Center
1305 Middlefield Rd.
Palo Alto, CA
6:30-7:00pm registration/networking/refreshments (please arrive before 7:00 PM)
7:00-8:30pm presentation and discussion
$15 for non-SDForum Members
No charge for SDForum members and students with ID
No registration required
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