This week I'm out in New York at the CRM Evolution Conference and Exhibition. There have been a lot of great speakers but I'm sensing some big themes. Here are my top 5 quotes from Day 2 of this conference.1. It's all about expectationsCRM is simple. So many said - each in their own way - the best customer experience is about meeting (or exceeding) customer expectations. Said differently: deliver on what you promised.Anthony Leaper from SAP added, "Great customer experiences are those that espouse trust, convenience, relevance and intelligence".2. Vendors with a conscience?Natalie Petouhoff: "Pay as you go pricing gives vendors a conscience."3. Larry Augustin, CEO SugarCRM: "We are moving from transactions to lifelong ongoing customer engagement, where vendors are rewarded with repeat business and subscription renewals."4. Personal fulfillment systemsRay Wang, CEO and Principal Analyst of Constellation: "B2B and B2C are dead: it is about P2P. Personalized people-to-people experiences."5. SegmentationEsteban Kolsky, Principal and Founder of ThinkJar: "Customer segmentation (of one?) is the key to delivering great (personalized) customer service."
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