Ruminations on CRM following Gartner's industry bash

USA: Gartner's annual Customer Relationship Management Summit stirred up a lot of speculation over the way the industry is evolving. The focus on Web 2.0 was intense and expected, but attendees also found plenty of grist for debate over CRM's fundamental principles.

Gartner's CRM conference is always a big event for the industry. The 2008 gathering, which just wrapped, was no different, with attendees leaving the Gaylord National Resort and Conference Center in Oxon Hill, Maryland, in a thoughtful mood over the direction CRM is heading.

Not surprisingly, there was a lot of buzz around social networking, Heidi Cerenzia, director of marketing for Chordiant Software, told CRM Buyer.

"Three great sessions were Gene [Alvarez'] 'Web 2.0', Jim Davies' 'The Role of Technology in Improving CE', and Matt Goldman's 'Magic Quadrant criteria' session," she said.

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