Sponsor: SAP
Featured Analyst Firm: Gartner
Speakers: Johan Jacobs, Vinay Iyer
Type: Video (16 minutes)
Customer Relationship Management projects typically start off as a simple automation of a single customer facing task but over time, as companies want to manage and align all their customer facing activities to support company goals, these different points of interaction need to be tied together so that the total customer experience across all interaction channels can be managed and improved. For many companies the task of integrating these various points of interaction with each other and with the back end systems becomes quite significant.
You’re invited to an exclusive, on-demand presentation “The value of integration” available now. Our panel of experts assembled from featured analyst firm, Gartner Inc. and SAP will examine new CRM requirements and offerings that bring an end to traditional integration pain points of IT and CRM professionals, showing that companies can be more effective and save significantly by selecting a natively integrated CRM system, where components are designed to work together right from the start.
Tune in and learn from Johan Jacobs, Research Director at featured analyst firm, Gartner Inc. and Vinay Iyer, VP Global Solutions Marketing, SAP CRM as they address:
- What’s changed in the area of CRM?
- How integrated CRM suites are allowing companies to increase competitiveness
- The percentage of CRM projects allocated for integration efforts and why.
- Advantages companies can recognize selecting integrated CRM suites
- How and integrated CRM suite can offer a superior “Total Customer Experience”
- The value of Integration
Any change to and organizations CRM system to address new users, new products or new channels of distribution result in significant integration costs however, companies can be more effective by utilizing a natively integrated CRM system where components are designed to work together right from the start. The result can be a much more nimble and reliable business where the total customer experience is enabled by CRM rather than held back by CRM.
Join your colleagues and learn how new CRM requirements and offerings can bring an end to traditional integration pain points IT and CRM professionals have long been experiencing. Available now.
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About Johan Jacobs, Research Director, Gartner
Johan Jacobs is an enterprise application analyst focusing on CRM and ERP and specializing in self-service channels, processes and technologies. Mr. Jacobs has held several key roles in IT and financial services companies and is well-known as an authority on CRM e-services and ERP competency centers, with a keen focus on all call center multichannels. As the Gartner lead analyst for e-service, Mr. Jacobs focuses on Web chat, knowledge base for self-service, e-mail response management, virtual assistants, collaborative browsing and multimodal communication. Within ERP, Mr. Jacobs is passionate about competency centers and ERP-related support. He frequently speaks at local and international events and is often quoted in the press. Before joining Gartner, Mr. Jacobs was an industry IT analyst focusing on CRM, contact centers and business intelligence.
About Vinay Iyer, Vice President, Global Solution Marketing for SAP CRM
Vinay Iyer is the Vice President of Global Marketing at SAP responsible for CRM thought leadership, social media marketing, go-to-market strategy, customer support and execution. He has been with SAP for over 4 years, starting as a senior solution principal responsible for customer support and development in the High Tech and Manufacturing industry sectors.
Prior to joining SAP, Vinay held roles in product marketing and product management for over 5 years at Siebel Systems in the US and EMEA for both CRM on-premise and CRM on-demand applications.
Vinay brings a wide range of experience spanning product development, marketing, thought leadership, business development and sales. He is a frequent speaker at CRM conferences, and is now championing SAP CRM’s rapid growth in the market.
Vinay has a Master's degree in Electrical Engineering and a MBA from the Wharton Business School.
