Sheryl Kingstone Customer Quotations

Mobile CRM solutions are improving customer focus and putting field sales and service forces together at the center of corporate revenue responsibility. Mobile CRM is showing its real value by helping performance-driven organizations sell smarter, deliver highly personalized services, and enjoy higher levels of customer satisfaction by delivering time-critical information to field personnel, when they need it most.

The contact center--the single most important point of contact for responding to customer needs--must become more agile, provide a consistent customer experience, and be optimized for improved performance. The Microsoft Customer Care Framework helps break down the current barriers that exist.

For years we've been talking about providing a single view of the customer and trying to consolidate all the different departments and initiatives in the contact center. But the agent still has to Alt-Tab between different applications and swivel-chair between different desktops. It's out of control.

Oracle has to bend to what the customer needs. If they don't do that, they're not going to get the value of the investment they made buying Siebel. They're not a dumb company.

You don't spend that much money just for a customer base. If they discontinue the product, they're going to lose those customers anyway, because they won't be happy. So that means they would have spent billions for nothing.

The number-one criteria for staying with a software-as-a-service vendor is going to be customer service and support.

CRM applications now can be so customized that it doesn't matter what the size of the customer is versus the size of the vendor.