What a summit! The Gartner CRM Summit was packed with many interesting and informative lectures and workshops. Going into the conference Jon (LiveLogic founder) and I were primarily interested in surveying the level of interest in customer analytics. We also hoped to gather success stories in the form of case studies focuses on analytics as applied to CRM. Gartner delivered on these expectations and much more.
While there were a few software references the overall tone of the conference was not tool centric. The magic quadrants were referenced in several of the lectures I attended, but this was always followed by a disclaimer. Instead, the focus was on services (internal and external).
The ongoing message was around adding value through analytics. Several lectures were directly focused on this topic and many others included analytics as part of their discussions as well. It is great to hear the emphasis on adding measureable value at a marketing summit. There were also many references made to the need for quality data sources. MDM and data quality were discussed in detail. The industry is clearly changing.
Great job Gartner.
http://www.gartner.com/it/page.jsp?id=685208
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