Winds of change?

Quite a nice video interview on the SearchCRM site with Gartner analyst Scott Nelson at the recent Gartner CRM Summit entitled ‘CRM’s Not Dead’. Interesting observation that he feels there’s an awakening in the market that while technology is important, so too is a vision about what you are trying to achieve, the need to redesign processes, clean up data, and manage organisational change. He uses a nice example of the contrast in thinking and resourcing on ERP projects as opposed to CRM. To my mind the market’s still technology obsessed, but I hope he’s right that things may be changing.