Written by: Glenn Abel
2/28/2010 10:05 PM 

This year's CRM show was a big success. Thanks to all who participated in the event, we had incredible opportunities to discuss various challenges and successes that exist today in SAP contact centers worldwide. To wrap up the conference, we have compiled our top ten conference highlights:

Top 10 Highlights of CRM 2010:

• 1: Discovering many new customers in the world of SAP contact centers who have issues that can be readily addressed and solved.
• 2: Catching up with existing clients and contacts both within SAP and as part of our existing customer network. 
• 3: Working hand-in-hand with the WIS folks who went beyond the call of duty to help make the show a success: 
  • Len Ganz gets a special mention for helping out in so many ways! Thank you!
• 4: Glenn's session on "Winning strategies to improve the efficiency and effectiveness of your SAP CRM Interaction Center".
  • We had one of the highest turnouts and lots of discussion afterwards.
  • Stay-tuned for some follow-up articles throughout March demonstrating detailed examples of some of the items discussed in the session.
• 5: Girish Somashekar and Vikash Krishna's session on "Case study: How Pepsi Bottling Ventures Improved Its telesales processes using SAP CRM 7.0"  Great job, guys.  We look forward to keeping in touch.
  • Girish and Vikash shared their in-the-trenches experiences from their recent project, which also included SAP BCM implementation.
• 6: John Burton's session on "What's New with the Interaction Center in SAP CRM 7.0".
  • Even though CRM 7.0 isn't new to us, it was helpful to see all of the innovations highlighted at once.
  • It was interesting to notice that not many raised their hands when asked if they know about "Intent Driven Interaction" (IDI). This has been our experience as well and looks like a good article subject.
• 7: Dr. Volker Hildebrand's session on "SAP CRM Solution Roadmap".
  • We were most interested to hear about some planned CRM Interaction Center innovations such as cross-role instant messaging, multiple sessions per agent, as well as media blending capabilities.
• 8: Getting to know our booth neighbors: BCC Distribution, Lean Axis, and GlobalSoft Solutions.  We had a great synergy between us that really helped make the week fun.
• 9: So many networking opportunities were provided throughout the week - it was fantastic for vendor and customer alike to sit down in a relaxed atmosphere to share experiences.
• 10: The many exciting projects that were uncovered and which we look forward to making successful in the coming weeks and months.

Copyright ©2010 Covington Creative

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