Bpm’online networking day: an inspiring interaction of industry’s brightest minds

Julia Karnaukh's picture

Bpm’online Networking Day took place last week in Boston and was an interactive event to remember. The gathering brought together CRM integrators, users, industry experts and bpm’online community in a fast-paced interaction that sparkled an array of interesting discussions and inspiring ideas.

Bpm’online, a premium vendor of process-driven software for sales, marketing and service automation, held an event aimed at providing the guests with opportunity to get a glimpse into CRM’s future, looking at how technology and customer experience interact. In fact, Paul Greenberg, sometimes referred to as “Godfather of CRM”, who was our guest of honor, delivered a presentation “The future of CRM” that fired up the Boston’s State Room with questions and exchange of opinions.

A lot of interest and valuable insights brought Panel discussion themed at “Understanding and responding to the ever-changing CRM landscape”. Besides valuable experts’ opinion on the subject, we also took a live online poll offering our audience to cast their opinion on the following questions:

If you could only chose one, what would you say is the most powerful trend, which drives CRM change?

  • Mobility
  • Social Media
  • Internet of Things
  • Big Data
  • Cloud

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As you can see from the chart, the responses split almost evenly between social media and Internet of Things being the most powerful trends that drive CRM change. With the large growth in social across industries and the data exchange evolution, the voting results are hardly a surprise.

If you only had the budget and time to complete one of the following transformations, which do you feel would be the most effective?

  • Implement next generation CRM technologies
  • Improve business processes
  • Transform culture

chart

About 41% of respondents feels that transforming company culture would be the most effective business transformation closely followed with approximately 32% of those, who would improve business processes as a measure to achieve better business results. We find this tendency correlating with the industry trends to watch for in 2015.

What is the key challenge in CRM technology implementations?

  • Changing the way people used to work
  • Customizing the CRM software
    to match the company processes
  • Integrating CRM into the existing
    infrastructure
  • Resistance to transparency within
    the organization

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Interestingly enough, the overwhelming majority indicated the change in the way people used to work as the key challenge in CRM technology implementation, which brings once again the “people issue” to the frontline of the success of CRM initiatives.

We would like to thank everyone who took time from their busy schedules to join us for a day full of brainstorming, exchange of opinions and the true professional networking that sure will inspire us for many months to come.

Please feel free to express your own opinion in comments and visit the event page for presentations and other materials: >>