Three industry observers share their predictions for the CRM market in the coming year.

Rob Bois, analyst with Boston-based AMR discusses SAP’s latest release, the outlook for CRM suites and spending in the year ahead.

He’s joined by Elana Anderson, independent analyst with NxtERA Marketing, who shares her thoughts on marketing technology in 2008, including behavioral targeting, getting past the hype of Web 2.0, mobile marketing and the role of the CMO.

John Ragsdale, research vice president with the Service and Support Professionals Association, also joins the conversation. John gives his predictions for Web self-service and its effects on customer service, leveraging user communities, wikis and the job outlook for customer service.

Program guide:

• (00:01) Rob Bois
• (20:14) Elana Anderson
• (32:29) John Ragsdale

 

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