This week I’m out in New York at the CRM Evolution Conference and Exhibition. There have been a lot of great speakers but I’m sensing some big themes. Here are my top 5 quotes from Day 2 of this conference.

1. It’s all about expectations
CRM is simple. So many said – each in their own way – the best customer experience is about meeting (or exceeding) customer expectations. Said differently: deliver on what you promised.

Anthony Leaper from SAP added, “Great customer experiences are those that espouse trust, convenience, relevance and intelligence”.

2. Vendors with a conscience?
Natalie Petouhoff:  “Pay as you go pricing gives vendors a conscience.”

3. Larry Augustin, CEO SugarCRM: “We are moving from transactions to lifelong ongoing customer engagement, where vendors are rewarded with repeat business and subscription renewals.”

4. Personal fulfillment systems
Ray Wang, CEO and Principal Analyst of Constellation: “B2B and B2C are dead: it is about P2P. Personalized people-to-people experiences.”

5. Segmentation
Esteban Kolsky, Principal and Founder of ThinkJar: “Customer segmentation (of one?) is the key to delivering great (personalized) customer service.”

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