Editor's note: The CRM industry has become one of the most shining "Yao" in the field of information technology. There have also been a lot of software vendors seeking CRM cheese. The development of software vendors is not open to some influential charm leaders. And we also have reason to believe that the CRM industry is one of the most dynamic changes in the world. In order to understand the most insightful, the most wisdom of CRM market leaders and pioneers, "CRM Magazine" carefully assess some of the most influential CRM senior executives. These people are the ideological leaders in the CRM field, and grasp the lifeblood of the World CRM market. These CRM heroes are briefly introduced one by one. (Ranking is not divided) (2004/04/01)
"Technology Dream Home" Tim Bajarin - President of Creative Strategies
BAJARIN has a very good reputation in all the technical fields (not just CRM field), because he has strong technical insight and business sensitivity, and has a strategic vision. He has been working in Creative Strategies since 1981, which has provided advice to the vast majority of leading hardware and software vendors, such as Apple, AT & T, Compaq, Dell, Epson, IBM, Lotus, Microsoft, Polaroid, Toshiba, Xerox, etc. .
"I believe in huge potential for mobile, wireless, real-time business technology. By guiding IT director through the insight of new things to develop to these directions," Bajarin said, "I have never had too high evaluation of myself." But I have already 22 years old, and help OEMS deliver the things you want, so I believe I can use knowledge, experience and enthusiasm to guide my company to health direction. "
"Web Warrior" Marc Benioff - President and CEO of Salesforce.com
Marc Benioff is energetic, full of passion; people feel that he is everywhere. After 13 years of senior executives as Oracle, he added more than 3 years in the CRM "War Group".
Benioff is expected to achieve sales of 60 million US dollars this year, will reach 120 million US dollars next year. Salesforce.com has just been established for more than 3 years, and has more than 5,000 customers, one of the five major suppliers of mid-end CRM. Based on the Web service model, the company's software products are mainly providing sales automation, customer service and support, marketing automation.
"Artificial Respirator" Steve Carpenter - President of Baan CRM
The deepest impression of Steve Carpenter is: Has led BAAN to return to life. BAAN's financial data in 1998 and 1999 made staff, partners and customers have doubts about the company's survival capacity. Just when Baan did not expect its competitiveness, Invensys acquired Baan in August 2000, so Baan has started recovery stage and puts the focus of work in dealing with customers.
After Invensys acquired BAAN, the company needs further development. "We need to go out, talk to our customers, see where the customer needs us to improve. After implementing this strategy, our customer satisfaction rate is as high as 88%, and this is one of the magic weapons we won. Susan Heystee, president of BAAN US Company. In the following quarters, because the company needs to gradually rebuild customer relationship, and let customers perceive the company's strength, the company maintains low profit. However, with the stable customer relationship, BAAN customers returned to Baan with constant purchase activities.
Comprehensive responsibility of BAAN CRM technology is carpenter, and at the beginning he serves as a vice president role, mainly responsible for managing all product development of BAAN's CRM solution and develops a development strategy. As a "old soldier" in Baan's 6 years, Carpenter has recently been promoted to the president, is the best return of the company's payment. "Humanitarian" Patrick Bultema - FrontRange President and CEO recognizes the huge value and potential of the call center technology and function in California. He also helped creating a Help Desk College in the early 1990s. Today, he is using its knowledge and feelings, by bringing the product architecture in Microsoft's .NET platform, strive to set the company first-class CRM manufacturers.
"I estimate that you will think that .NET technology is in 'infancy'. However, we have been cut into our products on the .NET platform," Bultema said. He also believes that first-class .NET products can raise FrontRange's income from this year's $ 10 million to 10 million dollars next year.
In addition to understanding Bultema, it is a more honest citizen who is willing to help to the early call center and today's .NET standard. He has established an orphanage in China and serves as Chairman; and he also personally adopted some orphans. He is dedicated to improving the quality of orphan life.
"Real Believers" Craig Conway - President and CEOPLESOFT
An analyst claims that the CRM service of SAP should exceed PeopleSoft, but whether Craig Conway is worried about this? NO!
Conway does not believe in SAP's actual CRM sales, because SAP is used to sell CRM applications with other application software. In fact, Conway is very convinced of his strength, he thinks PeopleSoft is approaching the CRM "Dragon Boss" Siebel System.
PeopleSoft is gaining a growing market share. This year's income is expected to reach $ 369 million, while 2000 income is only 240 million US dollars.
Conway 60% is spent in the journey, mainly to meet his customers. When he is not on the road, he started working at 4:45 in the morning. After an hour, 7: 30 reached the office. After 12 hours of work in the office, he returned home and accompanied his two children until they fell asleep.
Before Conway joined PeopleSoft, he was effective in Oracle. In 1999, Conway officially added PeopleSoft to serve as President and Chief Operating Officer; and rapidly enhanced in September 1999 to the CEO. Under his leadership, PEOPLESOFT's products realize the web-being platform, and PeopleSoft becomes an early mobile CRM supplier.
"Industry Offers" Ginger Cooper - CRMA founders
As analysts and journalists, after 12 years of SFA / CRM, Ginger Cooper was in advance, and founded the Customer Relationship Management Association (CRMA).
Cooper founded CRMA and said that because CRM needs a "network" to help users learn CRM knowledge mutually. "In-depth into some enterprises, to see what happened before and after implementing CRM. This is a very good experience." She said.
Cooper previously served as SFA project director before a software market research company. With her rich CRM knowledge and industry power, CRMA has achieved impressive results.
"Whattering" Bruce Culbert - KPMG Consulting Company Senior Vice President, Global Solution Leader
Bruce Culbert as a senior vice president of KPMG Consulting, in February 2001, began responsible for the company's supply chain and CRM business. In summary, KPMG Consulting This year's income will exceed $ 2.2 billion, and its CRM income estimates account for 20%. "If you integrate your work and your entire life, you will get a better feeling." 42 years old Culbert said. Culbert was initially a crawling player. Now he let his son join the team and train his son, how to grasp the balance. CULBERT joined IBM Interactive Media in 1994 and expanded the department to 800 employees worldwide. After success, he was appointed as the Vice President of IBM's first e-commerce service and global service field. In 1999, Culbert leaving IBM and started as the President and Chief Operating Officer of Third Millennium Communications. "Experienced" Christopher Fletcher - Associate Director and Management Director of Berdeen GROUP
There are very few people who have never heard of Christopher Fletcher. Because he has been in the IT industry for 20 years. After joining and as the vice president of Aberdeen Group and CRM Market Research Director, he analyzed all aspects of the "customer-centric" market, automated from sales to e-commerce applications, and then to enterprise handheld equipment and PDAS.
"Chris Fletcher has been rooted in the CRM industry," said Patrick Bultema, the CEO of the Frontrange system. "When we were with Chris, we are willing to tell him what we think."
Fletcher joined Aberdeen in 1997, as a senior analyst, followed by the Director of Research, and then as Aberdeen's CRM business management director. Before joining Aberdeen, he worked in many famous technology companies, including AT & T, Burroghs, Staffware PLC and WANG Laboratories.
"Distributation" Barton Goldenberg - President ISM
Barton Goldenberg saw the future of CRM because CRM can spaw a real-time business. Goldenberg serves as the president of ISM CRM Consulting, as a joint chairman of DCI's CRM Construrit Commerce. He checked more than 400 implement cases, which gradually enriched his knowledge. He very clearly understood what kind of CRM innovation needs. This extensive experience makes him believe in huge potential for real-time business, and CRM is the basis of implementing this model company.
"We have no reason to let people who need immediate information are there," Goldenberg said, "Today's technology has been able to implement real-time information transmission, why don't we achieve this real-time operation mode? In fact, all people in the business war still hope It can achieve efficient operation. "
Goldenberg is very firmly convinced of the huge value of real-time enterprises you created. "Goldenberg is full of enthusiasm for real-time enterprises, and the combination of enthusiasm and knowledge will inevitably hit sparks," said Tim Bajarin, Joint Chairman of DCI's CRM Consultation Association.
"Channel Champion" David Hood - President and CEO of Accpac
In tradition, it is very difficult to sell CRM applications to the mid-range market. But as the President and CEO of ACCPAC, in order to develop a mid-end market, a unique solution is actively exploited: make full use of value-added intermediaries (VAR), or technical consultation channels.
Accpac already has more than 5,000 Vars to sell company financial software. Hood believes that this is a reasonable shift for these financial partners that have already understood the ACCPAC "Background" solutions to make them better understand the "front desk" ECRM solution. Hood also believes that if the company's "front desk" and "background" use the same supplier solution, you can minimize the integration between the system. Accpac has authorized 150 Vars to sell the ECRM product kit. There is no doubt that Hood's VAR channel background has affected the company's sales CRM. He began as an ACCPAC financial solution in 1985; in 1990, he joined Computer Associates and supported Acpac's channel partner throughout New England. As a senior vice president of marketing of CA Global Channel, he began working with VARS to improve the image of CA's global channel. "CRM Superman" Adam Klaber - PWC Consulting Global CRM Leader
ADAM Klaber's steady and large behavior makes people difficult to believe in one of the world's largest CRM consulting companies in the world.
As a global CRM leader in PWC, Klaber has a business of $ 1 billion. But he is different from other senior executives that he operates a very uncertain CRM business. "When I am doing an ERP project, I envissed CRM, but we can't enter the customer's sales and marketing department." Klaber said, "Later, we saw a chance to truly implement CRM, that is, 1996. After that, I started to promote CRM in the enterprise. "Klaber can also handle the relationship with people in PWC, but also very familiar with the company's business process and technology.
Although Klaber's struggle in the PWC consulting company CRM field with Siebel's Tom Siebel and the Craig Conway of PeopleSoft, he is also strongly felt that he is doing the best in the process of communicating with our customers.
As a three kids, Klaber gives millions of time to work; and spending very little time in the family and golf ball he loves. Despite this, he is taking time to train his child to do some games related to the alliance and collaboration. "Courage" Paula Kruger - General Manager of EDS CRM
The 51-year-old EDS CRM General Manager Paula Kruger has never been satisfied with the status quo.
From her favorite reading ("first you have to break all rules: what is the world's greatest manager"), to her loved team-style basketball (Dallas Mavericks), to her graduated A job (managed a legal organization for retired New York City Police Services), all Kruger did not feel abnormal, non-orthodox, and did not feel pressure and challenge.
Kruger said after 18 months of the general manager, the work made her feel very excited. Because she leads EDS to transform from a company that provides CRM consultation. Although EDS can get $ 1 billion in annual revenue in the CRM business, it is far from being met, she is positioned with EDS: providing a large-scale business, multinational corporation and mid-enterprises, providing CRM services, a prestigious leadership By.
Kruger knows what customers think. Before joining EDS, she served as Excel Communications as the Vice President of Operation, where she managed the operation of the call center, as well as supply, finance and distribution.
"Guerrilla Leader" Bo Manning - President and CEO of Pivotal
Bo manning has a unique goal: developing the Pivotal into the boss of the mid-end CRM. In the years of Manning Management, Pivotal has hired many "heavyweight" sales and technicians from Siebel, Oracle and J. D. Edwards. "We need some talents who can make business, and these people from big companies can do this." Manning said. His goal is to develop the company from the current $ 16.5 million total income to $ 500 million in annual income. It is good to operate so far. Since MANNING has added to Pivotal, it has received a continuous income growth in two consecutive quarters, and it has become one of the fastest revenue growth.
Manning current work focus is: "Continue to target the Mid-End CRM Market." He said, "The mid-range market is very potential, Siebel and Microsoft's recent initiatives are also just in the accuracy of our strategy."
"Market Creaters" Charles Phillips - Morgan Stanley Management Director
Morgan Stanley Enterprise Application Software Application Software and Internet Software Management Director, Phillips, is responsible for the development of the entire enterprise. He is not only Oracle, Computer Associates, Microsoft comment specialists, but also for CRM manufacturers (such as Siebel and PeopleSoft).
Phillips is not an ordinary financial analyst. All CRM senior executives will be vigilant against Phillips because he can affect any CRM stock price through "buy" or "throw" proposal.
"CHUCK is closely related to the entire industry," said Adam Klaber, a global CRM manager of PWC Consulting, said, "He can adjust the funds of these companies."
Phillips joined Morgan Stanley in November 1994, and he as a research and analyst for enterprise application software and Internet software company. Prior to this, he worked in the Kidder Peabody, SoundView Finance and New York Bank. Phillips was rated as an Enterprise Application Software Number ONE industry analyst with Institutional Investor; and became a member of the All-America Research Team in 1994.
"Chuck is the top of the top and smart, and it is not easy to receive 'threat'," PEOPLESOFT President and Chief Executive Craig Conway said, "He has developed with the entire enterprise application, and it is very good for every one, so it is very Accurate primary see. "
"Challenger" Hasso Plattner - SAP AG CEO and Vice President
The reason why SAP AG can be able to catch up with Siebel, and should be closely related to the vice chairman of SAP and the Chief Executive Hasso Plattner The team he led has been very co-coordinated with CRM Giant Siebel "Guild Wars" in the past two years, and has achieved 6% of the market share; and this year's market share will reach 8%.
"Plattner has a very clear technical vision," said Michael Park, Vice President of SAP Global Product Marketing, "He is always able to lead the market for 3 to 5 years. Some areas of 5-10 years."
SAP's investment in portal has a large extent help SAP has got more market share. "This is the result of Plattner's profound consideration of Plattner to the future development of 'enterprises. For enterprises, it is very critical to obtain application software on key processes (not functional). The portal technology architecture is Customers have brought new levels of openness and ability. "PARK said," Hasso has become the company's core character. He said that the foresee is not seen by others. "" Messenger "Scott Nelson - Gartner Research Director SCOTT Nelson caused the public's debate, some people think that he is "splashing cold water" to the CRM industry; however, this is a must. He as a supervisor in the field of Gartner research, has issued a message "CRM failure rate up to 50% to 80%".
Regardless of whether Nelson's results are accurate, he must poured a cool water in those technical buyers, forcing companies who want to buy CRMs to reflect on some questions about CRM. Nelson has changed the approach of enterprise evaluation CRM deployment, and also changed the way suppliers sell products to the market.
"The announcement of the failure rate will definitely cause a certain negative impact on the CRM market." Nelson said, "Many customers are talking, 'Because the CRM failure rate is too high, we can't believe we must be CRM'."
"Experience Pioneer" Roger Siboni - E.PIPHANY President and CEO
Roger Siboni's operation is still "a little one or two". After all, he worked in KPMG Peat Marwick LLP for 20 years, and later served as the company's chief operator, responsible for the company's development strategy. In the past few years, he devoted himself to E.PIPHANY, serving as the president and chief executive. As most software vendors developed slowly, Siboni led E.PIPHANY to the road to rapid development. "He has been trying to make E.PIPHANY to success, through his rich knowledge and experience, and finally he succeeded." One of the members of the E.Piphany board said.
Siboni successfully led E.PIPHANY to launch E.PIPHANY E6. "E6 puts the software we have created independently and the purchased applications to the J2EE platform," Siboni said. E.Piphany is now working on a unified platform, which is very meaningful for developing and integrating new applications.
"As we initially advocated, we have brought the first complete end-end J2EE CRM for the industry. Siboni said.
General Manager of "Industry Giant" David Thacher - Microsoft Corporate Solutions
David Thacher serves as a very special position. As a general manager of Microsoft CRM Business, Thacher has enviable resources, such as Microsoft's brand. The only MS CRM is now there is MS CRM, but he will have it.
Microsoft announced that the entry into the CRM may be the biggest event this year's CRM industry. And Thacher is usually responsible for the creation of demand and consciousness that itself does not exist for a set of products. THCHER has been responsible for pushing the Microsoft NT operating system to the market.
Thacher may quickly let his team have a reputation, but once the contour of MS CRM will be released, his inbox will definitely be full of partners, third-party software developers, potential big customers and analysts, these People may wish to hear more about Microsoft's development direction.
Although Thacher likes to promote "noun" MS CRM, he really expects that let the product name can represent the product itself.
"Fan" RON WOHL - ORACLE App Executive Vice President Ron Wohl's first job is in colleges as a traditional plotter, after a week, he exits because he is tired of this. But now as high energy, he continues to be busy, he will never be tired of Oracle is responsible for application software development. Wohl has a team of more than 5,000 people and leads the application software development group, including CRM, production, finance, distribution, corporate productivity, human resources and government finance software.
The 41-year-old WOHL is quite clear to Oracle in the CRM field. "Only we and SAP can remain stable," he said. WOHL is very convinced that future products should tend to high integration and simplicity. No manufacturer does not do this, sooner or later will lose.
WOHL has become the "fair" of CRM. "If the product is not the king, the service is not the king, the customer must not be the king."
WOHL believes that in order to obtain competitive advantage, it is necessary to fully consider CRM solutions; and he is also aware that there is no clear difference in "front desk" and "background" application.
Before WOHL as the general manager of the Chief Quality Officer and System Product Department of Oracle. Before joining Oracle in 1986, Wohl became an advisor of the Boston Consultation Group.
(Note: This article is originally contained in "CRM Magazine")
