How is mobile technology redefining the customer relationship?
As part of his ongoing series of roundtable interviews, social CRM guru Brent Leary talks to leading experts from the world of CRM and social CRM about topical issues and the industry at large. This month Brent's panel discusses the impact of mobile technology on CRM and social CRM.
From left to right, this roundtable session's panel consists of...
- Brent Leary: Brent Leary is a crm industry analyst, advisor, author, speaker and award winning blogger. He is co-founder and Partner of CRM Essentials LLC, an Atlanta based CRM advisory firm covering tools and strategies for improving business relationships. In 2009 he co-authored Barack 2.0: Social Media Lessons for Small Business. Recognised by InsideCRM as one of the 25 most influential industry leaders, Leary also is a past recipient of CRM Magazine's Most Influential Leader Award. He serves on the national board of the CRM Association, on the advisory board of the University of Toronto's CRM Center of Excellence, and on the editorial advisory board for The Atlanta Tribune. Leary writes a regular online column for Inc. magazine, and blogs at BrentLeary.com. He can be found on Twitter at http://twitter.com/BrentLeary.
- Maribel Lopez: Maribel Lopez is a principal analyst and vice president at Constellation Research Group. She is also the CEO of Lopez Research, a market research and strategy consulting firm that specialises in communications technologies with a heavy emphasis on the disruptive nature of mobile technologies. Maribel’s mission is to understand the evolution of these industries, provide thought leadership, and assist both enterprise and technology vendor clients in building winning market strategies.
- Steve Drake: Stephen Drake is the program vice president for mobility & telecom research at IDC. In this position, he has responsibility for the mobile enterprise, mobile SMB, mobile device coverage, IP communication services and also contributes to IDC's unified communication research. Drake has more than 10 years experience as an analyst prior to joining IDC in 1997, he was a research associate with Giga Information Group (subsequently acquired by Forrester Research) where he conducted primary and secondary research on a wide array of IT topics in the end-user community.
- Josh Greenbaum: Joshua Greenbaum is the principal of Enterprise Applications Consulting, with over 25 years of experience in the industry as a computer programmer, systems analyst, author, consultant, and industry analyst. He spent three years in Europe as an industry analyst and as European correspondent for Information Week and other industry publications. In his role as an industry analyst, Josh regularly consults with leading public and private enterprise software, database, and infrastructure companies, and advises end-users on technology infrastructure and applications selection, development, and implementation issues. An award-winning columnist, Josh is widely quoted in the trade and business press.
"Tablets in particular seem to be really transforming the way that organisations can begin to reach their customers." - Steve Drake
"Augmented reality is going to come to the enterprise and it's going to allow you to take what was pretty static content and make it very interactive." - Maribel Lopez
"One of my concerns is that there's a tendency to see this as purely goodness and I think there is some concerns in the consumer world that this NFC is really the beginning of a slightly too invasive relationship." - Josh Greenbaum
"If you can provide me relevant information, then these services are valuable, if not, they are just an intrusion on my privacy. I think we move to context aware services." Maribel Lopez