Gartner Customer 360 Summit

CRM Hot Topics

In addition to updates on breaking trends, best practices, and the latest technologies, the Gartner Customer 360 Summit will feature a significant amount of never-presented research covering today's hottest topics.

What's Hot in 2010?

Sales

• SaaS and open-source sales force automation
• Web 2.0 e-commerce
• Social CRM sales

Customer Service

• VoIP and presence
• Text mining
• Composite service desktop
• Social CRM service
• Enterprise feedback management
• Speech analysis
• Web self-service

Marketing

• Web analytics and online marketing
• Social CRM marketing
• Anonymous persona marketing
• Partner, distributed and field marketing
• Event-triggered marketing
• Loyalty management
• Multichannel campaign management