Top 3 Trends in CRM

Monday Dec 27th 2010 by -
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Mobility, social media and analytics tops the technologies that change current customer relationship management (CRM) practices.

The general 10-year technology replacement cycle applies to CRM, despite belief otherwise. As noted this this report on CRM Buyer, there are three technologies that we are all very well-versed in but which, taken together, add up to the call to rewrite. They include mobility, social media and analytics.


"Cloud 2 is as significant a departure from the norm as CRM or SaaS computing were when they were first introduced. Driving Cloud 2 are three technologies that we are all very well-versed in but which, taken together, add up to the call to rewrite. Let me explain.

"The three technologies aren't even new. They include mobility, social media and analytics, and they've been around for decades in some cases. The convergence of these three technologies within the CRM suite is driving us to rethink CRM, and they have the potential to drive the next economic cycle. Social media is transforming CRM, but so is analytics, though we are earlier in that deployment curve, and while mobility has been a factor for a long time, the convergence of these factors is something special. It reminds me of the 1990s."

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