A Five Year Vision for CRM

This article is nearly 2 years old but his points are very valid and I can see his predictions developing. So far he's wrong about SalesForce though. 

Jan. 06, 2006

By Bob Thompson, CustomerThink Corp.

For the past several years, I've been writing annual predictions for the CRM industry.  It's all been good fun and forces me to sit down once a year and think about important developments.  How did I do last year? Judge for yourself by reading my CRM Industry Predictions for 2005.

It's far easier to write predictions for the CRM technology industry than for the business strategy of CRM. So this year, for a change of pace, I'm going to present my five-year vision of CRM, from both a business and technology perspective. Here are seven trends that I believe will define CRM for the next half decade.  Full article...