Does the CRM industry have an identity crisis?
The emergence of social CRM has once again stirred up the debate regarding the opacity of 'CRM'. Why is CRM forever growing in breadth and what are the implications for the industry and buyers?
"However, can any one vendor provide all capabilities? While there will always be those monolithic solutions that have everything, they most likely remain expensive to implement and to maintain. A more likely scenario are the vendors that have already re-architected their solutions, or will do so over the next few years, for ease of integration with other 'best-of-breed' solutions to be more economical and effective."
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.