CRM: The Next Five Years

by Vince Kellen

At the heart of customer relationship management (CRM) is the customer, and knowing the customer is key. Next month you’ll learn why it's vital to determine not just the customer’s propensity to buy but her capacity to buy — and why companies whose CRM systems leverage broader market data and predictive analytics will surpass those that get their CRM functionality out of a box. Discover how surging adoption of consumer-generated media provides unprecedented windows into consumer preferences and real-time behaviors. Find out how open source software may put CRM capability within the reach of more companies than ever before. Will the future of CRM be Oracle and SAP hegemony or the unfiltered business intelligence of the blogosphere? Join us next month to see what’s ahead for CRM.