Summary
The CRM industry is in transition. On the one hand, rapid CRM industry growth has slowed considerably. On the other hand, CRM still remains a very healthy industry as well as the fastest growing application in the software industry. The industry will migrate from client/server architectures to Web-based, e-customer offerings. New players will enter the industry and there will be more consolidations. More companies will set and measure CRM-related metrics in support of their respective CRM Business Case.
It is my hope that in the following chapters, which cover topics ranging from how to build a CRM implementation blueprint, to a description of the latest business, technical, and future CRM industry trends, you will better understand how ...
Get CRM Automation now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
