Appendix D. Social CRM Technology Trends
Staying on top of Social CRM technology trends (see chapter 19) has become increasingly difficult because of the proliferation of Social CRM technologies offered in the marketplace. Rather than trying to keep up with each new technology, organizations should track major technology developments that are most likely to impact the Social CRM industry’s future, as well as their own organizational Social CRM efforts.
Here are seven major technology trends that are impacting the technical evolution of Social CRM, which should be considered when selecting a Social CRM application (each trend is described in further detail).
1. Client/Server architecture enhancements
2. XML playing a major role in Social CRM
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