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Where will CRM be in 2 years?
Business and technology are moving at the speed of light. Where will CRM be in 2 years? How will the systems and strategies evolve?
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3 Answers
CRM in the next few years is going to be all about extracting value of the data it has collected (and collecting) over the last decade or so for large enterprises. Can they make sense of the data and use it to drive new business, gain market share, better customer service, brand management etc.
The other trend for SMBs (and to large enterprises to some extent) is the advent of social media. Integration of social media and CRM in innovative ways is going to be an interesting trend.
The third trend is mobility and location based features of smart phones and tablets and its influence on CRM.
I think it will be interesting to see where the pendulum finally lands on the "on-premise" vs. "cloud" implementations...
Hybrid solutions?
I am sure that you are going to get some really great answers to this question Caty. Besides the obvious that I could state here, and trust others will, I'd like to pose this addendum to your question: Where won't it be and why? Where could it be that it isn't now? The root of this (CRM) is its' current definition, and I would suggest that it needs a reevaluation and redefinition if your question is going to address the entire market potential. Is it only for groups? Only for enterprises? Does it have to include marketing and customer support? Can it mean something to an individual and how? Fundamentally, people have relationships, and by that I mean individuals have relationships with individuals. The R in CRM is the most important element as opposed to the C and the M, as those are results and byproducts of the R. It opens up a whole new way of thinking.
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