CRM is an industry that's been full of turning points, and I think it is at another
"There have been many smaller turns, like the additions of analytics, social media and process flows. However, to get a sense of this point in time, I think you have to go all the way back to the turn of the century and the rise of cloud computing.
The cloud was important as an economic marker in ways that other turning points were not. When software as a service emerged, it represented a long overdue initiation of a commoditization wave in the whole technology market, and CRM was the test case..."
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