We all know the the quote below very well.
"Everything that can be invented has been invented." --Charles H. Duell, Commissioner, U.S. Office of Patents, 1899.
It has been used in various presentations and speeches over the years. However, recently I started wondering if CRM was facing this sort of future. Think about it. Contact Management attributes of 20 years ago are the same today with the addition of "Cell" and "Email". Maybe we have added a few new areas such as chat / IM fields along with relationships to complex profiles, but has contact management really changed. Do we look at "Keep in Touch" functionality and point to those new features as revolutionary or really more evolutionary changes? Has everything that can be invented, in essence, already been invented when it comes to CRM? Don't dismiss the idea as there is a case to be made that Salesforce.com has made a business out of providing a no software solution while delivering the same basic functionality that all CRM solutions have provided over the years. Their new twist, on-demand deployments and on-demand pricing, not net new functionality for the most part. Before I get a bunch of emails, I acknowledge that Outlook Plug-ins and Global search are nice features that Salesforce.com delivered first, but you have to agree that these are still evolutionary changes to the same core functionality. My sister was in town for SAP's Sapphire conference at the World Congress in Atlanta. SAP is a company that is using their ERP applications and integration with the full suite as their CRM differentiator. Another good strategy, but this is still the same CRM functionality and business process that we have seen for a long time. So, is this another SugarCRM soapbox moment? No, I am not suggesting that SugarCRM has it all figured out either, but SugarCRM is at least asking these same questions and listening to the community to determine the answers. Based on what SugarCRM is hearing from sales executives all over the world and SugarCRM Open Source community members, CRM does have a lot of new and radical innovations in the future. My blog article on CRM and Web 2.0 discussed some of the upcoming collaboration features that we can expect in the future. Specifically, I mentioned the usage of blogs, wikis, and tags as new Web 2.0 tools that CRM companies like SugarCRM are implementing in the future. However, what can and should we expect to see 1, 2, and 3 years from now. What are some of your ideas for new CRM applications, processes, and functionality? More integrated modules and more extensive suites are table stakes, what is the radical change that you would make if you were running one of the large CRM vendors? And how would those changes benefit the users of CRM? How would it help our audience, sales and marketing executives?
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