By James Wong, an EO Seattle member and CEO of Avidian Technologies
Technology fads come and go, but every so often a trend develops that has true staying power. Such trends often disrupt the status quo, impacting the technological landscape and changing the way companies do business.
The customer relationship management (CRM) industry is not immune to such forces. In fact, the argument could be made that because CRM touches so many aspects of day-to-day business operations it is actually more susceptible to change as a result of disruptive trends.
There are several such trends currently at play in the technological landscape that are affecting the CRM industry and the way companies look at CRM. A few of these trends and an analysis of the impact they are having follows. (more…)