Re-visiting Re-inventing #CRM

A little more than a year ago I wrote a lengthy post in which I tried to describe how I believe CRM needs to be re-invented, disrupted and more closely aligned to the needs of organizations struggling to become customer-centered. The CRM market today is defined as a software category, and really nothing more. I felt then, and I still feel now that as technology migrates to the cloud, and the services we have historically provided (install, upgrade, maintain software) are becoming irrelevant and less valuable, we have an opportunity to hit the reset button and redefine what CRM services should really be.

Many of us have always known what should have been offered; but simply could not change the inertia of vendors who had a product to sell and customers who wanted to believe success could be easy. You might be wondering why I’m focusing my attention on an industry that is clearly still growing; and that’s a good question. The reason is simple: I’m trying to figure out where the puck will…