Abstract
For several years now the focus of CRM has been to make it easier for companies to “reach out and touch” their customers, and vice versa. We have seen an explosion of technologies (wireless, chat, Web portals, voice recognition, analytics, and so on) that have made it convenient for customers to contact vendors, for employees to obtain information, and for companies to hone in on their most valuable assets – profitable customers. Over the last year, CRM company revenues have soared as the big get huge, and the small pick up sizable crumbs left over from the CRM table. Sure, the market is consolidating; but the CRM money machine rolls on.
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