The original notion of CRM has been perverted by companies who don't 'get' the idea of embracing customers for long-term relationships. Too many 'CRM' vendors today sell CRM systems that ONLY focus on end-user Sales and Marketing. Look at Salesforce or SugarCRM, and that's all they seem to do.
I still view CRM as something a lot more than a glorified contact-manager, but that's not where the business is headed.
The best of ZDNet, delivered
ZDNet Newsletters
Get the best of ZDNet delivered straight to your inbox
