I think there is a fine line between declaring something being dead vs something that has "evolved." I really like and agree with Michael's comment above. From my standpoint I see that a lot of people are still not familiar with what CRM even is. I think we are seeing the same thing in the monitoring or community space where vendors that have and continue to focus on "monitoring/listening" are not distancing themselves from that term and focusing on SCRM instead. I always thought there was a bit of a disconnect between what vendors call themselves, what clients want, and how analysts position and view vendors. Perhaps RN views SCRM as an entirely separate entity apart from CRM? I think the analogy you made with the grocery stores makes perfect sense although from reading this article it sounds like RN is trying to develop a new type of food!
It will be interesting to see how/if RN responds with any changes based on this article.
Discussion on:
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