The reports of CRM's demise have been greatly exaggerated, according to Gartner's Scott Nelson.
However, the market looks a lot different than it did five years ago. Web 2.0 and customer experience management are taking a central role in forward thinking organization's customer strategies.
In this video, Nelson explains what Gartner clients are doing to improve their relationships with customers and how Gartner itself is adapting to the changes.
|Gartner on CRM|
Or, you can download the audio portion of the interview with some bonus material on Nelson's research around how enterprises need to adapt to societal changes. For example, the new focus on work-life balance and how organizations are helping employees reach it.
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CRM is not dead
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