Gartner's Scott Nelson explains the future of CRM

<p>The reports of CRM's demise have been greatly exaggerated, according to Gartner's Scott Nelson.

<p>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.

<p>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.

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