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Damian Kelly of Kainos predicts a revolution in customer relationships.
From CRM to CMR - Part 2 | Part 1 | Part 3
One of the most telling indications that something significant is about to happen in this area – and perhaps one of the main drivers for change – can be found in recent developments in Microsoft’s .NET and Passport offerings.
According to Christopher Fletcher, managing director of CRM research at the Aberdeen Group: “Microsoft’s leveraging of Passport, .NET and .NET My Services products to change the rules of this game has the potential to threaten the positions of all of today’s incumbent CRM vendors and, in doing so, change the definition of what we call CRM today” (Microsoft: Changing the Face of CRM, November 2001).
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Consultants' Advisory 2002
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