CRM Trends

The document discusses trends in customer relationship management (CRM). It notes that CRM has evolved through three stages - operational CRM, analytical CRM, and multi-channel CRM. Organizations are now focusing on analytical and collaborative CRM. The document also discusses priorities for CRM initiatives, such as eMarketing, eService, social media integration, and managing multi-channel customer interactions. Finally, it provides estimates for the typical costs of implementing CRM software.