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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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23.6. So Where Will CRM Go from Here?

You probably can't wait for all the improvements anyway, so do the best with what's available now. We want to build a CRM infrastructure that is standard and open enough that you can just plug in the tools when they become available.

It's certainly important to keep your radar turned on for new tools, technologies, and information sources. We talked about a couple of fairly new tools earlier. The avatar discussed in Chapter 21 is one good example of a technology that is emerging to humanize the web site experience. New sources of customer information and new tools for analysis and data mining appear all the time. If you wait until all the breakthroughs are developed, you'll never get started. Design your ...

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