Where CRM Is Going

The Gartner study predicts a greater focus on workplace and marketplace collaboration using social media - but with the proviso that businesses will demand strong return on investment metrics before green-lighting projects.

"In two words, the answer is 'social networking.' But, it comes with the condition that there are firm metrics to prove that it's helping the bottomline.

This, from the research gurus at Gartner according to a new report outlining their predictions for the future of customer relationship management."