CRM's top 10 stories of 2006

For the first time in years, earth-shattering acquisitions weren't the biggest news in CRM this year, but the market for CRM technology remained an active and tumultuous place in 2006. We break down the top 10 stories of the year.

10. Security isn't just for databases anymore -- CRM practitioners need to start thinking security as well. Research conducted this year found that the call centers grappling with data security. Yet despite the headlines, link their CRM system with Google's adwords program. "Marketing nirvana," quipped one customer.

8. VoIP connects in the call center -- The benefits of Voice over Internet Protocol became worthwhile for an increasing number of contact centers in 2006 as many, particularly smaller operations, decided to remained cautious.

7. Mobile CRM gets a move on -- For years, we've been hearing it: "This will be the year for Mobile CRM." In 2006, midmarket and with bought a mobile CRM company. And one welding firm gave the trend some credibility with a successful

6. On-demand on-demand customization, online communities and CRM on-demand capabilities in 2006. Much to the chagrin of on-demand CRM market, following up its sales module with customer service modules, eventually 4. The return of big CRM… -- This year marked the start of a return to spending on enterprise CRM applications, so say prognostications from AMR and analysts at the why, historically, CRM has failed, whether it was too much focus on technology, not enough process or a lack of patience. But at least this year they also offered up some reasons for success.

2. Microsoft follows through -- It seems Microsoft makes this list every year. Because it does. Its headway in larger enterprises. Microsoft has big plans to vertical CRM and Tags: CRM industry news, VIEW ALL TAGS