By now, there isn't anyone reading this column who doesn't know that Tom Siebel stepped down as CEO and Mike Lawrie, a former IBM executive, took his place. Siebel kept the chairman's position and will remain a lesser but still influential figure at Siebel. Lawrie, who is accustomed to meeting $80 billion quotas, takes the helm at a time of profound transformation in the CRM world. What does Lawrie face? Let's take a quick look:
Paul Greenberg is president of The 56 Group, LLC and author of "CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, 3rd Edition" (McGraw-Hill Osborne Media, August 2004).