CRM is not deadDate: Sep 16, 2008
The reports of CRM's demise have been greatly exaggerated, according to Gartner's Scott Nelson.
However, the market looks a lot different than it did five years ago. Web 2.0 and customer experience management are taking a central role in forward thinking organization's customer strategies.
In this video, Nelson explains what Gartner clients are doing to improve their relationships with customers and how Gartner itself is adapting to the changes.