CRM provides sales, customer service, and marketing tools and techniques to support an organization’s business strategy. The growth and transformation of the CRM industry since its inception in the early 1980s has been staggering and has expanded to include customer service, marketing automation, business analytics, and most recently, e-customer applications. Now, the CRM industry has entered an impressive growth phase driven by strong CRM strategic linkages, a powerful CRM value proposition, industry consolidations, new and impressive CRM software suites, new hosted alternatives, increased vertical market focus, best-in-class business processes, and real-time CRM technologies. Hear how these developments are shaping CRM best practices and how to harness these enhancements to ensure your organization’s future success.