CRM's Future

Having read the journal of CRM roadmap, the known, the pitfalls and where it go, it brings to today's topic on what are the possibilities left for CRM.

The paper suggest that CRM is not a relabeling from historical view of relationship between two trading parties but an integration of cross functional within and organisation to create value to the customer. It is about adapting new technologies and ideas that have continuously evolve to recent age.

However, my opinion on the future for CRM is somewhat similar to what have been suggested in the paper. Although there are several known pitfalls for the CRM, i believe social aspects of the CRM will have a long way to go because of the complexities in human rational. Nevertheless, what CRM can do for the organisation and customer will be somewhat similar with today's environment where we are fast in adopting new technologies that create value(such as cost-saving or time-saving) to the society. Unlike other initiatives, CRM will be the same for most of the time and incremental change from the technology can be expected. This is because CRM is essentially what business is. It is about maintaining the relationship between two parties.

The maturation of CRM suggested by the paper is about believing how CRM has become a package or product that is stable for business use. However, I believe such maturation is partly due to the stability of social environment (political and social stability) and also the stability of the technology. The technology now is more reliable comparing to the older days. The capability of the technology has also increase significantly thus I believe the maturation of CRM is really something about the maturation of the technology and the stability that we enjoy since world war2.

The paper also illustrate that maturation of CRM is about the use of CRM is become stable and more reliable. Having refer to the point make earlier, it is now clear that stability from external influences.