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.
Gartner on CRM
Or, you can download the audio portion of the interview with some bonus material on Nelson's research around how enterprises need to adapt to societal changes. For example, the new focus on work-life balance and how organizations are helping employees reach it.
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.
