First off, I have to apologize for my absence from my blog. I promise to do better going forward. Just need to do a better job of prioritizing this activity.
But that being said, something has come to my attention in the CRM space. I was recently talking to several members of the Gartner CRM team, including Michael Maoz. He commented that he was noticing a return to 1999 in the CRM space. I asked him what he meant, and he indicated that the questions he was getting were very reminiscent of that time. Examples:
“How do I get funding?”
“How do I build a business case?”
“Where should it be housed?”
“Build vs buy?”
See what I mean? Very much the same questions we were getting 10-12 years ago. And these are not small companies. Or industries that are late to the CRM game. These are major companies, that in many cases have even tried CRM initiatives before. Yet here they are, asking the same questions that they asked a decade ago.
Is that bad? I don’t think so. I mean, they are all good questions. Ones that firms should be asking. I am more curious as to why it is happening. New blood in the CRM game? Not learning from the past? Something else?
Curious what you guys think. Any ideas as to why we are having a Back to the Future moment in CRM?
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