The Rise And Rise of CRM (part 3)

Posted in Microsoft CRM | February 2nd, 2007 |

Customization has also played a vital part in the rise of CRM. Today’s CRM software programs allow a degree of customisation that was only dreamed of in the 1990s. There are many high-level players too in the CRM market, all vying with each other for a share of the profits. Some, like Microsoft, have an advantage in that people often choose a familiar brand name. Their computers probably already use a Microsoft Windows platform, so it might make sense to them to ‘keep it in the family,’ so to speak.

And what of the future of CRM? That’s anybody’s guess, but it will probably center more closely on the customer’s satisfaction. After all, a happy customer is one that is more likely to buy again. Whatever way it goes, CRM ultimately owes its existence to the rapid development of the desktop computer. Luckily, the many predictions made about computers over the years have largely been wrong. Including a remark made by Ken Olson, president, chairman and founder of DEC, who amusingly once said, “There is no reason anyone would want a computer in their home.”

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