Gartner - CRM Predicts 2005: Beware the Hype, Focus on Your Organization's Needs

The single most important factor in improving customer-centricity will not be software vendor selection. Customer-centricity comes from the discipline that organizations bring to defining solid customer relationship management (CRM) processes, unifying data definitions and moving the customer strategy forward. Significant competitive trends and vendor hype wars are looming. The competitive trends will sharpen the focus on customer-centricity; the vendor wars will cloud the picture of what constitutes best-of-breed solutions. Our CRM predictions will affect your company or vertical industry in 2005 and beyond.