You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don’t need an exhaustive list, but if we stop there I think we miss a lot.
To me CRM isn’t about the parts, although like most people following the industry, I get a modicum of joy whenever a vendor pushes the boundaries and brings something else into the toolbox. Who wouldn’t? It’s the sign of a vibrant and growing industry, something we could use more of for sure.