Don Wiid of Contact Edge CRM talks about the way CRM systems are changing and adapting to the way customers want to be managed. Now that 57% of conversations take place prior to a sale (from IBM paper “From social media to Social CRM What customers want”) the customer relationship is moving away from management and more towards stewardship.
Don believes that any CRM is better than no CRM and has lots of information on his website about how to choose the best CRM for your business whatever its size. One of the examples Don uses is Coldstone Creamery
Follow Don Wiid on Twitter @ContactEdgeCRM or find lots of advice on CRM Sytems at ContactEdgeCRM