It’s time to start thinking about what comes after CRM. I am not trying to be alarmist or to set a dire tone, I just think there’s a good amount of evidence that CRM has taken us as far as it’s going to and we need to think about something beyond it. That’s not to say that CRM is dead — far from it. There’s too much sunk cost in CRM systems to think that anyone would seriously contemplate a wholesale abandonment, and CRM has certainly done some very positive things for most companies. What comes next has to be evolutionary and based on the revolution that CRM brought.