Technological landscape is changing and so does CRM processes. But, first we must know, what is CRM. Customer relations management is a process that combines marketing and sales in order to direct customers to products that they want. CRM software is playing an important role in providing marketers and sales teams with information about customers so that they can provide the best service. CRM is also adopting new technological trends, and there are also internal trends that drive changes within the process to provide better customer experiences. Read more at: http://it.toolbox.com/blogs/insidecrm/whats-in-store-for-crm-in-the-next-year-70157