This month's column is co-authored by Lisa Loftis, vice president of Intelligent Solutions.

Picture this: The increasing momentum and continuous press around customer relationship management (CRM) technology has caught the attention of a spirited, forward-thinking executive in your organization. Intrigued, (s)he asks you to determine what all the excitement and commotion is about and recommend a course of action for the technology group. After researching the myriad technical possibilities, you present your findings.

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