Maybe I've just been staring at it too long, but I've noticed a definite back and forth movement in the CRM market over the years.
Initially, the vendors had all the initiative and momentum, and they quickly established the CRM niche and the integrated CRM suite. Then as the bubble burst and the economy went into the deep freeze, customers said enough, at least for a while, and they adapted the suite to their need to save on expenses by automating front-office processes, especially service. Hosted applications also became popular and the combination of service applications delivered through hosting became a powerful combination.
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