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Beyond CRM 2.0

25 Jun 2008

The price of oil and the disruptive force of a changing energy infrastructure is touching nearly every corner of the world's economy, and that includes CRM. Get ready for fewer face-to-face meetings and even more reliance on technology and over-the-Web interactions.

Last week, and for many other weeks, I discussed CRM 2.0, but today I am thinking more about the world beyond 2.0. Maybe it will be CRM 3.0, or maybe some wise guy like Paul Greenberg will change the numbering and call it "CRM 20xx," who knows?

My reading and research tells me that there will be a need for something else, partly because the market won't just evaporate, but more importantly, because the market is going to change again, and, I think, dramatically. The change will be caused by the cost and availability of fuels used in transportation. Here are some quick facts to ponder.

The US Department of Transportation announced last week that cumulative travel for 2008 is down by 2.1% at 934.8 billion vehicle miles traveled, compared to the same period in 2007.
Also, mid-size SUV sales were down last month 38% over May of last year; car sales, which had accounted for less than half of the industry volume in 2007, rose to 57% in May.
Sales of new hybrid cars passed 3% in April 2008.

Read the full article here.