"The rise of artificial intelligence, for sales teams both internally and externally, is the biggest trend in the industry," observed Rodrigo Vaca, vice president of marketing for CRM at Zoho. If you think of CRM as the centerpiece for your company, and you marry that with the escalating amount of data that each company is gathering each day, ... you can do any sort of analysis on it."

Hootsuite on Monday launched Amplify for Selling, a mobile-first solution that helps sales teams succeed on social by generating leads and fostering revenue-driving relationships. The new tool is an extension of Hootsuite's Amplify employee advocacy product, which is focused on the business-to-business market. Amplify for Selling integrates with Salesforce and Microsoft Dynamics CRM.

WhatsApp reportedly has been conducting tests of a business chat system with a number of companies that are part of the Y Combinator startup incubator. The API gives companies a direct line of communication with WhatsApp users. WhatsApp CEO Jan Koum last year said the company would seek to monetize the free chat service by providing businesses with direct access to consumers.

Before there was experimental data to support various contentions, it made perfect sense to believe that the likes and endorsements posted to friends on social media would drive more business. After all, didn't we all subscribe to the idea that a disgruntled customer would tell many more people about a brand's shortcomings than a happy customer would sing its praises?

Twenty years ago, CRM "was more of an inside-out technology," recalled Sandeep Kadam, director of CRM at Eagle Creek Software Services. "It was about making sales calls more efficient, and giving salespeople all the tools they needed so they could achieve their numbers. From there it has become more of an outside-in technology, where the customer is impacting how CRM is going to evolve."

It's widely understood that new customer service channels such as social, email, knowledge bases and the like have left the service agent with harder problems to solve. Those channels are here to stay, because when they work well, they solve problems for pennies. It can cost many dollars to resolve an issue through the efforts of conventional agents. So there's a decided bias for self-service.

"Traditional demand-based, lead-based marketing is like fishing with a net," said Engagio CEO Jon Miller. "You run campaigns and marketing programs, and stuff comes out the other end. What the account-based world is all about is that you have a list of names, but you don't wait around to see if those big fish swim into your net. Instead, you go fishing with spears."

I recently read a user story about how Harlequin -- a publisher of romance novels -- keeps its customers loyal. It has embraced several ideas that work really well, including emphasizing a consciousness of customer loyalty, keeping things simple, and focusing on personalizing relationships and engagement. Consciousness is relatively easy, but someone high on the org chart has to promote it.

It's important to recognize that "CRM is growing up," said Xactly CEO Christopher Cabrera. "It's becoming more useful to the CRM user, who is predominantly the sales rep or whoever is managing the customer relationship. The sales performance management, or SPM, space is on a collision course with CRM, because what CRM doesn't do is allow the reps that are using it to make sense of it all ... ."

The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the conscious consumer," said Matt Price, Zendesk's SVP of emerging businesses. "The 'R' in CRM is relationship, and all of these things impact how we develop relationships with our customers. We're moving beyond a series of transactions to relationships."

Salesforce VP Lynne Zaledonis drives product marketing and sales enablement for Sales Cloud. In order to succeed in the age of the customer, companies need to understand that the new cloud, mobile and social world we find ourselves in "has produced trillions of pieces of customer data, and it's totally changed how we engage with our customers, and how they engage with us," Zaledonis said.

I hate the idea of chopping our population into generations: the Greatest Generation, the baby boomers, Generation X, Generation Y, millennials and so on. The assumption is that everyone born during an arbitrarily selected time period shares certain traits. It also results in people projecting ideas -- often romantic ones -- onto huge groups of people.

Apple on Thursday launched a Twitter channel to field support questions from users of its products, as well as to offer them tricks and tips. By Friday, the @AppleSupport account had 134,000 followers and had sent more than 3,000 tweets. Some of the tweets came from customers whose tech issues had been resolved. "I'm 99% sure my #iphone6s was just fixed from the cloud," Kate Cleveland wrote.

Twitter last week announced two tools designed to help businesses improve their customer service capabilities. One product would allow users to move from sending companies tweets to using Direct Messages, according to product manager Ian Cairns. Companies will be able to embed on their sites a Direct Messages link that would allow customers to send information directly.

Sprint plans to lay off about 2,500 employees, including five vice presidents, according to news reports this week. About 2,000 of the cuts are in customer service. The company reportedly will close or reduce operations at six customer care centers: at its Overland Park headquarters in Kansas and in Colorado, New Mexico, Tennessee, Texas and Virginia.

Almost a decade ago, the first edition of this list was tough to compile. There simply weren't that many CRM blogs that were consistent (we set the annual minimum number of posts at eight), vendor-agnostic and -- most important of all -- high quality. That number has increased over the years, but one interesting phenomenon has been that the people at the top have held onto their spots.

SAP this week released SAP Jam Communities edition for Hybris, which delivers real-time product and service information to customers on company websites. The software can display personally relevant recommendations and reviews directly to customers in e-commerce stores. In essence, it lets companies embed access to relevant material and include a buy button in online customer community pages.

The rise of social media has given customers a new platform for interacting with travel and hospitality companies, from airlines to car rental agencies. Today's travel customers primarily use these digital technologies to coordinate logistics and log complaints; gone are the days of calling a reservation specialist to book flights or running through seating options at the check-in counter.

Hardened sales veterans may hear the expression "customer experience" and shrug or scoff. What has it got to do with them, they may ask? A lot -- because it can add dollars directly to their commissions checks, even if they're not the ones creating the experiences. There are three specific ways that meeting or exceeding customer expectations improves sales.

Technology is giving companies an unprecedented view of their customers: demographic data; buying preferences; behaviors that signal the intent to buy; and analyses that enable them to develop expectations about how customers are likely to act during the buyer-seller relationship. Those abilities are new, and they hold a lot of promise. However, customers have changing expectations as well.

Despite vendors' claims, CRM is not all about technology. Technology helps it scale, but CRM is really a discipline. It's the discipline of creating relationships that benefit both buyers and sellers. CRM is really great at organizing the data that makes it possible to build relationships. However, many things that aren't driven by your CRM technology can have a major impact on relationships.

In our high-powered, win-at-all-costs business environment, the word "empathy" often evokes derision and scorn. Who has time to be a squishy, touchy-feely wimp overflowing with empathy? We're all busy closing deals and kicking butt! Kicking, closing, etc., is great and all -- but empathy has genuine business value. Don't forget that CRM has "relationship" right in the middle of it.

We all know customers have changed. They can voice their dissatisfaction with you, complete most of the buyer's journey without you, and even seek out support and service without you. If you're a business, you have two questions to ask yourself: 1) Do you really want to become unnecessary to your customers? and 2) What are you going to do about it?

Remember all those hours you spent at the mall just hanging out, not buying a thing? Well, a lot of us just never grew up. We just moved our hangout from the local mall to the Internet. We meet our friends online, we order food online, and we window-shop online. It's a good life. That is, it's good unless you are at the receiving end of this online voyeurism.

The majority of Americans rely on online reviews, with some 78 percent checking them out before making a purchase, according to a recent survey. Forty-four percent of those polled said they had written reviews themselves. At the same time, many customers doubt the ratings reviewers give products. Perhaps that's because a number of people admitted to reviewing products they never used.

When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm its tweet unleashed, DiGiorno peppered its Twitter feed with apology after apology, all of them essentially like this: "A million apologies. Did not read what the hashtag was about before posting."

Salesforce.com on Tuesday unveiled two new products: Sales Cloud1 and Service Cloud1. The company has a long history of product offerings in these areas, but these new iterations have been designed to address the radical changes in the sales and service space -- namely, the emergence of social and mobile. They also are primed for action when the Internet of Things goes mainstream.

Snow flurries and the smell of pine needles. Eggnog and hot apple cider. Gingerbread men and latkes. Stockings and dreidels. Ornaments and menorahs. Trips to see family, and... visits to the customer service department? The holiday season is upon us, and it isn't complete without a customer service interaction or two. Remember when there was an actual customer service counter in department stores?

One of the CRM secrets to success is executive buy-in. That typically means the support of a high-level executive for the deployment and use of CRM technology. That executive often is an SVP of sales, or maybe a chief revenue officer or a CMO. The support of multiple executive roles is critical to implementing and supporting a CRM strategy. Having the buy-in of one executive is not enough.

Salesforce.com on Wednesday announced the debut of the Salesforce1 Community Cloud. The product is launching as a new division for Salesforce.com, on par with its Sales, Service and Marketing Cloud offerings, said Lisa Hammitt, VP of business operations. Built on the Salesforce1 Platform, Community Cloud connects to Salesforce CRM and related business processes.