Our CTO, Hub Vandervoort, talks about the challenges to implement an SOA and concludes that this is also not only a matter of the right Software or Tool-Set, but a challenge to get people collaborating and communicating with each other (see SOA- Socially Oriented Architecture).
The same applies to CRM 2.0! Software will only support a new Customer Relationship Model - the more important part is the strategy and the shift in peoples heads that has to happen.
While technology was the initiator (Web 2.0) to create the demand for CRM 2.0, it will not be the solution to deal with it.
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