Comparing the CRM of today with the CRM of the 90s is like comparing apples and kumquats. CRM has evolved to a point where it`s practically unrecognisable. It`s a hotly contested business now, as evidenced by the recent agreement by Oracle to buy Siebel Systems in a deal worth around $5.85 billion. At the time, Oracle president Charles Phillips said the plan was to make the features of Siebel`s CRM products the centrepiece of Oracle`s Project Fusion CRM, as another “major beachhead against SAP.”

Capable of anything