Does no one look to the past? Or do they see SCRM as such a revolutionary leap forward that the past no longer applies?
Probably both. But smart practitioners of the CRM arts know that there are lessons from the "traditional CRM" era that stand the test even as SCRM is heralded as the next great thing. Sadly, many of those lessons have yet to be learned by many rolling out CRM - which makes it likely we'll see the same level of SCRM failure in the near future that we saw in CRM's not-so-distant past.
