Today's CRM implementations are more powerful and faster than seven years ago. They collect a lot more data at a faster rate. But that doesn't necessarily mean they are more effective. Many companies erroneously believe that new technology automatically results in better CRM.
In fact, the way businesses identify and manage their customer relationship processes--including the ability to analyze and predict customer behavior--plays a much more prominent role in addressing customer needs than technology.
Source: CRM Buyer, http://crmbuyer.com