It's not about the feature list; it's about the ecosystem

In the last chapter of this book, I want to explore how CRM platforms differ in today's market. This will provide you with some insights into the essential elements and parameters for selecting a CRM platform for your business.

We are going to talk about the elements and characteristics that make a successful CRM implementation in today's environment. What we won't be doing, however, is comparing CRM products explicitly. Instead, we will explore the ecosystem that a new CRM solution should support in order to help business to successfully face the challenges of today and tomorrow.

In this chapter, I want to dive deep into some of the essential CRM differentiators that you'll encounter today, along with some examples from across the industry. I also want to share some personal thoughts on the current state of technological development in terms of managing customer relationships and where, I believe, that development is heading.

The innovation...