But this isn't just the latest and greatest technology, its good old integration between systems that semes to be the biggest stumbling block. In an eConsultancy report from earlier this year, there were considerable technical integation issues raised by lots of respondents
A focus on other business priorities is preventing organisations from successfully tying up their online and offline data, according to half to companies surveyed. It is alarming that so many companies are not prioritising an integrated approach to CRM.
Or to use another statistic from the same report...
Only a fifth of companies (20%) say that they are definitely able to link data from the online channel with back office systems