At the end of the day, businesses need to realise that marketing will be impossible without social networks in 10 years time. Clever use of CRM and rising technologies like session initiation protocol (SIP) will enable businesses to facilitate social networking among people on the same flight or attending a networking event, for example.

Ed Thompson

The future of CRM is social, says Gartner analyst - Ireland’s CIO and strategy news and reports service – Siliconrepublic.com