I've finished a new article on the hot buzzword topic of Customer Relationship Management. There really is something to CRM, even though from a technology perspective CRM really is just a combination of a lot of stuff we've been doing for a while now (salesforce automation + database marketing + call center). CRM offers the potential of whole new levels of efficiency and effectiveness to an organization, but it requires looking at the way the organization works in a whole new way in order to make the investment in the technology actually pay off.