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Now that the phrae CRM has finally become an industry accepted and universally understood business term that extols valuel beyond media hype, software claims and vendor self serving definitions, the most forward thinking industry participants have introduced the next era of CRM, called CRM 2.0. There is no single consensus for a CRM 2.0 definition, however, a number of generally accepted views suggest that CRM 2.0 has evolved from web 2.0 and social media and extends customer relationship building and collaboration through the combined use of culture and information technology tools which generate value for all parties and grow the mutual relationship. CRM 2.0 has clearly advanced the CRM software industry from a business to business (BTB) relationship focus to finally recognize and include the business to consumer (BTC) relationship.
CRM 2.0 Expanded