CRM is not itself a technology -- it's a discipline enabled by a technology. But the ideas are so completely enmeshed with technology today that it's almost impossible to talk CRM without lapsing into jargon. That's led to the abduction, abuse and expropriation of technical terms, which often results in confusion over what they actually mean. Just look at how terms like "the cloud," "customer experience" and "social CRM" have been loosely handled. At this stage, the definitions of these terms are cloudy at best. 
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DIGITAL JUICE
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