CGM Evolution

The document discusses challenges facing the emerging customer relationship management (CRM) industry. It notes that early CRM leaders like Cymfony have struggled to impress large brand owners due to a lack of standardized metrics across vendors. Mid-sized companies also have difficulty benefitting from CRM services because they do not control enough brand equity. The document proposes a new model for CRM that connects large multi-national corporations with small- and medium-sized enterprises, providing daily, cost-effective brand intelligence through a unified customer service and product performance taxonomy.