In this article about CRM, Dave Greenfield talks about how Web 2.0 capabilities can help companies achieve more effective relationships with customers and better leverage stakeholder brainshare.

Community and collaboration tools are coming to CRM.

During the past six months, Salesforce.com and Oracle have delivered new features and products that allow organizations to identify the hottest ideas faster, improve team productivity and enhance large organizations’ ability to deliver more personal customer service.

This story continues here