Presentation done in conjuction with the CRM Association (CRMA), adressing how blogs, podcasts, customer-generated content, and business social networking are affecting the customer relationship. <br> <br> Agenda:<br> <br> - Intro : How 'Web 2.0' Is Affecting CRM<br> - What's Happening : Sales<br> - What's Happening : Marketing<br> - What's Happening : Service<br> - What's Coming : An Increasing Focus On Trust In Business Relationships<br> - Wrapup<br>