I can remember when customer relationship management (CRM) was the shiniest new toy in the IT bag of tricks. I was working with Tom Siebel and some of the smartest executives in the industry and we felt like we were ahead of the curve. Back then, contact management systems were the lifeblood of every business manager. We’d live or die by these vital records. And then, at Siebel Systems, we changed the game. We came to market with the right software solution at....

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