Is Gartner right about their 5 CRM technology trends?

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Tags:
Cloud Computing
CRM
Customer Relationship Management
Gartner
Open IT Forum
Unified Communications
Open IT ForumRecently, Gartner outlined 5 trends changing CRM architectures:
  • Cloud Computing
  • Business intelligence and CRM
  • The shift from operational CRM to social CRM
  • Web-oriented architecture and its effect on CRM systems
  • Unified communications
While most of this makes sense in theory, I'm wondering if all these factors are actually being felt in budgets and real-life deployments. Any other trends you'd add in there, or take out?

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