Customer loyalty through deeper engagement and differentiated experiences continues to be a critical priority. Customer relationship management (CRM) technology has evolved, particularly in light of the growing importance of vendor consolidation, new solutions, social computing, increased use of software-as-a-service (SaaS) solutions, and the ongoing consumer mobile mind shift. This report helps application development and delivery (AD&D) professionals understand the use cases, business value, and outlook for the extended CRM technology ecosystem.