Integrating CRM with business processes is both a challenge and an opportunity. Not only are we faced with a proliferation of products, but also channels. Every day we wake up there is a new social media forum that our customers can touch us with, said Om Kundu who is on the Editorial Advisory Board for CRM Journal, and Director of Thought Leadership for ATP Board.

Are you taking advantage of opportunities? How aggressive are you integrating your CRM with products and channels?