Advances in technology, particularly mobile, provide companies with expanding platforms to reach their target customers. Smartphones, tablets and desktop computers can extend audience reach, but is the content shared through these vehicles resonating with your intended audience? Is it building and/or maintaining relationships? Does it provide a third-party view of your organization?

Are you ready for 2013? Now's the time to work on next year's CRM strategy. In my previous article, I provided tips on how an organization can more effectively mobilize itself internally. This second piece provides a perspective on how to approach the external planning process differently to set up for success in the next year.

What the Chick-Fil-A media storm tells us about CRM.

One perennial source of frustration for e-marketers is when a qualified prospect comes to your website, clicks on various pages and items, and leaves ... without making a purchase. In the world of brick-and-mortar stores, this is called browsing. In the online world, it's called a lost opportunity!

The rise of social media has forever altered the way people and businesses communicate. The explosion of social has been tremendous, as Facebook closes in on one billion consumers and Twitter approaches 200 million, not to mention emerging platforms like Google+, Instagram and Pinterest.

When was the last time you watched a television show without checking your email, playing a game of Words with Friends or scanning the Web for additional information? When was the last time you attended a conference without tweeting? Can't remember, right?

Much has been debated and written about the changing role of marketing. Regardless of your opinion on the topic, it's clear that today's marketing looks almost nothing like the practices of just 10 years ago.

We're midway through the summer, and planning for 2013 has already gotten started. Now's the time to reconsider budgets and assess new investments to figure out how your brand can amplify its consumer relationships. With that in mind, I've put together a two-part series on what every CRM executive should focus on as they plan for the new year: 1) your internal organization and 2) your external vision.

Landing a job in today's tough economic times is difficult. People often must commute many miles because their local community has limited opportunities. With this in mind, more and more customer care call centers are initiating opportunities for agents to work from home. Rather than driving a long distance to sit at a desk, agents now have the luxury of doing their jobs and providing customer care from the comfort of their own home.

Are your CRM efforts aimed at a "big tent" strategy or just a pup tent? Do you know?