As the New Year approaches, Scott Nelson at the Gartner Group has decided to post a few customer-centric resolutions.  We find the first three to be particularly poignant...now if we could just lay off cheesecake. 

Resolution 1: Take CRM seriously. Instead of just paying it lip service, how about really making it a mission-critical strategy this year.

Resolution 2: Actually start a dialog with customers. Talk to them and listen to what they want.

Resolution 3: Stop thinking of CRM as a technology, and instead think of it as a strategy.