Wayne Thompson: Paul, perhaps you could kick things off by telling us what's happening in CRM.

Paul Greenberg: Actually, CRM is morphing from what it was when you were actually talking about managing customer relationships, and has changed entirely to a customer engagement model, or is beginning to make that change. And it's a model that is saying, “Not only do you have to get the attention of your customers and engage them, but you have to begin to share the results of those engagements,” meaning the experiences that customers have. What's going on is that you're seeing increasingly intelligent uses of the Web 2.0 technologies, which are these whole sets of communications media and social media that allow the customer to actually do that, and companies are trying to figure out how to provide it. The thing that's so funny is that when you look at social networks, and when you look at blogs and podcasts like this one, and wikis, a lot of them are being done by the so-called customers, but as just social and individual ways of doing it, and the businesses are on the outside looking in at them.