This year will go down as an important turning point in CRM. For the last decade and a half, we’ve been simultaneously building and destroying CRM — first by linking all of the disparate databases to get that 360-degree view, and then by adding important accessories like social and analytics, to name just two. At the same time, we’ve been busy tearing down conventional client-server architectures and spinning up the cloud. This year marked the point when most vendors were most of the way to the cloud.