Recently, I rallied five of the industry’s top thought leaders to devise the second edition of the CRM Next 5 in 5 report by Software Advice, a CRM systems reviewer. The report lists five technologies that will change customer relationship management in the next five years.

In the 2012 installment, our group talked a lot about advances in Big Data, Social and Mobile. The same themes were repeated this year, but the specific ways each is applied in the CRM context has evolved. ...