An article on Internetnews indicated that in a tough economy CRM activities will be integrated into social networking. Business/customer relations will be focused on high-value activities.

"It is not enough to ensure business value in new projects; enterprises will begin focusing on customer retention instead of customer acquisition to stay afloat, Forrester predicts. 'During an economic recession, sustaining revenue growth - or forestalling revenue erosion - becomes even more critical,' the company wrote."

Companies will focus on a great customer experience which will benefit all involved.