1. Companies Return To Investing In Their Most Important Asset - Customers
2. Social CRM Hype Reaches A Crescendo
3. CRM Evolves To Become The Customer Management Ecosystem
4. Price/Value Trumps Functionality In Purchase Decisions
5. Customer Service Moves Back Into The Spotlight
6. The Struggle To Integrate Customer Data Continues
7. Scrutiny Of Business Cases Remains Intense
8. Following Best Practices Separates Winners From Losers

1. Regulatory mandated proactive communications.
2. Communications monitoring of employees across devices.
3. Customers will initiate more company interactions via social media tools.
4. Taming mobile phone spend.
5. Analytics and contact-center process re-engineering.
6. The communication-enabled business process concept will finally come into its own as a workflow tool that’s easy to deploy.
7. Unified communications: workers will, in three seconds or less, and three clicks, have access to many more resources

1. SFA Will Take on a Whole New Meaning, and Redefine CRM Once Again.
2. Social CRM is (Pretty Much) Ready for Prime Time.
3. Open Source is Still Important in 2010, and Still Not a Business Model.
4. Older SaaS Players Will Begin to See Pressure from True Cloud Applications

Source.
 

1. The cloud adoption trend will continue, and vendors without real software-as-a-service strategies will be even more challenged to compete. 
2. Cloud platforms will allow ISVs to develop, market, and monetize cloud applications at a dramatically faster rate than traditional ISV development.
3. Analytics go mainstream, as the user population expands beyond the traditional base to include marketers, risk managers and call center staff.
4. Structural unemployment cuts of 2009 will not be reversed in 2010 because organizations that have automated

1. Social Marketing technologies and strategies emerge as important aspects of corporate thinking 
2. Mobile CRM becomes a top priority for business and technology vendors
3. Technology companies embrace “social” versions of multiple parts of the enterprise value chain including (and especially) CRM, SCM, and maybe even ERP
4. Companies are moving toward creating ecosystems to fill out social CRM portfolios
5. Open Source as a factor in CRM will no longer be a differentiator
6. Customer service becomes the leadi

Read this article from Tom Steinert-Threlkeld on ZDNet. For more bullish predictions on cloud computing check this inventory of trends & forecasts for 2009.