This might be a big year for CRM. I say might because I am not clairvoyant, and humility is on the resolutions list. CRM has gone through five 5-year cycles during the past few decades. That trend feels as old as SaaS at this point, and I think we're going to embark on a new cycle that will take roughly five years to reach fulfillment. The big question now is: "What will it be?"

The idea that CRM products should be priced according to the utility they deliver sounds good, but it raises a lot of questions too. With value pricing, you might expect the cost of CRM to rise and fall as a business gets more or less use and value from its investment, but who gets to determine the value received and, while we're at it, what is the right measure of value?

While the pandemic has been painful, it has caused things to accelerate in several areas impressively rapidly. Two of those areas are robotics and artificial intelligence, which we'll see adapted broadly this decade with a considerable bump in 2021. Let's talk about all of that this week, and we'll close with the first product of the week in 2021, the Somnofy AI Sleep Monitor.

TechNewsWorld columnist Rob Enderle looks back at all of the Products of the Week he selected during the year and picks the one that made the most significant impression to crown the Product of the Year. Let's look at the contenders that made the initial cut, and then he'll rank the top four products leading up to the 2020 Product of the Year.

Sometime in the 2030s PCs and phones will merge, if they hadn't already. In the 2040s people and personal technology will merge as humans and robotics evolve into hybrids of each other. Since we're approaching the end of 2020, let's talk about what's on the way over the next three decades, and build up to what's in store for personal communications technology in 2050.

Qualcomm last week launched its Snapdragon 888 platform which will show up in premium phones next year. This promises to take the high-end of Android smartphones to levels of performance they've never seen before. Let's talk about what is coming to market in Android phones -- and likely iPhones -- next year, because you've got to believe Apple watched this launch and is now furiously working to create similar functions.

When we decided on a plug-in hybrid, after a lot of research it narrowed down to three with the right balance of performance and efficiency. Those were the Audi Q5 e, the BMW X3 Plug-in Hybrid, and the Volvo XC60 Recharge. Let's walk through what we ended up with, and why, because it wasn't at all what we expected.

Last week Apple announced a partial pivot away from x86 to ARM with one of those claims so outrageous it could have only come from Apple. The company claimed its new ARM-based PCs would outperform 98 percent of those already in the market. No proof points, no material examples, no listed benchmarks. Just "trust us," this processor optimized for smartphones is magically better than processors designed to run PCs.

Healthcare is a mess, not just here in the U.S., but in most countries. Some of the biggest problems in this data-rich era are the lack of interoperability and fact-based advice. Two companies that stand out as aggressively trying to fix this are IBM and Microsoft. Let's contrast IBM's and Microsoft's healthcare efforts this week -- and we'll close with my product of the week: the most advanced electric motorcycle on the market.

Powerful events and product launches by Cisco, Lenovo, Microsoft, and Qualcomm promise to make our future brighter. From more effective courts and legislators, to flexible and intelligent robots, to tools we can use to improve remote productivity, to validation that our justice system works -- last week was remarkable.

We're moving at an impressive rate to create virtual worlds, but we have missed several critical elements. Now HP has taken a considerable step to usher us to a future where we really can mostly exist in a virtual, rather than real, office environment; and not only get more done, but be safer as well.

The fact is that people tend to judge us by our appearance. For a lot of folks on video calls, that appearance has degraded sharply this year. Wrinkled clothing, no makeup, partial beards, hair on men down to their shoulders, and work locations that are sloppy, dingy and dark. These all have become everyday experiences on video calls. A few vendors recently showcased new tech to address how we look and sound in online meetings.

Once upon a time, it seemed no organization had its finger on the pulse of technology more than research consulting firm Gartner. Global corporations, technology companies, and the investment community have trusted Gartner for insights and analysis across a range of market sectors. But today, that leading position has eroded, and the merits of one of the company's most widely known and used tools, the "Magic Quadrant," has lost its relevance.

Like a lot of you, last week I watched the congressional testimony from the CEOs of Amazon, Apple, Facebook and Google -- and there were a lot of apparent things that were problematic. One is that there are folks in Congress that likely shouldn't be in Congress, and another is that each company has some serious issues they haven't dealt with.

Our infrastructure wasn't set up to suddenly shift massive amounts of traffic from companies to homes. Exacerbating this are cable networks with shared capacity because they were built with the idea that most folks wouldn't be using them at the same time. 5G might be the only realistic way to deal with these issues on a sustained basis.

I've been covering video conferencing since before we called it video conferencing. It has been an exciting and somewhat painful technology to watch because it seemed like everyone in the segment fundamentally didn't understand that if you don't have interoperability and didn't focus on ease of use, it wouldn't work. Let's talk this week about why Microsoft Teams is trending to be the new standard for video collaboration.

IBM is chasing two of the three technology areas that I think will change the world as we know it over the next two decades. The three technology changes that I'm watching are robotics, AI computing, and quantum computing. IBM's focus has been on AI and quantum computing. I got an update on their AI efforts last week, and they have moved the ball a lot over the last few months.

Twitter had a data security problem last week that might sound trivial. Email addresses, phone numbers, and the last four digits of the credit cards used to buy ads on Twitter were left in browser cache after the transaction, and that cache was not secured. This may seem trivial, but the consequences could be far more significant than you might think. Let's explore how.

If you search for "why CRM fails" you get over three million results. Analysts report that close to half of all CRM projects fail and about 40 percent of CRM software purchased goes unused -- because sales teams don't want to use software that makes them glorified data entry clerks and still doesn't "work." As a CRM industry veteran, this ongoing failure rate hits close to home, and in my experience is much higher.

Being locked up at home can drive people a little nuts. Several technology products have been particularly helpful while sheltering in place, making this semi-forced timeout feel less like a punishment and more like something I could endure. The Atmoph Window 2, for example, looks like a picture on your wall, but inside the frame is a connected 27-inch 4K display that is tied to remote cameras.

In these trying times, kids have to deal with a lot of stuff they weren't prepared for: a significant loss of weeks of education, damaged GPAs, and no assurance they'll be going back in the fall. However, some schools were able to pivot because they already had implemented remote programs that were mature, easily implemented, and designed by teachers for teachers.

I'm a member of what is likely a reasonably sizable informal group of people who trained to be a CEO but declined the job -- in my case, several times. So I don't envy the position that Twitter CEO Jack Dorsey is in as he tries to figure out a way to do the right thing concerning the spread of false information and defend his company against an attack by the designated leader of the free world.

These are extraordinary times, in case you haven't noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role -- the "CRMification" of society. In economics we often see a disruptive innovation climb a ladder as it becomes something that society needs, as well as wants, until it becomes essential.

One of the exciting things that came out of Microsoft Build was that the company has been working to create virtual court solutions. If done right, a virtual system could fix a lot of court-related problems. It would allow judges to work around their schedules better and give attorneys improved access to online resources. It also might provide a way for jurors to improve their understanding.

CRMification is the process by which the culture absorbs CRM technology, processes and techniques to achieve some kind of new utility for getting things done better, faster and cheaper. Today we should add safer too. Another way to state it is that CRM is a disruptive innovation in the culture. The next normal will have something to do with CRM.

Nvidia just held its GTC event, and of the virtual keynotes I've seen so far, CEO Jensen Huang's was the best. That's because the company made the decision to cut it into segments, mostly under 16 minutes, so viewers didn't have to watch things they weren't interested in. Also, Jensen mixed up the content between the speaker, videos and static images, so it was interesting to watch.

Oracle appears to be undergoing a kind of resurgence during the coronavirus crisis. Financial analysts are saying nice things about its ability to pay dividends even in tough times. Its technology, which always has been good, is seeing an interesting uptick. All of this is buffing the company's image after years of, yes-but responses from the market.

IBM's outgoing CEO Ginni Rometty gave a compelling talk at IBM Think last week on how the company is fighting strategically for diversity. I know of only one other company, Cisco, that is taking a genuinely holistic, strategic view of the problem, resulting in a broad positive impact. The reason I can name only two companies is that most are taking a tactical approach.

Warren Buffet once said, "Only when the tide goes out do you discover who's been swimming naked." You can cover over a host of sins when times are good, but bad or unsafe practices will be exposed when times are rough. Time and experience have borne out the accuracy of this witticism in the financial arena -- and we're now seeing its applicability to the intersection of infosec and COVID-19.

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people following the industry, I get a modicum of joy when a vendor adds something new to the toolbox.