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The evolution of application platforms and architecture best practices always precedes the evolution of application architectures. In other words, times change, and then vendors change their products to adapt to the times. Customer Relationship Management (CRM) applications can benefit greatly from Service-Oriented Architecture. For many organizations, CRM applications typically require extensive customization and integration, and Service-Oriented Architecture promises to make this easier and reduce associated costs. The future of CRM applications will likely be divided into two camps: large monolithic applications with built-in processes that are difficult to customize; and applications built using Service-Oriented Architecture that are more nimble and enable customized processes.

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