The future of CRM as reported by the New York Times? I wonder how soon Siebel/SAP/Salesforce will be changing their interfaces to suit this model?

In fact, Paul Johnston has remade his company on the idea that business software will work better if it feels like a game. Mr. Johnston is not some awkward adolescent, but the polished president and chief executive of Entellium, which makes software for customer relationship management. Businesses spend billions of dollars on such software to try to track their sales staff, their marketers, their customer service — anything that connects them with customers. Unfortunately, most of the software is the business equivalent of calorie counting. No one does it gladly. Worse, the software has a Big Brother aspect to it.

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