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The CRM is moving from reactive to proactive

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Ryan Ginsberg said it on the show and I have been thinking about it since: "We're in this moment of the CRM space transitioning from reactive to proactive. It is no longer the export and the CSV pivot table analysis and the PowerPoint deck. It is just there." The example on the table was ticket topics in Help Desk, and Casey and I were right there with him. If you've been building a report every time someone asks a question, this is the shift to get ready for.

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