Traditionally in this year-end piece, I peer into my cloudy crystal ball and forecast the year ahead in CRM. Sometimes I’m close, other times not, but either way, my predictions quickly are forgotten. This year, I’ve decided just to say what I want rather than what realistically might happen. Since my vote has all of the authority of yesterday’s news, it will follow the prognostications of years past. I’m angling for a unified theory of CRM. It’s what my books have aimed for, and I think it’s about time for us to discuss it in concrete terms.