This is especially true in customer management, where new touchpoints – Web, mobile, social, etc. What this means in practical terms is that companies wishing to coordinate customer treatments across channels need to knit together their separate touchpoints. To some degree they also compete their ability to connect with data sources and touchpoint systems. But every vendor I've spoken with says this integration is easy, so it doesn’t seem to be a major point of differentiation. One of the few dependable rules in the software industry is that Suites Win.