CRM systems have large and intricate databases that describe customer interaction, and most of the effort goes into recording and managing the ongoing conversation between your firm and the customer. CRM systems have information about prospects, customers, e-mail/phone conversations, sales opportunities, and post-sale support. But look inside most CRM systems, and there's very little information about collaboration among your employees: just basic profile identification information and a dozen settings. In most CRM systems, it's difficult to see the totality of a user's activities: the system's focus is on the customer and the development of a deal, not about the conversations happening between users and their attempts to leverage information across your company.