Given the low expected profit margin, a CRM solution at Google would likely come from a 20% project (or rather, the equivalent thing these days since last I che

Given the low expected profit margin, a CRM solution at Google would likely come from a 20% project (or rather, the equivalent thing these days since last I checked 20% is basically dead as a formal concept). Nobody expected GMail to blow up the way it did, for example; it happened because some Googlers decided they could probably do a web-client-fronted mail client with a Google search engine attached to it and if they did it'd be really cool. But even with their, what, 180,000 people these days, I think it's entirely possible nobody is as excited about CRM as Paul Buchheit was about email services.