The leading IT analyst firm Gartner has done a great review on what the focus for 2012 is. The research was broken down into Sales, Service, e-commerce and Marketing.
Sales Priorities – Social CRM Sales, Sales Content and Collaboration
Customer Service Priorities – Intelligent Agents, Mobile Support, Video for Customer Service
E-commerce priorities – mobile device storefront, social commerce, and mobile payments
Marketing Priorities – digital marketing, Marketing resource management(MRM) and Mobile Marketing Apps