Had there not been this breakdown in communication, the FBI agent in Washington might have been able to review a broader array of information, including the 16 more recent e-mails Hasan had written to Awlaki, to make his assessment on whether the major was dangerous or not.

NPR: Mix-Up Denied Officials Info About Fort Hood Suspect

What if your claims or call center agent could seamlessly use real-time communication capabilities like instant messaging and video sharing or productivity features like mail-merge right inside of CRM?

FORBES: Insurance Companies Adopt CRM Tools To Boost Productivity

But spy-catchers usually prefer watching to pouncing, in hopes of finding a suspected agent's case officer or means of communication.

ECONOMIST: Russian espionage