The fourth industrial revolution (4IR) continues to transform the business and technology landscapes. Customer relationship management (CRM) systems are examples of enterprise systems – the software platforms used to digitize and automate business processes and integrate organization-wide data – undergoing massive transformations. In particular, CRM practitioners find themselves responding to not only business enhancement requests, but also vendor-driven initiatives, such as mandatory service packs and upgrades. Accordingly, the processes of project portfolio management for these systems grow less intuitive as scarce resources are pulled in greater directions. Historically, CRM system capabilities were categorized through a typology of operational, analytical, and collaborative CRM. Though the first two of those dimensions have known operationalizations, a review of the literature reveals no clear operationalization of the Collaborative CRM construct. This paper seeks both to establish such an operationalization while simultaneously verifying whether this typology still applies to CRM systems undergoing the transformations precipitated by 4IR.