July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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The Evolution of Customer Relations to CRM 53
spaces (dialog). It will also transform customer information into a strategic
business tool to profile, segment, target, and retain valuable customers (dis-
covery), organize sales, marketing, and customer care in a consistent way
(discipline), and integrate back- and front-office processes (also discipline). It
is important that the CRM architecture integrates all elements — people,
processes, technologies, and organization — into one cohesive strategy.
4. Enterprise Application Integration Services
One of the fundamental keys to CRM success in enterprise architecture
development is the seamless integration of channels, people, and technologies
into conversation spaces that deliver value to customers. This ...
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