Butting Life Cycles
There is a tension resulting from the dynamics of today's CRM marketplace, where one CRM life cycle (client/server technology) is butting heads with a newer CRM life cycle (Web-based, e-customer). The life cycle based on client/server technology largely supports employee-facing CRM systems (aimed at helping internal sales, marketing, and customer service personnel), whereas the newer Web-based, e-customer life cycle supports more customer-facing CRM systems (where customers use Web browsers to access companyspecific information and services). Moreover, the increasing availability of new Web-based tools has helped to accelerate the impressive growth of the Web-based, e-customer life cycle.
What, you may ask, is likely to happen ...
Get CRM Automation now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
