Summary
To summarize, the CRM definition is an umbrella concept that currently consists of the following 10 components:
Time management
Sales/sales management
Telemarketing/telesales
Customer contact center
E-marketing
Business intelligence (executive information)
Field service support
E-business
Multimodal access
Data sharing tools
At the beginning of this chapter, we suggested that the above 10-component definition would be valid through the end of year 2002. Given the dynamic nature of the CRM marketplace, we expect this list of 10 components to evolve and change to reflect developments in the marketplace.
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