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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