Integration of CRM, E-CRM, and M-CRM Applications
Traditional CRM systems are company employee-centric. E-CRM applications as well as m-CRM applications (the “m” stands for “mobile,” as in mobile telephone), on the other hand, tend to be more customer-centric. CRM, e-CRM, and m-CRM applications have some overlapping functionality, but the architecture and delivery mechanisms currently vary considerably. For example, a traditional CRM customer service application tends to be designed to enable company customer service agents to record primarily inbound customer requests, issues, etc.; its underlying architecture may not be Web-based. A typical e-CRM or m-CRM application like a customer contact center or an inquiry form has its foundation in Web ...
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