Chapter 3. The CRM Landscape: Why Now?
In this chapter
CRM System Evolution
Marketing Department Changes
CRM and Transaction Processing
Change Management and Market Strategy
The Technology of Microsoft CRM
Summary
Over the past ten years, CRM systems have evolved from departmental client/server systems to semi-integrated systems. Most CRM systems currently cooperate at the portfolio or application suite level, sharing information between a limited set of marketing, sales, and service applications. The newest CRM suites take CRM functionality to the Internet-enabled, fully integrated Web services applications that are being developed today.
Get Special Edition Using® Microsoft® CRM 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.
