CRM System Evolution
The first stage of CRM systems focused on department-specific objectives, delivered via client/server systems. These systems usually addressed the needs of isolated departments such as the marketing department, sales and service, tech support, or the call center.
One system would extract a list of customer names for direct mail purposes, whereas another would focus on collecting customer information for marketing initiatives. Yet a third system would provide case management to the technical support team or call center personnel.
These systems were limited in their scope and focused inwardly on solving immediate problems of one area within a company. They were often developed by various vendors at different times, with no ...
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