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5 views of CrmMarketingautomationCustomerself-serviceService andservicefulfillmentE-commerceSalesautomation7
Marketing Automation …designed to get the right mix of the company’sproducts and services in front of each customer atthe right time. Sales Automation Collaborative tools that enable all parties to thetransaction to interact with one another Service and Service Fulfillment Involves the customer retention and maintainingthe needs of the customer you already have.8
Customer Self-Service e-CRM. Capabilities that can be directly invokedby the customer on the internet via PC andwireless devices. E-Commerce capabilities such as shopping, marketplace,transaction and payment processing, and e-commerce security9
CRM IMPACTs On organization Shifts the focus from product tocustomer Streamlines the offer to what thecustomer requires, not what theorganization can make Competition for effective CRMprocess is created16
Establishes and maintainscustomer rapport Produces positive feelings in theorganization and the customers17