Examples of Applications of CRM in Business

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SAP

SAP offers a number of CRM scenarios, including ones for Internet sales, Internet customer self-service, service-interaction centers, field sales, field service and business partner collaboration (Barnes, 1994, p. 28).

Enterprise Customer Management

Enterprise customer management (ECM) uses state-of-the-art technology and makes it possible for all customer service activities to be integrated in a consistent way. ECM seamlessly integrates customer interactions across the enterprise and manages these interactions over a customer's lifetime. People, processes and technology are heavily affected when managing this change (Ahlert, Henning, "Enterprise Customer Management: Integrating Corporate and Customer Information") (Jenkins, 1999, pp. 261-262).

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