ABSTRACT
This chapter provides readers with an understanding of technology concepts, specifically how they are related to CRM in a business context. The field of technology is dynamic and complex and is filled with acronyms. We have, however, chosen not to overwhelm the reader with these acronyms or with technical details. Our approach should leave the reader with a firm grasp of the areas to be addressed and the types of decisions that need to be made regarding the CRM initiative. We also include a list of CRM technology-enabling companies. As this is a dynamic industry, information may change from the time of printing; the textbook website (www.routledge.com/9780415896573) contains links to more in-depth and current information.
