ABSTRACT
This chapter begins by providing a discussion of important issues related to Customer Relationship Management (CRM). CRM is much more than merely a technology application, as you will learn. In fact, in many ways CRM is a key enabler of sales organizations to build relationships and create value with customers. You will also learn about a wide variety of sales technologies and how they can enhance contemporary selling. Gaining a grounding in these technology issues now will be very useful for you as we cover the various elements of the sales process and its management in Parts Two and Three of the book.
