ABSTRACT
Although CRM is a business strategy, it’s enabled by technology. Widespread storehouses of customer data residing in ERP systems, sales force automation, call centers and integrated point-of-sale systems have made customer data available in large volumes. Database management platforms enable the business community to access this data to gain new insights into their customers through a variety of analysis methods. Perhaps most significant, the Internet provides a completely new way for businesses to interact with their customers, producing a landslide of fact-filled customer-related datastreams.
