ERP

CRM

October 29th, 2007

Customer relationship management (CRM) is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer, vendor, partner, and internal process information.

There are three aspects of CRM which can each be implemented in isolation from each other:

• Operational - automation or support of customer processes that include a company’s sales or service representative
• Collaborative - direct communication with customers that does not include a company’s sales or service representative (self service)
• Analytical - analysis of customer data for a broad range of purposes

META Group (acquired by Gartner in April 2005) developed this conceptual architecture in the late 1990s, and dubbed it the CRM Ecosystem.

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