Aspects
A high-level architecture overview of CRM .There are three aspects of CRM which can each be implemented in isolation from each other:
Operational - automation of customer processes that offers support to a company’s sales or service representative
Collaborative - the program communicates to customers without a company’s sales or service representative (self service)
Analytical - analysis of customer information for multiple purposes
Technology considerations
The technology requirements of a CRM strategy can be complex and far reaching.
The basic building blocks:
- A database for customer information.
- Operational CRM requires customer agent support software.
- Collaborative CRM requires an interactive system, e.g. an interactive website, automated phone systems etc.
- Analytical CRM requires statistical analysis software as well as software that manages any specific marketing campaigns.
- Each of these can be implemented in a basic manner or in a high end complex installation.
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