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Chapter 2. CRM Basics > Effects of E-business and Evolving Capabilities

Effects of E-business and Evolving Capabilities

It's clear that the Internet has brought about a new level of productivity and competitiveness for individuals and businesses worldwide. But this online revolution has also created significant challenges for organizations. As customers rush to use Web services providing instant and personalized attention, businesses are struggling with managing increased competition, eroding customer bases, and growing financial pressures through outdated business models that are supported by a multitude of unintegrated technologies in their environments.

Enterprise Applications

Global 2000 organizations are defining and implementing a new breed of e-commerce functions that cut across traditional application boundaries. These enterprise applications require corporate-wide strategies for integrating transactions, information, and business processes. The ability to successfully manage the integration of these business processes is a key indicator for success in implementing customer relationship management (CRM) initiatives.


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