ABSTRACT

Author Defi nition by the Gartner Group Year developed 2004 Also known as CRM, Sales Force Automation, Enterprise Relationship Management Objective Determining the enterprise's strategy towards customers Model https://s3-euw1-ap-pe-df-pch-content-public-u.s3.eu-west-1.amazonaws.com/9781003022022/ab37308f-6b95-443b-85a9-47d811a777ce/content/fig32_40.jpg"/>