CRM: The Past and the Future

Goldenberg, Barton
January 2006
CRM Magazine;Jan2006, Vol. 10 Issue 1, p18
Trade Publication
The article focuses on the accomplishments of the customer relationship management (CRM) industry in the U.S. for the past 25 years. During the early eighties, CRM emphasized on salesforce automation (SFA), and from early to middle nineties, offered SFA plus customer service-and-support functionality in the same software package. Most integrated vendors began to offer marketing automation capabilities and business analytics and e-customer business functionality began to show up in CRM software.


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