One word of caution: It would be unreasonable to expect any initial
CRM automation system to include all 11 components since this would be
the equivalent of trying to swallow an entire elephant at one time. As you
review the following descriptions of the components, ask yourself which
ones seem to make the most sense for your company’s CRM initiative, and
consider the priority order in which you might incorporate them. Here are
the following components:
1. Time management
2. Sales/sales management
3. Telemarketing/telesales
4. Customer contact center
5. emarketing
6. Business analytics (executive information)
7. Field service support
8. ebusiness
9. Supply-chain management
10. Multimodal access
11. Data-sharing tools