Traditional CRM (Customer Relationship Management)
depicted in Fig. 1 contains 3 modules, marketing to gather
information that will be delivered as lead, sales to follow up the
lead to become revenue for the company, and support to
provide after sales service for the customer and gather
information from customer that will also has the possibility to
become lead. Thus, the company's revenue depends on the
marketing and support performance to retrieve and extract
information from any source that has the possibility to become
lead. The lead itself can be further categorized into several
level of possibility, for example hot lead reflects a high
possibility a lead can become revenue and cold lead reflects a
low possibility a lead can become revenue