Technology Implementation
The ability to integrate with legacy systems is a critical success factor for CRM implementations. CRM
software not only comes with its own built-in processes it also comes with its own data schema with specific formats
and semantics. Customer data that exist in files and databases of many legacy systems need to be consolidated and
shared. Different system functions should be leveraged and coordinated to support new processes. Implementing a
new CRM module is like adding a room to an existing house. It requires the guidance of the blueprint of the house to
ensure everything fits together both in function and form. Point-to-point integration without a roadmap for
information and functional sharing quickly increases the level of complexity, redundancy and inconsistency across
the systems. The enterprise model provides an integrated framework for information and process sharing between
various systems including CRM, ERP, SCM, MRP and other legacy systems. The separation of the conceptual,
external and internal levels of the enterprise model further protects the CRM initiatives from technological changes.