APPLICATIONS
An Integrated Framework for CRM
The enterprise information roadmap ties various processes and technology representations to the conceptual
CRM through the mappings of corresponding components in the enterprise model. For example various
representations of a customer stored in different databases and file systems can be mapped to a common data
definition in the enterprise data model. Similarly, various process implementations of customer service through call
centers and Web applications can be mapped to a common functional definition in the function model. The