At the internal level, the Technical CRM Model (TCRM) represents the physical implementations
describing the technical “how”, “where” and “when”. The TCRM consists of the internal views of data structure and
storage, software modules, hardware platforms and communications networks. The internal view of CRM
represents the technical architecture supporting CRM strategies.
The key concept behind the enterprise model is the physical separation of the conceptual, external and
internal views of the enterprise, but yet preserving their logical connections. The Enterprise Information Roadmap
(EIR) defines the mappings and rules of associations between the various components of the enterprise model. The
virtuality of the model (the three layers and respective components being physically separated but logically
connected) insulates enterprise information assets from process, organizational and technological changes. The
enterprise model serves as the blue print for the integration of CRM data, processes, and systems. It provides a
unified view of the customer independent of process and technical implementations.