The rapid growth and expansion of CRM systems have been taken place in three dimensions - business process, industry and technology.
First, CRM systems have broadened support and automation of business operations, from call center operation, workflow management,
e-procurement, to sales force automation (SFA). Second, CRM systems have been deployed in a wide variety of industries
from financial CRM, marketing CRM, pharmaceutical CRM to automotive CRM. Finally, the CRM technology has evolved from traditional
CRM, online or Web based CRM, Hosted CRM, Mobile CRM to Wireless CRM.
Technical Architecture of CRM Systems
A CRM system consists of three major components:
Comparison of CRM Technology
- CRM Software - This is the backend of CRM systems which usually includes a relational database for storing persistent
information, an software applications for handling business logics.
- Client Hardware - It could be a PC or handheld devices for accessing enterprise information.
- Mobile Middleware - A middleware facilitates the interactions between CRM software and access devices or PCs.
The Mobile middleware provides great benefits for mobile workers to access and share enterprise information
across organizational lines and locations.
Online CRM, Web Based CRM, Hosted CRM, Mobile CRM and Wireless CRM are the terms that refer to information technologies used in
the implementation, deployment and integration of CRM systems.
- Online CRM - Online CRM or Web based CRM is a CRM system that uses Web pages as the UI (user interface) of a CRM system.
It eliminates the needs of deploying client software. Instead, it uses Web browsers as common and standard client software for
accessing enterprise applications.
- Hosted CRM - A hosted CRM is an online CRM whose CRM backend systems are hosted at data centers of ASP (Application Service Provider).
Online CRM eliminates the needs of deploying client software and eliminates the need of deploying CRM systems in-house.
- Mobile CRM - While a handheld device with browser-based UI can access web based CRM systems, the more robust
solutions for mobile CRM and wireless utilize a mobile middleware for the interactions between
the wireless device and the CRM applications.
- Wireless CRM - It highlights the connectivity between CRM backend software and access hardware (devices or PCs). Wireless CRM
is mobile and web based. It may or may not be a hosted CRM.
CRM Definition - What is CRM?
CRM Systems - Software, Business Processes, Users and Technical Architecture
CRM News Portal
Functional Modules of CRM Software Applications
Web Based CRM, Online CRM - Benefits and Vendors
Hosted CRM and CRM ASP - Benefits and Vendors
Mobile CRM and Wireless CRM - Infrastructures, Benefits and Vendors