5
Evolution of CRM
Mass Marketing Target Marketing CRM
6
Mass Marketing
Replaced the intimacy of direct sales One way communication Wide geographic distribution Lost is the personal touch with the customer Mass marketing was enabled trough the technological improvements in TV, radio, printe
13
CRM Environment
Applications, Platforms
Vignette, Websphere, Broadvisi on etc…
Communication channels
Traditional direct marketing, El ectronic direct marketing, call c enter
20
Key Technologies and skills
Operating Systems – Linux, Sun Sola ris, Windows NT etc…
Platforms and Web Application Server s – Zope, Domino, Netscape, Apach e
18
Objectives
To be a technology center of excellence among the Interactive groups in t he region and worldwide.
