Customer Relationship Management Based on Web 2.0
Ma Feicheng · Information Sciences · 2008
With the coming of Web 2.0,the growth of on demand or Software-as-a-Service has fueled the development of CRM.Organizations of all types and sizes have more options to fit their CRM requirements.This paper provides an overview of Web 2.0 and its importance to CRM,presents a detailed description of the features of on demand CRM solution,then describes and analyzes the four most popular CRM deployment scenarios which may matches the business needs of different enterprises.It also points out the challenges which CRM has to face.