210 Index
History (CRM)
evolution timeline, 40-41
roots, 39-42
term origin, 40
themes of development, 41-42
Holy grail, 170
HTML, 48
IBM
Data Miner, 81
MQSeries, 32, 47, 68, 134-35
personal computers, 76
redefined, 61
SanFrancisco project, 61-63
WebSphere, 61-62, 69
Industry IT analysts, 35-36
Innovative Systems, 40
Integration
adapter, 179
chronology, 60-61
customer systems needs, 45-48
customized, 46
DCM and, 100-101
defining approach to, 66-67
e-mail and, 64-66
electronic process, 150-52
front-office application, 64-66
front ends, 57-58
implications for CRM, 63-66
IP messaging and, 149-50
middleware, 47, 135-36
of multiple communication channels,
15-16, 27-33
open API, 46
paradigms, 58-60
point-to-point, 46
portals and, 47-48, 116-17
ready applications, 66-67
strategy for channel development, 148-50
suite-based solutions and, 122
true dynamic, 152
Wave 2 analytical CRM and, 80-82
Webmethods' model, 46
WSAs and,
63-64
XML,
67-69
Inteliant Corporation, 40
Interaction patterns/decision point proximity,
161-62
Interactive voice response (IVR) systems
as consumer irritant, 11
as data transmission channel, 28
defined, 179
Internet
3G technology survey and, 8-9
business benefit, 16
companies.
See
Dot-coms
customer relationships and, 14
inquiry predictions, 27
marketing outlook, 14-16
mobile access to, 8-9, 14
portals, 54-56, 116-17
shoppers, 6
See also
E-mail; Web services
Internet protocol (IP) messaging, 149-50
Internet telephony (VolP)
as data transmission channel, 28
defined, 184-85
IP messaging and, 149-50
Inventory
DCM and, 100-101
SCM and, 100
IT analysis and research companies
as analysts, 35-36
interdependence with vendors, 38
vertical focus, 38
J
J2EE, 180
J2ME, 180
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