Index 217
W
WAP phone application, 28
Wave 1 analytical CRM, 72, 77-80
defined, 77-78
example, 78-80
personalization and, 80
reporting and, 80
Wave 2 analytical CRM, 80-84
customer data warehouse and, 81-83
data integration and, 80-82
defined, 80-81
example, 82-83
myths, 82-83
personalization and, 84
as emerging concept, 55-56
processes as, 58-60
providers (WSPs), 56
WebSphere, 61-62, 69
Wireless access protocol (WAC), 27
Wireless communication.
See
Mobile
communication
WML, 185
Workflow applications, 132-35
World Wide Web, 41.
See also
Internet; XML
WSDL, 185
X
XML
Proactive communication and, 83
Wave 3 analytical CRM, 71, 85-87
Webforms
communication channels and, 28
universal queue and, 50-51
webMethods, 46, 65
Web services
application delivery via, 59
application (WSA) model, 63-64
closer look at, 62-63
CRM and, 69
defined, 55, 185
Y
defined, 68, 185-86
as EAI enabler, 48
integration and, 67-69
as primary integration point, 48
SOAP and,
67-69,
102
as uniting element, 102, 114
XML.com and,
67-68
Year 2000 Bug, 37, 41
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