Summary

This chapter has reviewed the development of customer information technology, from simple list management to the more complex disciplines of CRM in practice today. CRM products have evolved from isolated client-server applications to the Internet-enabled systems that put the customer in control of their interaction with an integrated enterprise.

CRM systems have become focused on the 360-degree view of the modern customer, as seen through multiple business channels and types of access. The Internet has played a huge role in shaping the current direction of CRM, just as Web services, ubiquitous computing, and broadband connections will continue to shape its direction in the future.