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A reference model of a customer relationship management system for SMEs

: Schulz-Klein, E.; Ebbers, M.; Stender, M.

International journal of e-business strategy management 1 (2000), No.4, pp.327-335
ISSN: 1467-0305
Journal Article
Fraunhofer IAO ()
customer relationship management system; reference model

Available Customer Relationship Management (CRM) systems are usually targeted for large enterprises and don't match the needs of SMEs. Additionally SMEs that want to implement a CRM system are often struggling with business process modelling and the definition of suitable system requirements. Facing these problems, a CRM system reference model for SMEs has been developed, that documents general user requirements as well as aspects of system integration into typical IT infrastructures.