A reference model of a customer relationship management system for SMEs

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.