Information technology for CRM

1. Go online and visit the websites of two mid-market CRM vendors. Compare and contrast their offerings.

2. What do you understand by the term 'knowledge management', and what role does technology play in it?

3. In the context of an organization with which you are familiar, identify the channels that are used to interact (communicate) with customers and assess the degree to which the use of those channels is integrated. You'll find it helpful to investigate what is meant by channel integration first.