graphic from The Customer Relationship Management Ecosystem by MetaResearch.
In this graphic, there is the operational system and the analytical system. Our focus will be on the analytical system. What needs to be involved, how does it need to be involved and how can it help us. 3. CRM: SOLUTIONS DRIVE ANALYTICAL APPS MARKET -- By Gina Fraone -- The tentacles of customer relationship management are numerous and far-reaching. The latest market segment to feel its strong prodding is analytical applications. Revenue for the analytical applications market was expected to grow from $2 billion in 1999 to more than $6 billion in 2000, according to International Data Corp., in Framingham, Mass. Of that $6 billion, more than $2 billion was expected to come from the CRM segment. The driver? A major component of CRM is collecting and analyzing data from across the enterprise to improve customer relations. As a result, the study says, both new and established companies are in need of analytical applications that will perform those tasks. Ford rebuilds its IT engine for e-business After taking a hard look at its IT organization, Ford realized it wasn't ready for customer-focused e-business. So the company launched a top-to-bottom overhaul of its IT engine. http://www.eweek.com/a/pcwt0102011/2677487/