The following research report presents the results of
studies on CRM solutions and proposes a new approach to
overcome identified limitations of CRM implementations.
Derived from the identified research gap regarding
failures of CRM a market study was carried out among CRM
software producers and vendors. Hereby we differentiated
in four different perspectives: business, process,
functionality and infrastructure. The aim of this
differentiation is to better locate the problems of
today’s CRM solutions for the different layers within a
company. Our main conclusion is that business
requirements of today’s companies do not fit with the
nowadays CRM solutions. Control, data sharing,
multi-modal access, analysis and process flexibility are
not supported sufficiently. Based on the research
results a first approach for innovative CRM middleware
is presented. pdf 2002
