Definition of CRM Business Capabilities Model:
CRM Business Capabilities Model is a decomposition of the customer relationship management functions into elemental building blocks organized into logical groups. The business capabilities are an abstract construct useful in aligning business and technology and anchor future state roadmaps to a set of stable entities. CRM business capabilities are useful in several use cases and are a foundational building block of CRM business architecture.
Customer Relationship Management Capabilities Model, CRM Capability Map, CRM Capabilities List
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