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==History== |
==History== |
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The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking.<ref>{{Cite web|title=CRM History: The Evolution Of Better Customer Service|url=https://www.streetdirectory.com/travel_guide/124130/enterprise_information_systems/crm_history_the_evolution_of_better_customer_service.html|website=www.streetdirectory.com|access-date=2020-05-24}}</ref> At that time, businesses had to rely on [[Mainframe computer|standalone mainframe systems]] to automate sales, but the extent of technology allowed them to categorize customers in [[spreadsheet]]s and lists. One of the best-known precursors of modern-day CRM is the [[Farley File]]. Developed by [[Franklin Roosevelt]] |
The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking.<ref>{{Cite web|title=CRM History: The Evolution Of Better Customer Service|url=https://www.streetdirectory.com/travel_guide/124130/enterprise_information_systems/crm_history_the_evolution_of_better_customer_service.html|website=www.streetdirectory.com|access-date=2020-05-24}}</ref> At that time, businesses had to rely on [[Mainframe computer|standalone mainframe systems]] to automate sales, but the extent of technology allowed them to categorize customers in [[spreadsheet]]s and lists. One of the best-known precursors of modern-day CRM is the [[Farley File]]. Developed by [[Franklin Roosevelt]]’s campaign manager, [[James Farley]], the Farley File was a comprehensive set of records detailing political and personal facts about people FDR and Farley met or were supposed to meet. Using it, people that FDR met were impressed by his "recall" of facts about their family and what they were doing professionally and politically.<ref>{{Cite web|title=Software survey: CRM systems in 2021|date=27 May 2021|url=https://www.accountingtoday.com/news/software-survey-crm-systems-in-2021|access-date = 2 June 2021}}</ref> In 1982, Kate and Robert D. Kestenbaum introduced the concept of [[database marketing]], namely applying statistical methods to analyze and gather customer data.{{citation needed|date=November 2018}} By 1986, [[Pat Sullivan (programmer)|Pat Sullivan]] and [[Mike Muhney]] had released a customer evaluation system called [[Act! CRM|ACT!]] based on the principle of a digital Rolodex, which offered a contact management service for the first time. |
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The trend was followed by numerous companies and independent developers trying to maximize lead potential, including [[Thomas Siebel|Tom Siebel]] of [[Siebel Systems]], who designed the first CRM product, [[Siebel Systems#Key dates|Siebel Customer Relationship Management]], in 1993.<ref>{{cite web|url=http://www.nojitter.com/post/240172247/how-context-sits-at-intersection-of-crm-acd|title=How Context Sits at Intersection of CRM, ACD|access-date=8 June 2017}}</ref> In order to compete with these new and quickly growing stand-alone CRM solutions, established [[enterprise resource planning]] (ERP) [[software companies]] like [[Oracle Corporation|Oracle]], [[Zoho Corporation]],<ref name="Mukherjee-2017">{{Cite web |last=Mukherjee |first=Sharmistha |date=2017-02-02 |title=How to build a global company from a small town: The Zoho story |url=https://techseen.com/2017/02/02/global-company-zoho-story/ |access-date=2022-05-17 |website=TECHSEEN |language=en-US}}</ref> [[SAP SE|SAP]],<ref>{{Cite web|title = SAP R/3 SD Wiki|url = https://wiki.scn.sap.com/wiki/display/ERPLO/ERP+SD|access-date = 7 January 2019}}</ref> [[PeopleSoft|Peoplesoft]] (an Oracle subsidiary as of 2005)<ref name="McMillan-2005">{{Cite web|date=2005-01-10|title=It's official: Oracle closes on PeopleSoft acquisition|url=https://www.computerworld.com/article/2568706/it-s-official--oracle-closes-on-peoplesoft-acquisition.html|access-date=2021-08-18|website=Computerworld|language=en}}</ref> and [[Microsoft Dynamics NAV|Navision]]<ref>{{Cite web|title = Navision 3.0|url = https://dynamicsuser.net/nav/w/history/131/navision-solutions-3-00|access-date = 7 January 2019|archive-date = 3 June 2021|archive-url = https://web.archive.org/web/20210603095805/https://dynamicsuser.net/nav/w/history/131/navision-solutions-3-00|url-status = dead}}</ref> started extending their sales, distribution and customer service capabilities with [[List of embedded CRM systems|embedded CRM modules]]. This included embedding [[Sales force management system|sales force automation]] or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. |
The trend was followed by numerous companies and independent developers trying to maximize lead potential, including [[Thomas Siebel|Tom Siebel]] of [[Siebel Systems]], who designed the first CRM product, [[Siebel Systems#Key dates|Siebel Customer Relationship Management]], in 1993.<ref>{{cite web|url=http://www.nojitter.com/post/240172247/how-context-sits-at-intersection-of-crm-acd|title=How Context Sits at Intersection of CRM, ACD|access-date=8 June 2017}}</ref> In order to compete with these new and quickly growing stand-alone CRM solutions, established [[enterprise resource planning]] (ERP) [[software companies]] like [[Oracle Corporation|Oracle]], [[Zoho Corporation]],<ref name="Mukherjee-2017">{{Cite web |last=Mukherjee |first=Sharmistha |date=2017-02-02 |title=How to build a global company from a small town: The Zoho story |url=https://techseen.com/2017/02/02/global-company-zoho-story/ |access-date=2022-05-17 |website=TECHSEEN |language=en-US}}</ref> [[SAP SE|SAP]],<ref>{{Cite web|title = SAP R/3 SD Wiki|url = https://wiki.scn.sap.com/wiki/display/ERPLO/ERP+SD|access-date = 7 January 2019}}</ref> [[PeopleSoft|Peoplesoft]] (an Oracle subsidiary as of 2005)<ref name="McMillan-2005">{{Cite web|date=2005-01-10|title=It's official: Oracle closes on PeopleSoft acquisition|url=https://www.computerworld.com/article/2568706/it-s-official--oracle-closes-on-peoplesoft-acquisition.html|access-date=2021-08-18|website=Computerworld|language=en}}</ref> and [[Microsoft Dynamics NAV|Navision]]<ref>{{Cite web|title = Navision 3.0|url = https://dynamicsuser.net/nav/w/history/131/navision-solutions-3-00|access-date = 7 January 2019|archive-date = 3 June 2021|archive-url = https://web.archive.org/web/20210603095805/https://dynamicsuser.net/nav/w/history/131/navision-solutions-3-00|url-status = dead}}</ref> started extending their sales, distribution and customer service capabilities with [[List of embedded CRM systems|embedded CRM modules]]. This included embedding [[Sales force management system|sales force automation]] or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. |
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* {{annotated link|Vendor relationship management}} |
* {{annotated link|Vendor relationship management}} |
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* <small>{{portal-inline|Business}}</small> |
* '''''<small>{{portal-inline|Business}}</small>''''' |
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== References == |
== References == |
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Latin: A a Á á À à  â Ä ä Ǎ ǎ Ă ă Ā ā à ã Å å Ą ą Æ æ Ǣ ǣ B b C c Ć ć Ċ ċ Ĉ ĉ Č č Ç ç D d Ď ď Đ đ Ḍ ḍ Ð ð E e É é È è Ė ė Ê ê Ë ë Ě ě Ĕ ĕ Ē ē Ẽ ẽ Ę ę Ẹ ẹ Ɛ ɛ Ǝ ǝ Ə ə F f G g Ġ ġ Ĝ ĝ Ğ ğ Ģ ģ H h Ĥ ĥ Ħ ħ Ḥ ḥ I i İ ı Í í Ì ì Î î Ï ï Ǐ ǐ Ĭ ĭ Ī ī Ĩ ĩ Į į Ị ị J j Ĵ ĵ K k Ķ ķ L l Ĺ ĺ Ŀ ŀ Ľ ľ Ļ ļ Ł ł Ḷ ḷ Ḹ ḹ M m Ṃ ṃ N n Ń ń Ň ň Ñ ñ Ņ ņ Ṇ ṇ Ŋ ŋ O o Ó ó Ò ò Ô ô Ö ö Ǒ ǒ Ŏ ŏ Ō ō Õ õ Ǫ ǫ Ọ ọ Ő ő Ø ø Œ œ Ɔ ɔ P p Q q R r Ŕ ŕ Ř ř Ŗ ŗ Ṛ ṛ Ṝ ṝ S s Ś ś Ŝ ŝ Š š Ş ş Ș ș Ṣ ṣ ß T t Ť ť Ţ ţ Ț ț Ṭ ṭ Þ þ U u Ú ú Ù ù Û û Ü ü Ǔ ǔ Ŭ ŭ Ū ū Ũ ũ Ů ů Ų ų Ụ ụ Ű ű Ǘ ǘ Ǜ ǜ Ǚ ǚ Ǖ ǖ V v W w Ŵ ŵ X x Y y Ý ý Ŷ ŷ Ÿ ÿ Ỹ ỹ Ȳ ȳ Z z Ź ź Ż ż Ž ž ß Ð ð Þ þ Ŋ ŋ Ə ə
Greek: Ά ά Έ έ Ή ή Ί ί Ό ό Ύ ύ Ώ ώ Α α Β β Γ γ Δ δ Ε ε Ζ ζ Η η Θ θ Ι ι Κ κ Λ λ Μ μ Ν ν Ξ ξ Ο ο Π π Ρ ρ Σ σ ς Τ τ Υ υ Φ φ Χ χ Ψ ψ Ω ω {{Polytonic|}}
Cyrillic: А а Б б В в Г г Ґ ґ Ѓ ѓ Д д Ђ ђ Е е Ё ё Є є Ж ж З з Ѕ ѕ И и І і Ї ї Й й Ј ј К к Ќ ќ Л л Љ љ М м Н н Њ њ О о П п Р р С с Т т Ћ ћ У у Ў ў Ф ф Х х Ц ц Ч ч Џ џ Ш ш Щ щ Ъ ъ Ы ы Ь ь Э э Ю ю Я я ́
IPA: t̪ d̪ ʈ ɖ ɟ ɡ ɢ ʡ ʔ ɸ β θ ð ʃ ʒ ɕ ʑ ʂ ʐ ç ʝ ɣ χ ʁ ħ ʕ ʜ ʢ ɦ ɱ ɳ ɲ ŋ ɴ ʋ ɹ ɻ ɰ ʙ ⱱ ʀ ɾ ɽ ɫ ɬ ɮ ɺ ɭ ʎ ʟ ɥ ʍ ɧ ʼ ɓ ɗ ʄ ɠ ʛ ʘ ǀ ǃ ǂ ǁ ɨ ʉ ɯ ɪ ʏ ʊ ø ɘ ɵ ɤ ə ɚ ɛ œ ɜ ɝ ɞ ʌ ɔ æ ɐ ɶ ɑ ɒ ʰ ʱ ʷ ʲ ˠ ˤ ⁿ ˡ ˈ ˌ ː ˑ ̪ {{IPA|}}
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