The Internet has fundamentally changed the way we do business, and it has created huge opportunities for entirely new business models, from Web portals to e-commerce. Many of these new companies have succeeded, and many have failed, but this first wave of the Internet economy has set the stage for even more innovation and success throughout all sectors of business. The most critical processes for any company are those that directly touch their customers, since it is the customers that will ultimately determine a companys success or failure. Traditionally Customer Relationship Management (CRM) systems represent the core of every business and typically included Marketing, Sales, and Customer Support.

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