CRM: A Way of Thinking About Customers

Marketers have many ways to influence customers' purchasing behavior and decisions. They start with advertising aimed at acquiring new customers and continue through sales and customer service that generate repeat orders. Until recently, it was normal for many of these functions to be performed by a company's different departments, which did not act as a unified team.

Allen, Cliff. Allen.com (2003). Design>Web Design>Marketing>CRM