Provide better customer service.
Make call centers more efficient.
Complicate marketing and sales processes.
Help sales staff close deals faster.
Supports traditional transactional processing.
Supports day-to-day front-office operations.
Supports operations that deal directly with the customers.
All of these.
All of these
Identify opportunities for expanding customer relationships.
Identify opportunities for cross-selling.
Identify opportunities for up-selling.
Define information needs and flows.
Build an integrated view of the customer.
Clearly communicate the CRM strategy.
Implement in iterations.