Technology Elements in CRM 2.0

Technology	Context
Customer Support Self Support	Provide a unique customer experience by providing exceptional customer support
Sales Force Automation Sales Intelligence	Empower the sales force with the tools and data they need to work efficiently
Enterprise 2.0 Collaboration tools	Allow employees to collaborate internally and externally with the applications they know and love
Wiki-Webs Forums	Collect and share knowledge in order to leverage what has already be done
Enterprise Search Engines	Find information quickly – independent of the place
Blogs Idea Banks	Self expression and information sharing with colleagues and customers
Social Bookmarking Tagging	Leverage the “wisdom of the crowds” Crowdsourcing
Mashups	Reassemble existing pieces of information and functionality and build a new service
Really Simple Syndication (RSS)	Subscribe to streams of data on the WWW (e.g. blogs, changes in a wiki, etc.)
Search Engine Optimization (SEO)	Optimize the internet presence of the corporation for search engines, so that customers an easily find them
Campaign Management and Marketing Tools	Toolkit to find the right customers of a campaign and execute the campaign effectively
Analytical CRM Business Intelligence (BI)	Analyze customer behavior and draw conclusions; calculate lifetime value, up-sell and cross-sell opportunities, etc.
Real-time Events Dashboards	Empower employees and management with real-time information; Automate actions based on real-time information and events