CRM Technology Components:

The CRM technology components are:
§ CRM engine
§ Front-office solutions
§ Enterprise Application Integrations (EAIs) for CRM.

§ CRM Engine
1) The CRM Engine is the customer data repository or the data mart or data warehouse where all data on the customer is captured and stored.
2) This includes basic stuff such as name, address, phone number and birth date.
3) This could also include more sophisticated information like the number of time you access a particular website and what you did on the pages you accessed.
4) CRM engine provides a single gathering point for all individual customer information so that a unified customer view can be created.
5) CRM engine provides personalization

§ FRONT-OFFICE SOLUTIONS:
The front-office solutions are applications that run on top of the customer data warehouse (CDW).
The applications could be SFA, EMA or service and support and customer interaction applications.
The hallmarks of these front-office solutions are
a. Analytics
b. Reports
c. Instant access to information
In the client server architecture (environment), they provide employees with the information on what to do next with a customer.
The more specific applications provide an element of self-service for the customer.

§ Enterprise Application Integrations (EAIs) for CRM.
These sit between the CRM back office and front office.
They also sit between the newly installed CRM system and the been-around-forever enterprise legacy systems.
They also allow CRM-to-CRM communications. “They” – are pieces of code and connectors and bridges that as a body are called EAIs, formerly known as middleware.
EAIs provide the messaging services and data mapping services that allows one system to communicate with other system.