Part 1 - IntroductionPart 2.1 - SCRM-E2.0 Pivot PointPart 2.2 - SCRM Business FunctionsPart 3 - SCRM Rules LayerWe find ourselves now having to decide which channels (remember? Social CRM is adding social channels to CRM) we are going to use to deliver the business functions we picked earlier, and to fulfill the rules we …
