Strategy

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  • Commerce Capability Maturity Model^SM
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Strategic Concepts

• Commerce Capability Maturity Model^SM
• Adding Value to B2B Commerce
• Commerce Improvement Cycle^SM

What if we already have a CRM or SFA application?

That's okay. CRM and eCommerce systems tend to be complementary and focus on separate areas.

CRM systems generally address the process of generating and cultivating sales leads — getting and keeping customers. These solutions offer contact management, lead management, opportunity management, sales forecasting, sales funnel and pipeline management, and so on.

eCommerce systems generally address the needs of the customer and the offer made by sales. These applications provide functionality for finding products, pricing, quoting products, and the capture and fulfillment of sales orders.

There are overlaps or integration points between the two because lead information often includes customer need information, and because eCommerce systems often provide cross-sell, up-sell, and promotional sell features, which are sometimes considered to be CRM functions.