CRM at Minitex

Figure 2

CRM Business Model[footnoteRef:1] [1: McKeen, J.D. and Smith, H.A., Making IT Happen, Wiley UK, Chichester, UK, 2003, p. 124) ]

Resource

Deployment

Relationship

Management

Opportunity

Management

Solution

Design

Solution

Delivery

Service &

Support

Customer Sat

Management

Opportunities

Selected

Opportunity

Signed Contract

Installed

Solution

Leads

Team

Team

Note: Activities in clear ovals

are ancillary operations