McKnight would like to thank Dan Stanford of Stanford Consulting Works, Inc. for his assistance in writing this month's column. Next month, McKnight will resume looking at the value proposition for the CRM-ready data warehouse in support of the major customer interaction systems.

Vendors of e- CRM (electronic customer relationship management) solutions have muddied the true definition of e-CRM. They all say, "We do e-CRM," but typically their solutions only addresses a specific subset of e-CRM functionality. This column defines the component pieces that together form a comprehensive e-CRM solution.

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