Chapter 1: Developing and managing customer-related databases
As noted in the text and as seen in your comparisons of SFA, MA and SA software comparisons, the most comprehensive CRM solutions offer functionality across sales, marketing and service. Identify the advantages and disadvantages of an integrated CRM solution vs. disparate systems as it may apply to your workplace/industry and that challenges brought by each.
Chapter 2: Using customer-related data
Salesforce Wave for Big Data, Oracle Marketing Cloud and Trillium Software for Microsoft Dynamics are in the recent news for their contributions for CRM Data Analysis. Take a look at their offerings and gauge the impact that each may play in CRM analytics in the near future.