1. Marketing Campaign management E-Marketing Partner relationship management (PRM) Sales Sales Force Automation Incentive compensation management (ICM) Partner relationship management (PRM) Customer Service Customer service and support (CSS) for the contact center E-service for example, e-service suites, Web self-service and e-mail response management system (ERMS) Partner relationship management (PRM) Marketing Resource Management (MRM) Sales configuration system (SCS) E-commerce Field service management Contact center workforce optimization CRM Functionality Segments Bron: Driving the Customer-Centric Enterprise, Gartner Sympsium ITExpo, 2006, 5-9 November Cannes, France