Value creation in the new economy powered by the Internet and globalization is characterized by relationship management, knowledge exchange and real-time connectivity. Enterprise relationship management is a business strategy that optimizes the relationships between a firm and its customers, channel partners, suppliers and other alliance partners, to maximize opportunities.
Chan, Joseph O.
"An Integrated Architecture for Enterprise Relationship Management,"
Communications of the IIMA: Vol. 8
, Article 6.
Available at: http://scholarworks.lib.csusb.edu/ciima/vol8/iss2/6