AFAAQ / Work / 06
CRM Platform
A customer record at the point where every channel converges.
Identity
- Industry
- Customer Experience
- Capabilities
- Web / SaaS / Enterprise systems
- Disciplines involved
- Marketing & growth
- Depth
- System profile
Derived from the disciplines associated with this system.
What it is
Many channels, one record.
The customer experience context has a specific shape: customers arrive through several channels at once, and the system's job is to converge them onto one conversation and one operational record rather than several parallel histories.
The structure below is that convergence — channels in, a conversation layer, and the record and automation that hang off it.
System model
AFAAQ / CRM PlatformCustomer Experience system model
- Customer
- Social
- Voice
- Web
- Conversation layer
- CRM
- Automation
- Analytics
- AI assist
- ▭Domain
- ┊Flow