... Inc.www.ebstrategy.comwww.ebstrategy.comcontact@ebstrategy.comcontact@ebstrategy.com67 8-3 3 9- 123 6 x20167 8-3 3 9- 123 6 x201Fax - 67 8-3 3 9-9 793Fax - 67 8-3 3 9-9 793 Chapter Six Chapter Six Integrating Processes to Build Relationships: ... personalizationSource: Gartner Group, 20 01 www.ebstrategy.com 24 - © e-Business Strategies, Inc. Roadmap for Managers Roadmap for ManagersCRM Scorecard www.ebstrategy.com 12 - © e-Business Strategies, ... www.ebstrategy.com 15 - © e-Business Strategies, Inc.How it Fits TogetherHow it Fits TogetherSource: Microsoft Corporation, 20 00 www.ebstrategy.com 25 - © e-Business Strategies, Inc.Anticipate...