If I were writing this book in 2008—oh, wait, I was—I would pretty much have left the architecture to only SOAs. Why? Because I saw RESTful architecture as something that was peripheral to the growth of CRM-related technologies. But the more I investigated and tracked it, the more REST—which stands for representational state transfer, BTW (which stands for by the way)—began making sense as an option. It also began to gain a lot of ground with me because of its adoption as a core technology by companies like Sage. Then I began seeing a series of RESTful application programming interfaces (APIs) showing up on the scene. Notably, Twitter was using them; Neighborhood America was using them to integrate social features into Microsoft Dynamics CRM;and SAP acquired the assets of Coghead, a “platform as a service” (PaaS) provider based on RESTful architecture and APIs. My thinking went from “hmm” to “whoa!”
So we’ll look at both service-oriented and RESTful architectures, because both are important to the architectures that optimize CRM systems. First, let’s glance at the current standard: service-oriented architecture.
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Customer Relationship Management Tutorial
Omg! Your Customer Really Is Your Bff!
Crm,cmr,vrm Or . . . Who Cares?
The Customer Owns The Experience
Enterprise 2.0:not Exactly What You Think
A Company Like Me:new Business
Do You Have The Ring? Tools For Customer Engagement
Love Your Customers Publicly: Blogs And Podcasts
Wikis Are A Weird Name For Collaboration, N’est Çe Pas?
Social Networks, User Communities: Who Loves Ya, Baby?
Movin’ And Groovin’: The Use Of Mobile Devices
The Collaborative Value Chain
Sales And Marketing: The Customer Is The Right Subject
Customer Service Is Our Name—and Our Game
The Difference:crm,the Public Sector,and Politics
Soa For Poets
At Home Or In The Clouds-and In Open Spaces Between
Big Picture,big Strategies
Mapping The Customer Experience
Process And Data Go Together Like…crm Operations
Value Given,value Received
When You Buy The Application,you Buy The Vendor,though You Don't Implement Him
Waving To The Future
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