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email management
Email management is a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, email management is an essential component of customer service management. Customer service call centers currently employ email response management agents along with telephone support agents, and typically use software solutions to manage emails.〔"Communications Management." Media and Organizational Biomimetics Initiative. mdg.mit.edu, 25 Oct 2011. Retrieved from web ( ) on 15 Nov 2011〕〔How to use e-mail to improve customer service. Inc.com, Guide E-mail Customer Service, Retrieved from web ( ) on 20 January 2012〕
==Background==
Email management evolved from database management and customer relationship management (CRM). Database management began in the 1960s. IBM provided one of the earliest solutions and established standards for database management. Prominent database management platforms include Oracle, SQL Server etc.〔"Database Management - History Of Database Management." Free Encyclopedia of Ecommerce. Net Industries, n.d. Retrieved from Web. ( ). on 19 Dec 2011.〕 Vern Watts, inventor of IBM's Information Management System (IMS), and Larry Ellison, founder of Oracle Corporation, are pioneers in database management systems.〔Luongo, C. et al. (2008). The tale of Vern Watts. (Video ). Retrieved from ( ). on 19 December 2011〕〔"Larry Ellison Biography." Academy of Achievement. American Academy of Achievement, 16 Feb 2010. Web. 19 Dec 2011. .〕
As database management solutions became more sophisticated in functionality, marketing and customer service departments of large organizations started using information about customers for database marketing. Customer service managers soon realized that they could extend database marketing to store and retrieve all customer communications to improve visibility with key clients. This led to the development of CRM systems which managed communication with customers and prospective customers using various media, including phone, direct mail, web site, and email.〔"The history of CRM -- evolving beyond the customer database." CRM Software Guide. crm-software-guide.com, n.d. Retrieved from Web. ( ). on 19 Dec 2011.〕 Pioneers in CRM include David Duffield, creator of PeopleSoft, and Tom Siebel, founder of Siebel Systems.〔"PeopleSoft Inc." International Directory of Company Histories. 2000. In Retrieved Encyclopedia.com Retrieved from web ( ) on 19 December 2011〕〔Thomas Siebel 1952- Biography - Early life and education, Oracle, Siebel systems. ND. Reference for Business Encyclopedia of Business, 2nd ed. Retrieved from web (< http://www.referenceforbusiness.com/biography/S-Z/Siebel-Thomas-1952.html#b > ) on 20 January 2012〕
As email became one of the most prevalent business-to-customer communication media in the 1990s, customer service departments needed specialized systems of tools and trained staff to manage email communication with their customers and prospective customers.
抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』
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