That's absolutely right Jörg.We are not going to replace CRM, but the
existing CRM will be residing as backend application, while a new
frontend ( in the current context AEM) will provide the UI capabilities
to customer care agents. And at the same time, the same AEM shall
provide omni-channel experience to our customer through our corporate
website as well as the mobile app.So here, can we think of AEM to build
all CRM functionalities (although actual processing shall happen in the
actual CRM) ...