Customer relationship management (CRM) issues can often be traced to ineffective business processes that involve human communication. Companies can overcome the limitations inherent in those marketing, sales, and service processes by pursuing communication-enabled business processes (CEBPs)- processes enabled by communication systems that are tightly integrated with business applications. With CEBP, firms can reduce latency, enhance the ability to locate people with the right skills, provide recording of and visibility into interactions, and better enable end-to-end processes involving employees, customers, suppliers, and partners.