The integration of XML and CRM
DMREVIEW
December 2002
http://www.dmreview.com/master.cfm?NavID=55&EdID=4449

The extensible markup language is getting personal thanks to a new 
vocabulary specification that defines customer relationships. CRML, 
or customer relationship management language, combines the functionality 
of two existing XML specifications, namely customer interaction language, 
or xCIL, with xNAL, the XML-based name and address language. 

The resulting specification goes beyond simple name and address information 
and supports complex customer relationships including person-to-person, 
person- to-business and business-to-business. 

CRML has been formally accepted by the Customer Information Quality Technical 
Committee for the Organization for the Advancement of Structured Information 
Standards, Billerica, Mass. 

By capturing non-address customer data like individual e-mail addresses, types 
of communication devices and other personal details, CRML may give a boost to 
emerging business-to-business frameworks such as electronic business XML, 
commonly known as ebXML, and Universal, Description, Discovery and Integration, 
or UDDI.