CRM Being Built Into E-Biz Back-Office Apps -- To avoid synchronization problems, Systems Depot wanted CRM functionality built into its accounting system.

As back-office applications become components in Web-based supply- chain networks, a growing number of small and midsize e-businesses are looking to integrate customer-relationship management functions into their front ends.

Rather than integrating separate CRM apps with ERP, accounting, manufacturing and other back-end systems, some companies would like to see those systems come with integrated sales and customer management functions.

Take Systems Depot, a distributor of low-voltage wiring and security products. The company uses an accounting and payroll system called MAS90 from Sage Software. Systems Depot, which relies on MAS90 to run its accounting and payroll systems, tried unsuccessfully to integrate Goldmine Software Corp.'s CRM software with the system.

"We were unable to keep those two sets of data synchronized,'' said Systems Depot CIO Rick Martin. For example, he was unable to link back-end accounting...