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August 7, 2009

CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers’ needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.

CRM Software

Sales Force Automation

  1. Contact management
    Contact management software stores, tracks and manages contacts, leads of
    an enterprise.
  2. Lead management
    Enterprise Lead management software enables an organization to manage,
    track and forecast sales leads. Also helps understand and improve
    conversion rates.

eCRM or Web based CRM

  1. Self Service CRM
    Self service CRM (eCRM) software Enables web based customer interaction,
    automation of email, call logs, web site analytics and campaign management.
  2. Survey Management Software
    Survey Software automates an enterprise¬タルs Electronic Surveys, Polls,
    Questionnaires and enables understand customer preferences.

Customer Service

  1. Call Center Software
  2. Help Desk Software

Partner Relationship Management

  1. Contract Management Software
    Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.
    Example: Upside Software, Accruent Software, diCarta, I-Many.
  2. Distribution management  Software

Advantages of CRM

  1. Provide better customer service
  2. Increase customer revenues
  3. Discover new customers
  4. Cross sell/Up Sell products more effectively
  5. Help sales staff close deals faster
  6. Make call centers more efficient
  7. Simplify marketing and sales processes
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