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CRM
APPLICATIONS
The term CRM
(customer relationship management) spans a wide base of software applications.
Most frequently, these include: Sales
automation
streamlines the sales process and helps salespeople and their
supervisors manage both customers and the sales cycle through
such applications as contact managers, opportunity or pipeline
managers, configurators, and order entry. Marketing
automation
is a set of applications that help marketers manage and simplify
the marketing process. Applications include campaign management;
email marketing, database marketing and data marts, and
marketing encyclopedias. Customer
Service/Call Centers:
Call centers are the primary conduits between consumers and
corporations. Customer Service is the primary business process
for creating customer loyalty, promoting customer retention, and
ultimately increasing customer value while reducing cost of
sales. Analytics
covers the process of extrapolating true business intelligence
from disparate customer data sources in order to segment,
analyze, and serve the consumer in the most efficient manner
possible. Additionally, analytics is also getting predictive,
empowering businesses to identify how a customer is likely to
respond to different sales and marketing campaigns. Channel
Management
is the process of extending an enterprise's internal knowledge
resources and business processes to its suppliers and partners
outside the company's intranet. Most typically channel
management is used to describe the way a company interacts with
its sales channel but its definition can also be extended to
other partner relationships beyond the sales process.
Applications and solutions are designed for streamlining and
automating the back end/supply chain processes. Integration
involves tying together CRM applications with other IT systems
inside either a mid-market company or an enterprise environment.
This can include integrating with current ERP systems,
databases, Internet and intranet applications, human resources
and employee management software and partner and supply chain
systems. Above info from destinationcrm.com.
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