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Key functionalities
A typical CRM system is subdivided into three basic sub modules:
- Marketing
- Sales
- Service
Sales Force Automation
Sales Management Sales Forecasting Pipeline Management Mobile Sales Sales
Commissions Mgmt
Sales Order Processing
Order Lifecycle Management Quotation and Invoicing Inventory Management
Shipping & RMA
Marketing Automation
Marketing Management Email Campaigning Direct Mail Campaigning Tele-marketing
Marketing Analytics
Transpromotional documents (enriching transaction documents with marketing
content).
Issue/Project Management
Defect Management Test case Management Product Release Mgmt Time & Cost
tracking Project Management
Customer Help Desk
Customer Support Multi Channel Contact Center Mobile Support Customer Portal
Customer Self Service Customer Survey SLA Management
Partner Management
CRM Portal Partner Lead Distribution Partner Self-service Partner Order
processing
Helpdesk Software
Employee Help Desk Multi Channel Contact Center Mobile Support Asset
Management Employee Portal Employee Self Service Employee Survey
Integration
Object API Web Services Back office integration
Several functionalities are:
- Service Order Management
- Service Contract Management
- Planned Services management
- Warranty Management
- Installed Base (Equipment) Management
- SLA Management
- Resource Planning and Scheduling
- Knowledge Management (FAQs, How to guides)
- Call Center Support
- Resource Planning and Workforce Management
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