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Customer Relationship Management software requires at least three integrated front-office application suites to be considered real "CRM" and act as the catalyst and tool to achieve a solid CRM business strategy. The three CRM pillars of Sales Force Automation, Marketing Automation and Customer Support, along with their primary business capabilities, are illustrated below.
Sales Force Automation (SFA)
- Company and Contact Management
- Activity Management
- Sale Opportunity Management
- Competitive Intelligence
- Quoting and Sales Order Processing
- Sales Methodology Support
- Sales Process Support
- Best Practices Facilitation
Marketing Automation
- Campaign Management
- Database Marketing
- Nurture Campaigns
- Email Blasts and Distributions
- Event Management
- Pay Per Click (PPC) Support
- Campaign Analysis
Customer Support
- Help Desk
- Call Center
- Ticket Management
- Incident Management
- Call Scripts
- Diagnosis Scripts and Patterns
- Escalation Management
- FAQ (Frequently Asked Questions)
- Keyword Search and Analysis
- Knowledge-base Retrieval
- Self Service Portals
- IVR Integration
- CTI (Computer Telephony Integration)
- Root Cause Analysis
- Incident Analytics
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