Help desk software provides relevant service data & suggestions for resolving problems to customer service representatives (for eg. FAQ from customers, technical manuals) Some CRM functions: – Cases – Bug Tracker – Documents Operational CRM Operational CRM Sales Force Automation Sales Force Automation Marketing Automation Marketing Automation Customer Service and Support Collaboration Collaboration
Operational CRM- Collaboration • Activity management software streamlines the tasks necessary to get the job done (for eg. manage schedule, meetings and calendar within a central location) • Project Management software helps to manage projects across the various teams in the c ompany (for eg. monitor activity and dependencies with Gantt Charts) Some CRM functions: – Activities – Project Management Operational CRM Operational CRM Sales Force Automation Sales Force Automation Marketing Automation Marketing Automation Customer Service and Support Customer Service and Support Collaboration
Analytical CRM-Reporting • Customer segmentation – divide entire customer population into smaller groups (eg by value, products or services) in order to provide more focused services • Customer retention/loyalty – to ensure that customer do not switch over to competition’s products and services but develop loyalty for company’s products and services • Campaign effectiveness – from the initial offer to a closed sales opportunities Some CRM functions: – Sales Trends – Customer Profiles – Marketing Analytics Analytical CRM Analytical CRM Customer Segmentation Customer Retention/ Loyalty Campaign Effectiveness
SugarCRM Sugar Modules Key Data Accounts Account name, account number, billing address Contacts Qualified customer name, job title, email,
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- Fall '19
- Marketing, Customer relationship management