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What CRM Really Means
posted by John Spacey, December 06, 2012
Customer relationship management (CRM) is a category of enterprise software that's focused on managing interactions with customers and prospective customers.
CRM is used to organize, automate and support decision making for critical sales processes such as quote-to-cash.
The 48 Features of CRMThe common features of Customer Relationship Management (CRM) software include:
Scope of CRM ProcessesCRM software often supports all critical customer-focused processes including marketing, sales, delivery and support.
Sales PipelineOne critical process that's commonly managed with CRM software is the sales pipeline.
The sales pipeline encompasses the core sales process from lead-to-order.
Sales force automation (SFA)Sales force automation (SFA) is a set of tools for managing sales productivity.
SFA processes include managing sales people, implementing product catalogs, planning sales, forecasting sales and managing interactions with customers.
PartnersCRMs typically have tools for managing resellers and other sales partners.
Industry SolutionsSales, marketing and support processes are very different from one industry to the next. Large CRM packages usually support dozens of industry verticals.
PlatformSaaS CRM providers typically open their platform to third party applications that can be purchased via an app marketplace.
CRM
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