CRM – Customer Relationship Management  Components

Getting to know your customers

The basis for every solution is a comprehensive customer database. This means that all customer information is gathered in one place and upgraded in an organised, unified manner.

A basic function of any operative CRM is contact management. It makes possible the recording of all interactions with customers, which increases the efficiency of communication and cooperation, and enables tracking of particular customer-related events within the company. Tracking of general and customer-specific information such as company, address, telephone, contact, position in the company, favoured communication channel and customer’s favourite hobby is part of the fundamental functionality of the CRM solution. The system can be introduced in parts.

SFA – Sales Force Automation

Sales activities can be supported so that every user has easy access to information and is consequently more efficient in performing his or her tasks. This segment includes the following functions:

• Sales Management: lead management, opportunity management, account management, contact management
• Analysis and Forecasting: sales analysis, sales forecasts and planning, cross sales and uo sales planning
• Product and Service Information: product and service catalogue, product description, customer’s product management, offer and order management, basic functions of a document system.

MEA – Marketing Automation

Marketing dynamics demand fast response and effective management of a large quantity of data. Sound information support can facilitate work and increase efficiency.

• Campaign Management: multi-channel and multi-steps campaing, auto response email, event managment, marketing schedule, review of activities…
• Analytical Support: easy target-group setting, reports and analyses, link to Analytical CRM for segmentation, trend forecasting, profit analysis…
• Product Management: product life-cycle management, product description, new product planning...

CSA – Customer Services Automation

Daily communication with customers can be automated and improved through a personalised approach by enabling the users' easy and rapid access to information with pre-defined customer service procedures. CRM solutions can be used to support customer consulting and support processes, products and telemarketing campaigns, complaints handling, order taking, establishment of a call centre…