What is CRM?

CRM (customer relationship management) is a type of ERP application, which are used to facilitate sales, marketing, and business development interactions throughout the customer life cycle.

What does a CRM Application do?

A CRM application capabilities, broadly, encompass:

Marketing Integration

• Lead management, email marketing, and campaign management

Sales Force Automation

• Contact management, pipeline analysis, sales forecasting, and more

Customer Service & Support

• Ticketing, knowledge management systems, self-service, and live chat

Field Service Management

• Scheduling, dispatching, invoicing, and more

Call Center Automation

• Call routing, monitoring, CTI, and IVR

Help Desk Automation

• Ticketing, IT asset management, self-service and more

Channel Management

• Contact and lead management, partner relationship management, and market development funds management

Business analytics integration

• Analytics application and Business intelligence and reporting integration, which may include internal reporting capabilities.

Related References

• SFDC – Using a date literal in a where clause