Core CRM Activities:

Survey Management Software:

Survey software automates an enterprise’s electronic surveys, polls, questionnaires and enables to understand customer preference once the customer is categorized, the company can start promotions and pricing accordingly

Sales Force Automation (SFA):

Occurrences of customer contacts are logged in the database. SFA Software can automatically route customers who contact the sales representative. Companies can contact the sales representative forecast the customer’s need based on the customer history and transactions. This initial lead software is called “Lead Management Software”. This software enables to track the transaction from the initial lead to post sale follow up.

Sales Campaign Management:

This software lets a company organize a marketing campaign and compile its results automatically.

Marketing Encyclopedia:

This software serves as a database for promotion of the products. The material can be routed to sales representatives. This can also be shown to the customers on request.

Call Centre Automation:

When customers call a company to get assistance with the continued products, representatives can query a knowledge management database containing information about the product. Some knowledge management software accepts query natural language. If the company must develop a new solution in response to customer query, the information can be added to the knowledge base, which becomes “smarter”.

Business Relationships:

Interaction with other companies and partners such as suppliers/vendors, retail outlets/distributors and industry networks (lobbying groups, trade associations).This external network supports front and back office activities.

CRM is not just a technology but rather a comprehensive, customer centric approach to an organization’s philosophy of dealings with its customers.