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Name 3 examples of applications in a CRM System
Examples of applications for a CRM System
• Sales force automation (SFA)
Sales representatives are supported in their account management through tools to arrange and record customer visits.
• Customer service management
Representatives In contact centres respond to customer requests for information by using an intranet to access databases containing information on the customer, products and previous queries.
• Managing the sale process
This can be achieved through e-commerce sites, or in a B2B context by supporting sales representatives by recoding the sales process (SFA)
• Campaign management
Managing ad, direct mail, e-mail and other campaigns
• Analysis
Through technologies such as data warehouses and approaches such as data mining, which are explained further later in the chapter, customers characteristics, their purchase behaviour and campaigns can be analysed in order to optimize the marketing mix.