How to Choose a CRM System (Part 3: Understanding the Core)

Components of CRM

CRM helps to increase productivity across your marketing, sales and support functions. By understanding the ways CRM can improve your company’s effectiveness, you can better communicate those benefits to key decision makers.

Marketing Automation

  • Develop, target and implement campaigns
  • Manage and analyse marketing budgets
  • Maintain lists and track responses
  • Analyse campaign results

Sales Force Automation (SFA)

  • Perform analysis to ensure time and energy are spent on the deals most likely to close
  • Improve lead distribution and tracking
  • Effectively process quotes and orders 
  • Provide remote sales staff with instant access to corporate information

Customer Service and Support

  • Capture and track every interaction with every customer regardless of touch-point 
  • View and measure call turn around time and understand what is taking longer to resolve and why
  • Maintain a complete case history with instant access to all previous issues and customer interactions
  • Automatically escalate

(Source : Sage CRM)