Question

Companies are turning to Customer Relationship Management (CRM) to improve their customer focus. List and explain two of the major application components of a CRM system.

Answer 1

Customer relationship management are applications that are meant to manage leads and convert them to potential customers or understand customers better to retain them.

The major components of a CRM are:

1. Marketing
2. Sales,
3. Customer Service

Example of a customer relationship management software includes Microsoft CRM Dynamics and it has major components like sales, Marketing and Customer

Explanation:

Customer relationship management are applications that are meant to manage leads and convert them to potential customers or understand customers better to retain them. The major components of a CRM are Marketing, Sales, Customer Service

Example of a customer relationship management software includes Microsoft CRM Dynamics and it has major components like sales, Marketing and Customer Care.

Customer Service

This is a key feature in CRM that focuses on collection of repeated cases and behavior patterns that can be used to give solutions or related information to help customers mostly with complaints.

Gaining knowledge of customers is vital to evaluate their complaints or purchase patterns to be able to serve them better thus retaining them.

Sales

The much focus is on lead management where it is directed to sales and marketing. Actions and activities taken to convert leads to potential customers may involve use of customized forms and mailing lists. Informed decisions can later be made based on purchase patterns of a customer.