CRM Systems
CRM, or Customer Relationship Management, is an essential tool in any modern business no matter its size. The primary purpose of CRM software is to manage all aspects of the relationship with existing and prospective customers. Typical CRM solutions provide features in two distinct areas.
One is for the prospective customer and is also sometimes referred to as SFA or Sales Force Automation. This software manages the relationship with prospective customers and the relationship with the customer throughout the sales cycle.
The other part of the CRM equation is managing the relationship with customers post-sale. Everything from service and support to ongoing marketing. It can cover areas as diverse as self-service solutions to customer complaint and problems through to managing a product repair and escalating conflicts with customers to higher management levels.