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Home  Services  Web Development  CRM Systems  CRM Solutions  CRM Systems Functionalities
CRM Systems Functionalities

In spite of the fact that the CRM-systems exist for a long time, a question about the functional constituents of these systems still remains opened. Moreover, determination of CRM evolves and changes in time. But many specialists meet in opinion, that during next two years CRM will consist of 11 components, described below. It means that on the primary stage the CRM-system usually consists of one or more components, and components from this list or again appearing components will be added to it in time. This classification of CRM system functionalities is offered by Barton Goldenberg, the president of company ISM Inc.

  • Sales Functionality

Includes contact management (there are all types of contacts and history of contacts), account management (work with clients), inputting of customer's orders; creation of commercial orders etc.

  • Sales Management Functionality   

Includes pipeline analysis (prognostication, analysis of sales cycle, regional analysis, planned and arbitrary accounting). Successive processes management through all the channels of work with clients etc.

  • Sales By Phone Functionality (telemarketing/ telesales)

Includes creation and distributing of potential customers list, automatic set of number, registration of bells, booking etc.

  • Time management

Includes individual and group calendar/planning (Microsoft Outlook in most cases), e-mail etc.

  • Customer's Support And Service Functionality

Includes appeals registration and readdressing, accounting, problem solution management, warranty service management etc.

  • Marketing Functionality

Includes marketing campaigns, opportunity management (potential transactions management ), marketing encyclopedia (complete information about company's products and services), products configurator, client base segmentation, potential customers list creation.

  • Top-Management Functionality

Includes extended and simple accounting.

  • Integration With ERP Functionality

Includes integration with a back-office, Internet, external information.

  • Information Synchronization Functionality

Includes synchronization with mobile users and numerous portable devices, synchronization into a company with other databases and servers.

  • Electronic Commerce Functionality

Transactions management through the Internet, including the B2B and B2C appendixes.

  • Mobile Sales Functionality  

Includes generation and work with orders, information passing to the commercial representatives out of office in real-time operation mode through mobile devices.