Business Domain - Customer Relationship Management (CRM)

Based on Cruz A. and Vasconcelos A. (2015). Towards a Reference Enterprise Application Architecture for the Customer Relationship Management Domain.In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 978-989-758-098-7, pages 185-195. DOI: 10.5220/0005332401850195.

Customer relationship management (CRM) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. One important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs. (Wikipedia)

Major Areas:

  • Sales Force Automation. Support salespeople and sales management in the achievement of their work-related objectives.
  • Marketing Automation. Support marketers and marketing management in the achievement of their work-related objectives.
  • Customer Service. Provide information and tools to increase the efficiency of call centers, help desks, and customer support staff. Assigning and managing customer service requests.

= 66 items (filtered by ) /
  • Sales
    • Account Management
      A complete view of the customer relationship (contacts, contact history, transactions, orders, shipments, enquiries, service history, opportunities, quotations.)
      • Approvals
        Deal discounts, expenses, and more.
        • Contacts Management
          Contact lists, appointments, time setting, and task, event and contact tracking.
          • Contract Management
            Create, track, progress, accelerate, monitor and control contracts with customers.
            • Sales Forecasting
              Qualitative and quantitative processes to help forecast sales revenues and close rates.
              • Sales Pipeline
                Managing the entire sales cycle (identifying prospects -> estimating sales potential -> managing leads -> forecasting sales -> initiating and maintaining customer relationships -> closure.)
                Calendar ManagementData DeduplicationOffline AccessMobile AccessDocument ManagementWorkflow Processes AutomationOther FeaturesTeam-Based SecurityUser-Based SecurityField-Level SecurityAudit TrailAdvanced Password ManagementRole-Based SecuritySecurityCloud ConnectorsMicrosoft Office IntegrationAutomatic Call DistributorComputer Telephone IntegrationWeb Service API - RESTWeb Service API - SOAPIntegrated Third-Party AppsSocial NetworksEmail IntegrationIntegration FeaturesService AnalyticsMarketing AnalyticsSales AnalyticsDashboardsCustom ReportsReporting and AnalyticsService ContractsCustomer InformationKnowledge BaseEmail ManagementCustomer Self Service PortalCase ManagementContact CenterCase Routing and QueuingCase Escalation and NotificationServiceWeb to Lead CaptureLead ManagementList ManagementMarketing CampaignsNewsletter ManagementEmail MarketingCampaign ExecutionCampaign ManagementMarketingSales PipelineQuota ManagementOrder ManagementTerritory ManagementSales ForecastingQuote ManagementProduct Catalog and ManagementOpportunity ManagementLead ManagementSales LiteratureContract ManagementContacts ManagementCompetitor TrackingApprovalsActivity ManagementAccount ManagementSalesBusiness Domain - Customer Relationship Management (CRM)