Top Business Trends in CRM

CRM related decision makers don‘t look for functionality, but for bite size solutions addressing their specific needs.

Top Management Requirements

• Increase Market Share
• Improve Profitability
• Increase Customer Satisfaction

Line of Business Owners Requirements

• Assure Short Term Business Impact
• Enable Continuous Business Innovation

Employees Requirements

• Improve Personal Effectiveness and Productivity

IT Requirements

• Reduce Total Cost of Ownership
• Leverage existing Investments
• Increase Implementation Speed
• Reduce Project Risks

Top Business Trends in CRM

How CRM for Marketing – Supports the Needs of a Marketing Department?

To help the Marketing Department to increase the Market Share through:

• Campaign Management
• Lead Management
• Trade Promotion Management
• Field Trade Promotion Management
• External List Management

To help the Marketing Department to increase the Profitability through:

• Marketing Planning
• Marketing Analytics
• Customer Analytics
• Product Analytics
• Knowledge Management

To help the Marketing Department to increase the Customer Satisfaction through:

• Customer Segmentation
• Product Proposal

How CRM for Sales – Supports the Needs of a Sales Department?

To help the Sales Department to increase the Market Share through:

• Opportunity Management
• Quotation and Order Management
• Extended Order Management
• Contract Management
• Leasing
• Sales against Contracts
• Contracts & Charge Back for Pharmaceuticals
• Field Quotation and Order Management for Handheld

To help the Sales Department to increase the Profitability through:

• Sales Planning and Forecasting
• Sales Analytics
• Activity Management
• Incentive & Commission Management
• Intellectual Property Management for Media
• Value Based Detailing for Pharmaceuticals

To help the Sales Department to increase the Customer Satisfaction through:

• Account & Contact Management
• Product Proposal
• Extended Order Management

How CRM for Service – Supports the Needs of a Service Department?

To help the Service Department to increase the Market Share through:

• Planned Services
• Service Contract and Entitlement Management
• Service Order Management
• Professional Services
• Field Service Order Management
• Service Analytics

To help the Service Department to increase the Profitability through:

• Case Management
• Complaints and Returns Management
• Convergent Invoicing for Telecommunications
• In-House Repair
• Product Service Letter Management
• Service Parts Order Fulfillment

To help the Service Department to increase the Customer Satisfaction through:

• Constituent Services for Public Sector
• Dispute Management for Telecommunications
• Support Desk

How CRM for E-Commerce – Supports the Needs of the Enterprise?

To help the Enterprise to increase the Market Share through:

• Catalog and Order Management
• Catalog and Order Management Internet Sales
• Contract Management in E-Commerce
• Shop Management
• E-Analytics

To help the Enterprise to increase the Profitability through:

• Complaints and Returns Management in E-Commerce
• Product Registration
• Service Request Management

To help the Enterprise to increase the Customer Satisfaction through:

• Interactive Selling & Configuration
• Live Web Collaboration
• Knowledge Administration
• Solution Search

How CRM for Call Center – Supports the Needs of the Enterprise?

To help the Enterprise to increase the Market Share through:

• Inbound Telesales
• Lead Qualification with Call Center
• Outbound Telesales

To help the Enterprise to increase the Profitability through:

• Information Help Desk
• Call Center for Automotive
• Call Center Workforce Management
• Call Center Analytics

To help the Enterprise to increase the Customer Satisfaction through:

• Complaint Management with Call Center
• Customer Service and Support with Call Center
• Call Center for Automotive

How CRM for Channel Management – Supports the Needs of the Enterprise?

To help the Enterprise to increase the Market Share through:

• Collaborative Selling
• Contract Sales in Dealer Portal for Telecommunications
• Partner Management
• Channel Sales Management for High Tech

To help the Enterprise to increase the Profitability through:

• Content Management
• Partner Management

To help the Enterprise to increase the Customer Satisfaction through:

• Content Management
• Partner Management