Customer Relationship Management (CRM) is the process of managing interactions with existing as well as past and potential customers. It is one of the many different approaches that allow a company to manage and analyze its own interactions with its past, current and potential customers. It uses data about customers’ history with a company to facilitate and enhance business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

  Lead-to-opportunity

The process begins with sales planning and ends with generation of leads. Important functions include

• Planning & Targets
• Personal Information Manager
• Document Management
• Appointment & Tasks
• Target Group Management
• Campaign Management

  Prospect-to-customer

The process begins with prospect planning & ends at customer acquisition. Important functions include

• Lead Tracking
• Quote & order capture
• Dynamic Pricing
• Product Catalogue
• Alerts Manager
• Complaint Management

  Order-to-cash

The process begins with order management and ends with continuous support. Important functions include

• Order Management
• Collaboration
• Delivery Fulfillment
• Billing & Collections
• Complete Hand Holding
• Customer Help Desk