Aspect of CRM Functions -1

CRM Functions we are talking here. We talked about few Aspect of CRM Functions in our last talked. Today we continue our talk on following three aspect of crm functions.
1) Internal Collaborative Functional Operations
2) External Collaboration functions
3) Customer Advocates and Experience Designers

1)Internal Collaborative Functional Operations -
The people and technology support of processes at the policy and back office which ultimately affect the activities of the Customer Facing Operations concerning the building and maintaining of customer relationships. This can include IT, billing, invoicing, maintenance, planning, marketing, advertising, finance, services planning and manufacturing.

2)External Collaboration functions -
The people and technology support of processes supporting an organization and its cultivation of customer relationships that are affected by the organization's own relationship with suppliers/vendors and retail outlets/distributors. Some would also include industry cooperative networks, e.g. lobbying groups, trade associations. This is the external network foundation which supports the internal Operations and Customer facing Operations.

3)Customer Advocates and Experience Designers -
Creative designers of customer experience that meet customer relationship goals of delivering value to the customer and profit to the organization (or desired outcomes and achievement of goals for non-profit and government organizations)
We continue our talk in next post.

ref: wikipedia, Insurance CRM Software, Insurance Software

CRM Functions

Last time we talked about 3 different modules in CRM Software.
1. Marketing
2. Sales
3. Service

We talked about Marketing as one of the major module and it's functions in CRM Software Functions which is part of agency management system. Today we will continue our talk about remaing two functions of these modules.

2) Sales:-

Power your sales team with CRM that have functionalities of Sales Module. The sales team can manage leads and keep track of the communication with prospects, referrals and customers. For a big sales team or a call center the CRM must have fast and automated system to pull up customer data. Sales Automation Module features:

· Appointment Management

· Time Management

· Calender Management

· Reporting

CRM gives sales team the power to close the sale quickly.

3) Services:-

After marketing and selling the product your company must have a very good customer services team. CRM should have a good services module which can help the customer services department. They should be able to manage service contracts, tracking individual cases and recording information in a search able knowledge base.Services Automation Module features:

· Product Database

· Knowledge base search

· Customer tracking

· Contract Tracking

· Customer History

CRM gives customer service team a quick way to help the customers. This is very important so that the customer get satisfy by not just product but also with the service. These CRM functionalities help make any CRM strong. All of these modules must be integrated to make the system strong. Next time we will talk about Enterprise Resource Planning (ERP) and Sales Force Automation (SFA). What is the difference between ERP system and CRM system?

ref: agency management system