Database Reference
In-Depth Information
4. Lead Management Function:
a. Internet Lead Generation
b. Lead Enhancement
c. Routing to Partners
5. Marketing Function:
a. Campaign Planning and Budgeting
b. Marketing Event Management
c. Marketing Encyclopedia
d. Content Management and Literature Material
e. Database Marketing
f. Campaign ROI Analysis
g. Customer Retention
h. Word Processor Integration
6. Service Function:
a. Service Call Management
b. Incident Analysis
c. Incident Assignment and Escalation
d. Incident Tracking
e. Multiple Issues per Incident
f. Self-Service
g. Warranty and Contract Management
h. Order Tracking
i. Solutions Repository
j. Service Calendar
k. Quality Management
l. Customer feedback system and satisfaction survey
m. Cross sell and Up-sell
7. E - C o m m e r c e :
a. Order Catalog
b. Interactive Advisor
c. Auction Management
d. Order Configurator
e. Shopping Cart
f. Online Ordering
g. E-mailed Order Confirmation
8. Business intelligence:
a. Reporting—Standard and Ad hoc
b. List Management
c. Dashboard
d. Alerts and Alarms Scheduling
e. Real-time Productivity Monitoring
3.4 Significant issues to Be Considered while evaluating CRM
In this section, we describe a set of issues that need to be considered while evaluating a CRM.
