Customer Relationship Management or CRM software supports a broad set of activities for acquiring, enhancing or retaining
customers. The functionality of CRM software varies from vendor to vendor. There're a few modules common to most of packaged
Direct Marketing Module
Direct marketing is a set of promotional activities in which direct contact is made with the target customer. Direct marketing software
allows companies to identify target customers for particular promotional criteria, generate direct mails, analyze response from
target customers. Common techniques include direct mail, telemarketing, and etc. Direct marketing module can automate and streamline
many of those marketing efforts.
CRM Sales Module
Revenues from sales are live blood for commercial organizations. Sales module implements functions of pre-sales support, order placement,
order scheduling, shipping and invoicing. Sales module is closely integrated with organizations' ecommerce websites. Many sales modules
from CRM vendors offer online storefront as part of CRM system.
Call Center Module
A call center is a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services,
typically including customer support, operator services and directory assistance. It generally refers to reservations centers, help desks, information
lines or customer service centers. A call center consists of a complex telecommunication infrastructures, sophisticated computer systems and
skilled service representatives organized to effectively manage the incoming and outgoing telephone calls. CRM call center module captures
the vast amount of data in call center operation, prioritize call center service, and direct incoming calls to the appropriate service
Help desk Module
Help desk software can improve customer satisfaction and productivity by automating customer support processes.
Basic features of help desk software includes requests submission, email notification, searching Knowledge Base and administration interfaces.
Web-based helpdesk software allows users to search support knowledge base so that users can either find the answer online without calling a
support representative or ask more specific questions when they do need to talk to a live person for support.
CRM Definition - What is CRM?
CRM Systems - Software, Business Processes, Users and Technical Architecture
CRM News Portal
CRM Technology Overview and Comparison - Online CRM, Hosted CRM and Wireless CRM
Web Based CRM, Online CRM - Benefits and Vendors
Hosted CRM and CRM ASP - Benefits and Vendors