We Help Plan Your Customer Relationship Management (CRM)

Your complete guide to your Customer Relationship Management (CRM) programs and projects

What is CRM?

CRM stands for Customer relationship management. Customer Relationship Management is a business strategy that optimises revenue and profitability while promoting customer satisfaction and loyalty. CRM software provides business functionalities in three main areas: sales, marketing, customer service.

CRM Capability

CRM Capabilities are an encapsulation of “What” CRM does. CRM capabilities are a foundational building block of CRM architecture and help provide a set of stable entities to model an enterprise.

CRM Capability Map Model>

CRM Glossary

A full list of all CRM related terms and terminology. Your reference guide to define CRM terms, capabilities, and concepts.

Marketing

Marketing automation refers to software platforms and technologies designed for marketing functions and organisations to more effectively market on multiple channels online and automate repetitive tasks

Sales

Salesforce management systems are information systems used in customer relationship management marketing and management that help automate some sales and sales force management functions.

Customer Service

A capability of consumer support that is provided by an automated system such as a help centre, chatbot or other artificial intelligence. Automated customer support can be provided 24/7 and is used to both assist and reduce the cost of human support representatives.