Role of CRM in Business Process

CRM appears in of the following to tasks

1.Customer information Collection
2.Using the customer information to improve the performance of the campaigns.



MS CRM actively participates in the following activities

1. Marketing
2.Sales Management
3.Customer Services Management
4.Customer service scheduling

SAP CRM actively participates in the following activities

1.Marketing
2.Sales
3.Service
4.Partner Channel Management
5.Customer Interaction
6.Business Communication Management
7.Real time offer management.

Salesforce:

1.Sales
2.Marketing
3.Callcenter
4.Google Adwords
5.Ideas
6.Appexchange: On demand Business Application



we can see from data that who ever be the vendor there are some common functionalites like sales force management, marketing management.

Vendors are trying to reduce the burden on executives by providing excellent user interfaces to do the
activities stated above. Vendors who are covering all the aspects in the process are winning the game in current trends especially salesforce is doing extremely well by integrating the google adwords feature into their crm packge.

Will continue my next post explaining each and every module individually.