Customer Relationship Management (CRM) and E-Commerce Requirements Features and Functions
Customer relationship management (CRM) covers a wide range of functionality, including campaign and leads management, sales force automation, customer service, etc. Most enterprise resource planning (ERP) solutions cover basic CRM functionality, including functionality for electronic commerce (online catalogs, Web-based interfaces for orders) and CRM (interfacing with phone systems, personal digital assistants [PDAs], e-mail tools, etc.).
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- Provide a period by period trend report of historical sales and salesperson activity based on past performance
- Automatically generate a call or mail list based on a selection of any combination of database elements in the list database
- Provide call history for the customer
- Provide hot key access to customer account information
- Maintain a base of product information about company products and services by hierarchically arranging this information under specific headings
- Maintain a base of product information about company products and services that records product-to-product relationships or product-to-customer relationships for cross-selling
- Provide the ability to e-mail any product information upon request
- Support the extract and load of contact and call information into a mobile device
- Receive updates from the mobile device and synchronize those updates with the main database
- Identification of a customer's end markets, end products, and end customers
- Associate expense reports to customer profile accounts
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Sales Management Features and Functions
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