Opportunity, Contact, and Contract Management Features and Functions
Opportunity management systems (OMS) store sales opportunities and related information. Each sales lead can be tracked with information such as source, type, worth, status, likelihood of closure, etc. An OMS can also perform other related tasks, such as prioritizing sales calls and generating analyses that assist the fine-tuning of marketing strategies. Contract management systems provides tools to create and edit contracts, as well as to monitor and mange the provision of service in line with the agreed-upon terms and conditions. Contact management systems enable organizations to easily store and find contact information, such as names, addresses, and telephone numbers. Sophisticated contact managers provide reporting functions and allow several people in a workgroup to access the same database of contacts. Some also provide calendar functions, which blurs the line between contact managers and personal information managers (PIM).
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Customer Service and Support
Customer service and support (CSS) automates some service requests, complaints, product returns, and information requests. Traditional internal help desk and traditional inbound call-center support for customer inquiries are now evolved into the "customer interaction center" (CIC), using multiple channels (Web, phone/fax, face-to-face, kiosk, etc). Key infrastructure requirements of CSS include computer telephony integration (CTI) which provides high volume processing capability, and reliability.
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Marketing Automation
Enterprise marketing automation (EMA) provides information about the business environment, including competitors, industry trends, and macroenviromental variables. It is the execution side of campaign and lead management. The intent of EMA applications is to improve marketing campaign efficiencies. Functions, which include demographic analysis, variable segmentation, and predictive modeling, occur on the analytical (business intelligence [BI]) side.
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Sales Management
Sales management automates some of the company''s critical sales management functions, such as, for example, lead or account management, opportunity management, proposal management, and activity management.
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Contract Management and Creation
Contract management systems provides tools to create and edit contracts, as well as to monitor and manage the provision of services in line with the agreed-upon terms and conditions.
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Partner Management
Partner relationship management systems provide tools to automate a business strategy between vendors and their partners in order to improve communication and collaboration by developing, launching, tracking, and refining partner programs and operations in the areas of sales, marketing, customer service, and other enterprise business functions.
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Account and Contact Management
Contact management systems enable organizations to easily store and find contact information, such as names, addresses, and telephone numbers. Sophisticated contact managers provide reporting functions and allow several people in a workgroup to access the same database of contacts. Some also provide calendar functions, which blurs the line between contact managers and personal information managers (PIM).
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ERP for Services (Non-manufacturing) Features and Functions
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