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Industry Research : Understanding The Core Componenets Of CRM

CRM helps to increase productivity across your marketing, sales and support functions. By understanding the many ways CRM can improve your company's effectiveness, you can better communicate those benefits to key decision makers.

Marketing Automation
In order to build lasting – and more profitable – customer relationships, you need to identify, execute and replicate effective marketing initiatives across all your sales channels. An automated CRM system provides the tools for marketing teams to:

  • Develop, target and implement campaigns.

  • Manage and analyze marketing budgets.

  • Maintain lists and track responses.

  • Track collateral distribution.

  • Analyze campaign results.

Sales Force Automation (SFA)
SFA enables you to analyze the entire sales cycle and successfully manage your sales pipeline - from first contact to final sale. SFA systems provide the tools for sales teams to:

  • Perform analysis to ensure time and energy are spent on the deals most likely to close.

  • Improve lead distribution and tracking.

  • Analyze training and performance.

  • Centralize contact and interaction management.

  • Effectively process quotes and orders.

  • Provide remote sales staff with instant access to corporate information.

Customer Support Automation
Your customer support department must develop the relationships that create customer loyalty and generate repeat sales. Automated CRM provides customer support teams with the tools they need to:

  • Increase call center efficiency.

  • Create cross-sell and up-sell opportunities.

  • Better manage interactions and call escalation.

  • Deliver higher levels of customer service.

About the Company
ACCPAC is a provider of mission-critical business computing, providing software, support and integration services in more than 100 countries around the world. ACCPAC has more than 500 dedicated professionals located in offices around the world. ACCPAC is a subsidiary of Computer Associates International, Inc., one of the biggest and most respected technology companies in the world.

Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Monday, June 2, 2003

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