In thinking about a generic CRM technology product, I was recently asked what the common components are. Having recently been involved in a high profile government RFP and Vendor Evaluation, I have come up with the following list of common components. I believe these components represent the DNA of a CRM Technology solution.
CRM Function (Sales)
Order Management
Customer and Contact Management
Opportunity and Pipeline Management
Forecasting
Lead Management
Quotation Management
Activity Management
Partner Management
CRM Function: Marketing
Event Management
Campaign Management
List Management
Pricing
Collateral and Product Management
Profiling and Segmentation
CRM Function: Customer Service
Case Management
Service Request/Application Management
Task Management
Knowledge Management
Customer Support
Maintain, Repair, Overhaul
Contract Management
Content Management
CRM Function: Multichannel Mgmt
Agent Management
Call Management
Email Management
Roster Management
Customer Self service portal
Social Media Integration
Misc
Document Management
Payment Gateway
Customer Data Hub (MDM)
G.I.S Integration
I would be interested to hear whether I have missed anything.
These represent the high level capabilities and it is possible to move some of the subsections into other categories. It is also possible that certain aspects are contained below the subsections e.g Catalogue Management could be under Pricing or Collateral.
Any thoughts?
