The figure below shows how CRM functionality can be divided to correspond to different business processes. The implication of this is that you can implement a business software solution gradually and according to your needs :
1. Contact Management
Get to know your customers - build customer profiles, identify decision makers and contact points.
2. Interaction Management
Streamline your customer contact - track and share customer correspondence and interactions.
3. Marketing and Sales Automation
Focus your sales and marketing actiities - make the right move, at the right time to the right customers.
4. Pipeline Management
Track and evaluate potential sales - know when to ramp up your marketing and sales activities.
5. Analysis and Loyalty Management
Focus on profitable customers - analyze buying habits and address nonloyal behavior.
6. Service Management
Keep existing customers coming back for more - make customer service a profitable way of retaining
customer loyalty and identifying new opportunities.