Customer Relationship Management (CRM)

  1. CRM System Types and Categories
    1. Operational CRM
      1. Purpose and Scope
        1. Customer-Facing Process Automation
          1. Operational Efficiency Enhancement
            1. Day-to-Day Activity Management
              1. Transaction Processing
              2. Sales Force Automation (SFA)
                1. Contact and Account Management
                  1. Lead Management Systems
                    1. Opportunity Tracking
                      1. Pipeline Management
                        1. Sales Activity Monitoring
                          1. Quote and Proposal Management
                            1. Order Processing
                              1. Commission Management
                              2. Marketing Automation
                                1. Campaign Management
                                  1. Email Marketing Automation
                                    1. Lead Nurturing Workflows
                                      1. Landing Page Management
                                        1. Social Media Integration
                                          1. Event Management
                                            1. Marketing Resource Management
                                              1. Budget Tracking
                                              2. Service Automation
                                                1. Case Management Systems
                                                  1. Ticket Tracking
                                                    1. Knowledge Base Management
                                                      1. Service Level Agreement (SLA) Management
                                                        1. Field Service Management
                                                          1. Self-Service Portals
                                                            1. Escalation Management
                                                              1. Resolution Tracking
                                                            2. Analytical CRM
                                                              1. Purpose and Scope
                                                                1. Data Analysis and Insights
                                                                  1. Decision Support Systems
                                                                    1. Performance Measurement
                                                                      1. Predictive Analytics
                                                                      2. Data Warehousing
                                                                        1. Data Collection and Storage
                                                                          1. Data Integration Processes
                                                                            1. Historical Data Management
                                                                              1. Data Architecture Design
                                                                              2. Data Mining and Analytics
                                                                                1. Pattern Recognition
                                                                                  1. Trend Analysis
                                                                                    1. Statistical Modeling
                                                                                      1. Machine Learning Applications
                                                                                      2. Online Analytical Processing (OLAP)
                                                                                        1. Multidimensional Data Analysis
                                                                                          1. Drill-Down Capabilities
                                                                                            1. Slice and Dice Operations
                                                                                              1. Pivot Table Analysis
                                                                                              2. Business Intelligence Integration
                                                                                                1. Dashboard Development
                                                                                                  1. Report Generation
                                                                                                    1. Key Performance Indicators (KPIs)
                                                                                                      1. Scorecard Management
                                                                                                    2. Collaborative CRM
                                                                                                      1. Purpose and Scope
                                                                                                        1. Multi-Channel Communication
                                                                                                          1. Stakeholder Collaboration
                                                                                                            1. Information Sharing
                                                                                                              1. Coordinated Customer Interactions
                                                                                                              2. Interaction Management
                                                                                                                1. Communication History Tracking
                                                                                                                  1. Multi-Channel Integration
                                                                                                                    1. Conversation Management
                                                                                                                      1. Response Coordination
                                                                                                                      2. Channel Management
                                                                                                                        1. Channel Strategy Development
                                                                                                                          1. Channel Performance Monitoring
                                                                                                                            1. Consistent Messaging
                                                                                                                              1. Channel Conflict Resolution
                                                                                                                              2. Partner Relationship Management (PRM)
                                                                                                                                1. Partner Portal Management
                                                                                                                                  1. Joint Marketing Programs
                                                                                                                                    1. Channel Partner Support
                                                                                                                                      1. Performance Tracking
                                                                                                                                      2. Internal Collaboration Tools
                                                                                                                                        1. Team Communication
                                                                                                                                          1. Document Sharing
                                                                                                                                            1. Project Management
                                                                                                                                              1. Knowledge Sharing

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                                                                                                                                          2. Strategic CRM Planning

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                                                                                                                                          4. CRM Technology Architecture and Infrastructure