Customer Relationship Management (CRM)

  1. CRM Technology Architecture and Infrastructure
    1. Deployment Models
      1. On-Premise CRM
        1. Infrastructure Requirements
          1. Hardware Specifications
            1. Software Installation
              1. Maintenance Responsibilities
                1. Customization Capabilities
                  1. Security Control
                    1. Upgrade Management
                      1. Total Cost of Ownership
                      2. Cloud-Based CRM (Software as a Service)
                        1. Subscription Models
                          1. Multi-Tenancy Architecture
                            1. Scalability Benefits
                              1. Accessibility Features
                                1. Automatic Updates
                                  1. Reduced IT Overhead
                                    1. Data Security Considerations
                                      1. Vendor Dependency
                                      2. Hybrid CRM Solutions
                                        1. On-Premise and Cloud Integration
                                          1. Data Synchronization
                                            1. Security Considerations
                                              1. Complexity Management
                                                1. Cost-Benefit Analysis
                                                  1. Migration Strategies
                                                2. Core System Architecture
                                                  1. Database Layer
                                                    1. Relational Database Management
                                                      1. Data Schema Design
                                                        1. Data Integrity Constraints
                                                          1. Performance Optimization
                                                            1. Backup and Recovery
                                                              1. Scalability Considerations
                                                              2. Application Layer
                                                                1. Business Logic Implementation
                                                                  1. Workflow Engine
                                                                    1. Rule Engine
                                                                      1. Process Automation
                                                                        1. Integration Services
                                                                          1. Security Framework
                                                                          2. Presentation Layer
                                                                            1. User Interface Design
                                                                              1. Web-Based Interfaces
                                                                                1. Mobile Applications
                                                                                  1. Responsive Design
                                                                                    1. Accessibility Features
                                                                                      1. Customization Options
                                                                                      2. Integration Layer
                                                                                        1. Application Programming Interfaces (APIs)
                                                                                          1. Web Services
                                                                                            1. Data Synchronization
                                                                                              1. Third-Party Integrations
                                                                                                1. Enterprise Service Bus (ESB)
                                                                                                  1. Middleware Solutions
                                                                                                2. Core CRM Modules and Functionality
                                                                                                  1. Contact and Account Management
                                                                                                    1. Customer Profile Management
                                                                                                      1. Contact Information Storage
                                                                                                        1. Account Hierarchy Management
                                                                                                          1. Relationship Mapping
                                                                                                            1. Communication Preferences
                                                                                                              1. Data Enrichment
                                                                                                              2. Lead Management
                                                                                                                1. Lead Capture Mechanisms
                                                                                                                  1. Lead Qualification Processes
                                                                                                                    1. Lead Scoring Systems
                                                                                                                      1. Lead Assignment Rules
                                                                                                                        1. Lead Nurturing Workflows
                                                                                                                          1. Conversion Tracking
                                                                                                                          2. Opportunity Management
                                                                                                                            1. Sales Pipeline Visualization
                                                                                                                              1. Stage Management
                                                                                                                                1. Probability Assessment
                                                                                                                                  1. Forecasting Capabilities
                                                                                                                                    1. Competitive Analysis
                                                                                                                                      1. Win/Loss Analysis
                                                                                                                                      2. Activity Management
                                                                                                                                        1. Task Management
                                                                                                                                          1. Calendar Integration
                                                                                                                                            1. Meeting Scheduling
                                                                                                                                              1. Activity Tracking
                                                                                                                                                1. Reminder Systems
                                                                                                                                                  1. Performance Metrics
                                                                                                                                                  2. Communication Management
                                                                                                                                                    1. Email Integration
                                                                                                                                                      1. Phone System Integration
                                                                                                                                                        1. Social Media Integration
                                                                                                                                                          1. Document Management
                                                                                                                                                            1. Communication History
                                                                                                                                                              1. Template Management
                                                                                                                                                              2. Reporting and Analytics
                                                                                                                                                                1. Standard Report Library
                                                                                                                                                                  1. Custom Report Builder
                                                                                                                                                                    1. Dashboard Creation
                                                                                                                                                                      1. Data Visualization
                                                                                                                                                                        1. Export Capabilities
                                                                                                                                                                          1. Scheduled Reporting

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                                                                                                                                                                      3. CRM System Types and Categories

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                                                                                                                                                                      5. CRM Functional Areas and Applications