Customer Relationship Management (CRM)

  1. CRM Functional Areas and Applications
    1. Sales Management
      1. Account Planning and Management
        1. Strategic Account Planning
          1. Account Segmentation
            1. Territory Management
              1. Account Team Coordination
                1. Relationship Mapping
                  1. Growth Opportunity Identification
                  2. Lead Generation and Qualification
                    1. Lead Source Tracking
                      1. Lead Scoring Models
                        1. Qualification Criteria
                          1. Lead Distribution
                            1. Follow-Up Processes
                              1. Conversion Optimization
                              2. Opportunity and Pipeline Management
                                1. Sales Stage Definition
                                  1. Probability Weighting
                                    1. Pipeline Analysis
                                      1. Bottleneck Identification
                                        1. Velocity Tracking
                                          1. Deal Progression Monitoring
                                          2. Sales Forecasting
                                            1. Forecasting Methodologies
                                              1. Historical Data Analysis
                                                1. Predictive Modeling
                                                  1. Accuracy Measurement
                                                    1. Scenario Planning
                                                      1. Forecast Reporting
                                                      2. Quote and Proposal Management
                                                        1. Quote Generation
                                                          1. Pricing Management
                                                            1. Approval Workflows
                                                              1. Version Control
                                                                1. Proposal Tracking
                                                                  1. Contract Management
                                                                  2. Sales Performance Management
                                                                    1. Goal Setting and Tracking
                                                                      1. Performance Metrics
                                                                        1. Commission Calculation
                                                                          1. Incentive Management
                                                                            1. Coaching and Development
                                                                              1. Performance Reviews
                                                                            2. Marketing Management
                                                                              1. Campaign Planning and Execution
                                                                                1. Campaign Strategy Development
                                                                                  1. Target Audience Definition
                                                                                    1. Message Development
                                                                                      1. Channel Selection
                                                                                        1. Budget Allocation
                                                                                          1. Timeline Management
                                                                                          2. Lead Generation and Nurturing
                                                                                            1. Content Marketing
                                                                                              1. Landing Page Optimization
                                                                                                1. Form Management
                                                                                                  1. Drip Campaigns
                                                                                                    1. Lead Scoring
                                                                                                      1. Nurturing Workflows
                                                                                                      2. Email Marketing
                                                                                                        1. List Management
                                                                                                          1. Template Design
                                                                                                            1. Personalization
                                                                                                              1. A/B Testing
                                                                                                                1. Deliverability Management
                                                                                                                  1. Performance Tracking
                                                                                                                  2. Digital Marketing Integration
                                                                                                                    1. Website Integration
                                                                                                                      1. Search Engine Optimization (SEO)
                                                                                                                        1. Pay-Per-Click (PPC) Management
                                                                                                                          1. Social Media Marketing
                                                                                                                            1. Content Management
                                                                                                                              1. Marketing Automation
                                                                                                                              2. Event Management
                                                                                                                                1. Event Planning
                                                                                                                                  1. Registration Management
                                                                                                                                    1. Attendee Tracking
                                                                                                                                      1. Follow-Up Processes
                                                                                                                                        1. ROI Measurement
                                                                                                                                          1. Virtual Event Support
                                                                                                                                          2. Marketing Analytics and ROI
                                                                                                                                            1. Campaign Performance Measurement
                                                                                                                                              1. Attribution Modeling
                                                                                                                                                1. Customer Acquisition Cost
                                                                                                                                                  1. Marketing Qualified Leads (MQLs)
                                                                                                                                                    1. Return on Marketing Investment
                                                                                                                                                      1. Marketing Mix Optimization
                                                                                                                                                    2. Customer Service and Support
                                                                                                                                                      1. Case and Incident Management
                                                                                                                                                        1. Case Creation and Routing
                                                                                                                                                          1. Priority Assignment
                                                                                                                                                            1. Escalation Procedures
                                                                                                                                                              1. Resolution Tracking
                                                                                                                                                                1. Case Closure Processes
                                                                                                                                                                  1. Performance Metrics
                                                                                                                                                                  2. Multi-Channel Support
                                                                                                                                                                    1. Phone Support Integration
                                                                                                                                                                      1. Email Support Management
                                                                                                                                                                        1. Live Chat Systems
                                                                                                                                                                          1. Social Media Support
                                                                                                                                                                            1. Self-Service Portals
                                                                                                                                                                              1. Mobile Support
                                                                                                                                                                              2. Knowledge Management
                                                                                                                                                                                1. Knowledge Base Creation
                                                                                                                                                                                  1. Article Management
                                                                                                                                                                                    1. Search Optimization
                                                                                                                                                                                      1. Content Approval Workflows
                                                                                                                                                                                        1. Usage Analytics
                                                                                                                                                                                          1. Continuous Improvement
                                                                                                                                                                                          2. Service Level Management
                                                                                                                                                                                            1. SLA Definition and Management
                                                                                                                                                                                              1. Performance Monitoring
                                                                                                                                                                                                1. Compliance Tracking
                                                                                                                                                                                                  1. Breach Notifications
                                                                                                                                                                                                    1. Reporting and Analytics
                                                                                                                                                                                                      1. Continuous Improvement
                                                                                                                                                                                                      2. Field Service Management
                                                                                                                                                                                                        1. Work Order Management
                                                                                                                                                                                                          1. Scheduling and Dispatch
                                                                                                                                                                                                            1. Mobile Workforce Management
                                                                                                                                                                                                              1. Inventory Management
                                                                                                                                                                                                                1. Service History Tracking
                                                                                                                                                                                                                  1. Customer Communication
                                                                                                                                                                                                                  2. Customer Feedback Management
                                                                                                                                                                                                                    1. Feedback Collection Methods
                                                                                                                                                                                                                      1. Survey Management
                                                                                                                                                                                                                        1. Sentiment Analysis
                                                                                                                                                                                                                          1. Feedback Routing
                                                                                                                                                                                                                            1. Action Planning
                                                                                                                                                                                                                              1. Closed-Loop Processes

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                                                                                                                                                                                                                          4. CRM Technology Architecture and Infrastructure

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                                                                                                                                                                                                                          6. CRM Data Management and Governance