Customer Relationship Management
Implementing CRM
Architecture Of CRM
Purposes Of Customer Relationship Management
Improving Customer Relationships
Technical Functionality
Privacy And Ethical Concerns
CRM In Business
See Also
External Links
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Technical Functionality
A CRM solution is characterised by the following functionality:
- scalability - the ability to be used on a large scale, and to be reliably expanded to whatever scale is necessary.
- multiple communication channels - the ability to interface with users via many different devices (phone, WAP, internet, etc)
- workflow - the ability to trigger a process in the backoffice system, e. g. Email Response, etc.
- assignment - the ability to assign requests (Service Requests, Sales Opportunities) to a person or group.
- database - the centralised storage (in a data warehouse) of all information relevant to customer interaction
- customer privacy considerations, e.g. data encryption and the destruction of records to ensure that they are not stolen or abused.
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