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Category Definitions
Analytics Analytics covers the process of extrapolating true business intelligence from disparate customer data sources in order to segment, analyze, and serve the consumer in the most efficient manner possible. Additionally, analytics is also getting predictive, empowering businesses to identify how a customer is likely to respond to different sales and marketing campaigns.
Big Data CRM Big Data CRM encompasses strategies and technologies that capture, track, and manage valuable data from multiple unstructured communication channels. Unlike structured data that resides in fixed fields within records or databases, big data (or unstructured data) is more difficult to find and manage, as it is often high in volume, velocity, and variety. Examples of where big data can be found include recorded phone conversations, email exchanges, Web chat sessions, SMS communications, and social media interactions.
Channel Management Channel Management is the process of extending an enterprise's internal knowledge resources and business processes to its suppliers and partners outside the company's intranet. Most typically channel management is used to describe the way a company interacts with its sales channel but its definition can also be extended to other partner relationships beyond the sales process. Applications and solutions are designed for streamlining and automating the back end/supply chain processes.
Cloud-based CRM CRM Cloud solutions include any CRM applications or services that are available on demand via the Internet from a cloud provider. Through the use of this delivery model, users gain access to CRM software on the cloud providers’ servers, eliminating the need for client companies to build and maintain a CRM system on premises. The benefits of CRM cloud solutions include low upfront costs, predictable ongoing expenses, no additional IT staff needed for maintenance, and instant access to upgrades.
Customer Service/Call Centers Customer Service/Call Centers: Call centers are the primary conduits between consumers and corporations. Customer Service is the primary business process for creating customer loyalty, promoting customer retention, and ultimately increasing customer value while reducing cost of sales.
Enterprise CRM Enterprise CRM covers strategies, products & services primarily targeted at global organizations with over $1 billion in revenue such as the Global 3,500.
Integration Integration involves tying together CRM applications with other IT systems inside either a mid-market company or an enterprise environment. This can include integrating with current ERP systems, databases, Internet and intranet applications, human resources and employee management software and partner and supply chain systems.
Marketing Automation Marketing Automation is a set of applications that help marketers manage and simplify the marketing process. Applications include campaign management; email marketing, database marketing and data marts, and marketing encyclopedias.
Mobile Mobile CRM covers strategies and technologies that enable remote CRM professionals to connect to and update customer records from their mobile devices (i.e., smartphones and tablets). These solutions can leverage the talk, touch, and type interfaces available on mobile devices to facilitate usage. Enabling professionals to easily view and update customer records remotely encourages more accurate and timely delivery of information to customers and the company.
Sales Automation Sales Automation streamlines the sales process and helps salespeople and their supervisors manage both customers and the sales cycle through such applications as contact managers, opportunity or pipeline managers, configurators, and order entry.
SMB/Mid-market CRM SMB/Mid-market CRM covers strategies, products & Services targeted at businesses or a division within a corporation with $1 billion in revenue or less.
Social CRM Social CRM is increasingly becoming part of organizations’ overall CRM initiatives. These solutions enable organizations to listen and respond to customers in public and private social media channels. Social CRM solutions can consist of social media community platforms, social media monitoring applications, or enterprise social collaboration tools. By leveraging social CRM solutions, organizations can combine attitudinal (sentiment) data with customer behavior to get a better understanding of their customers.
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