CRM Packages

CRM packages are the combination of different Customer Relationship Management tools in order to expand a company's ability to document and track customer interactions. CRM software is valuable for storing customer information, and tracking customer interactions.

Standard components to a CRM package include:

• customer data (name, address, phone)
• customer interactions (phone, live-chat, email)
• customer demographic information (income range, buying patterns, customer source code)
• communication interface (email protocol, live-chat protocol, helpdesk tool, knowledge base, frequently asked questions, customer forum)

Additional features of CRM software packages include:

• Integration with Email Systems (Microsoft Outlook/Exchange, IBM Lotus Notes, Novell GroupWise)
• Integration with Fax-On-Demand service (RightFax)
• Integration with financial accounting systems (QuickBooks, Peachtree, PeopleSoft)
• Integration with Telephony ACD Systems (Computer Telephony Interface)
• Integration with Enterprise Database System (Microsoft SQL Server, Oracle, Sybase, Informix)

CRM software packages are at the heart of many business software solutions. Accounting software utilizes CRM structure to track invoices, bills, and payments per company. Marketing software utilizes CRM structure to track media results of email, direct-mail, and other marketing campaigns. Helpdesk and support organizations utilize CRM structure to track customer support incidents and compile product knowledge base.

There are several CRM packaged applications that attempt to consolidate the multiple system requirements in business. These cross-platform CRM tools can help a company be more efficient and more productive, as customer data and all customer transactions are shared into a central location. Microsoft's new breed of ASP.net applications is bringing cross-platform data sharing to a new level. As more business applications are using a shared database back-end structure, the ability to create a shared CRM tracking system across an entire organization is being realized.

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