Page 187 - DMGT505_MANAGEMENT_INFORMATION_SYSTEM

Management Information Systems

Notes Sales Force Automation
 Contact Management: Contact management software stores, tracks and manages contacts,
leads of an enterprise.

 Lead Management: Enterprise Lead management software enables an organization to
manage, track and forecast sales leads. Also helps understand and improve conversion
rates.
eCRM or Web based CRM
 Self Service CRM: Self service CRM (eCRM) software enables web based customer
interaction, automation of email, call logs, web site analytics, campaign management.
 Survey Management Software: Survey Management Software automates an enterprise’s
Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.

Customer Service
 Call Center Software
 Help Desk Software
Partner Relationship Management

 Contract Management Software-Contract Management Software enables an enterprise to
create, track and manage partnerships, contracts, agreements.

Example: Upside Software, Accruent Software, diCarta, I-Many.
 Distribution Management Software
Using CRM, a business can

 Provide better customer service
 Increase customer revenues
 Discover new customers

 Cross sell/Up Sell products more effectively
 Help sales staff close deals faster
 Make call centers more efficient
 Simplify marketing and sales processes

The types of data CRM projects collect
 Responses to campaigns
 Shipping and fulfillment dates
 Sales and purchase data

 Account information
 Web registration data
 Service and support records
 Demographic data

 Web sales data.

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