CRM Automation

VI. Appendices

For each CRM business functional area (e.g., time management, sales, sales management, telemarketing/telesales, customer contact center, marketing, business intelligence, e-business, and so on), there is a high-level description of potential areas of improvement. This includes, for example, key current activities, the current state of these activities including time spent per activity, and the likely benefits and results of the CRM system quantified in terms of time saved, monetary gain, and/or cost savings achieved.

The appendices point out common CRM business functionality such as a common customer profile or a limited number of common management reports that are needed across all customer-facing functional areas. Identifying ...