Sunday, October 13, 2013

Technology Elements in CRM 2.0



Customer Support

Self Support

Provide a unique customer experience by providing exceptional customer support

Sales Force Automation

Sales Intelligence

Empower the sales force with the tools and data they need to work efficiently

Enterprise 2.0
Collaboration tools

Allow employees to collaborate internally and externally with the applications they know and love


Collect and share knowledge in order to leverage what has already be done

Enterprise Search Engines

Find information quickly – independent of the place

Idea Banks

Self expression and information sharing with colleagues and customers

Social Bookmarking

Leverage the “wisdom of the crowds”


Reassemble existing pieces of information and functionality and build a new service

Really Simple Syndication (RSS)

Subscribe to streams of data on the WWW
(e.g. blogs, changes in a wiki, etc.)

Search Engine Optimization (SEO)

Optimize the internet presence of the corporation for search engines, so that customers an easily find them

Campaign Management and Marketing Tools

Toolkit to find the right customers of a campaign and execute the campaign effectively

Analytical CRM
Business Intelligence (BI)

Analyze customer behavior and draw conclusions;
calculate lifetime value, up-sell and cross-sell opportunities, etc.

Real-time Events

Empower employees and management with real-time information; Automate actions based on real-time information and events