Explain the different modules of CRM software

Explain the different modules of CRM software

Answer:
CRM software consists of various modules that handle specific functions. Some CRM modules include:

Marketing module

It handles short term execution of marketing related activities and long term planning within a company. It also helps in activities like campaign management, lead management, and planning. Marketing module enables your company to

run marketing campaigns using different communication channels.

 

Service Module

The service module of CRM focuses on managing planned and unplanned customer service. This module helps in activities such as Service Order Management, Service Contract Management, Planned Services management, Warranty Management, Installed Base (Equipment) Management, Service-Level Agreement Management, Resource Planning and Scheduling and Knowledge Management.

Sales Module

The sales module of CRM focuses on managing and executing the pre-sales process of the company by making it more organised. The sales teams in most companies are responsible for capturing opportunities and customer interaction. Some of the captured data can include total spending, prospective customers, key players, products interested in, important dates and expected closing dates of a deal.

Helpdesk / Call centre applications module

Call Centre has become an important part of business function to handles queries and issues by customer. Call centre module handles communication from customer via phone, emails and other means. The communication from customers needs to be logged and tracked for resolution and SLA monitoring.

Knowledge Management Module

A knowledge management module handles the management of the corporate knowledge base. Knowledge bases stores issues and solution so that the information is readily available when needed and re-usable.

Quality management module

Quality Management module handles quality related activities such as monitoring SLAs, resolution time. This module can be integrated with Helpdesk module to track such parameters.