Get ready for some acronyms....
Sales force automation (SFA) and customer relationship management (CRM) systems provide shared contact logging and lead tracking for sales and customer contact staff. They provide the functionality behind a call center knowing you called 24
hours previously and can provide status on your request even if you are talking to a
different agent.
CRM systems are used for
• Communication: In all directions and across different disciplines. They
allow tech support people insight into the history of an account, and
give the sales team insight into the activities or issues that have come
up. When used well, they can reduce phone/email clutter for individual
team members and make information easier to locate for all.
• Reporting: Data can be analyzed to review individual leads in detail and
to show pipeline health and leading indicators for revenue forecasts.
• Common format: CRM systems provide common format across all global
regions and sales managers, crucial for international organizations.
• Accountability: CRM systems share status on opportunities and spotlight any information gaps.