Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
Enterprise resource planning (ERP) is the integrated management of main business processes, often in real-time and mediated by software and technology. ERP is usually referred to as a category of business management software—typically a suite of integrated applications—that an organization can use to collect, store, manage and interpret data from many business activities. ERP systems can be local-based or cloud-based. Cloud-based applications have grown in recent years due to the increased efficiencies arising from information being readily available from any location with Internet access.
Sales are activities related to selling or the number of goods sold in a given targeted time period. The delivery of a service for a cost is also considered a sale. A period during which goods are sold for a reduced price may also be referred to as a "sale".
A management information system (MIS) is an information system used for decision-making, and for the coordination, control, analysis, and visualization of information in an organization. The study of the management information systems involves people, processes and technology in an organizational context.
Salesforce management systems are information systems used in customer relationship management (CRM) marketing and management that help automate some sales and sales force management functions. They are often combined with a marketing information system, in which case they are often called CRM systems.
Enterprise application integration (EAI) is the use of software and computer systems' architectural principles to integrate a set of enterprise computer applications.
Complex sales, also known as Enterprise sales, can refer to a method of trading sometimes used by organizations when procuring large contracts for goods and/or services where the customer takes control of the selling process by issuing a Request for Proposal (RFP) and requiring a proposal response from previously identified or interested suppliers. Complex sales involve long sales cycles with multiple decision makers. Multiple stakeholders and stakeholder groups contribute to every complex sale. These types of sales can take up to 8 to 18 months as multiple people from higher management are involved.
The eCRM or electronic customer relationship management coined by Oscar Gomes encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers through the use of information technology (IT).
Appointment scheduling software or meeting scheduling tools allows businesses and professionals to manage appointments and bookings. This type of software is also known as appointment booking software and online booking software.
Enterprise feedback management (EFM) is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization. EFM systems typically provide different roles and permission levels for different types of users, such as novice survey authors, professional survey authors, survey reporters and translators. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns and potentially make customer-specific real time interventions. EFM consists of data collection, analysis and reporting.
A service delivery platform (SDP) is a set of components that provides a service(s) delivery architecture for a type of service delivered to consumer, whether it be a customer or other system. Although it is commonly used in the context of telecommunications, it can apply to any system that provides a service. Although the TM Forum (TMF) is working on defining specifications in this area, there is no standard definition of SDP in industry and different players define its components, breadth, and depth in slightly different ways.
Core banking is a banking service provided by a group of networked bank branches where customers may access their bank account and perform basic transactions from any of the member branch offices.
Next-best-action marketing, as a special case of next-best-action decision-making, is a customer-centric marketing paradigm that considers the different actions that can be taken for a specific customer and decides on the ‘best’ one. The Next Best Action is determined by the customer's interests and needs on one hand, and the marketing organization's business objectives and policies on the other. This is in sharp contrast to traditional marketing approaches that first create a proposition for a product or service and then attempt to find interested and eligible prospects for that proposition. The practice, direct marketing, is typically automated in the form of a campaign management tool, is often product-centric, and usually always marketing-centric.
Social CRM is the use of social media services, techniques and technology to enable organizations to engage with their customers.
There are, in essence, three kinds of Cloud printing.
A software-defined perimeter (SDP), also called a "black cloud", is an approach to computer security which evolved from the work done at the Defense Information Systems Agency (DISA) under the Global Information Grid (GIG) Black Core Network initiative around 2007. Software-defined perimeter (SDP) framework was developed by the Cloud Security Alliance (CSA) to control access to resources based on identity. Connectivity in a Software Defined Perimeter is based on a need-to-know model, in which device posture and identity are verified before access to application infrastructure is granted. Application infrastructure is effectively “black”, without visible DNS information or IP addresses. The inventors of these systems claim that a Software Defined Perimeter mitigates the most common network-based attacks, including: server scanning, denial of service, SQL injection, operating system and application vulnerability exploits, man-in-the-middle, pass-the-hash, pass-the-ticket, and other attacks by unauthorized users.
Marketing automation refers to software platforms and technologies designed for marketing departments and organizations to more effectively market on multiple channels online and automate repetitive tasks.
Microsoft Dynamics 365 is a set of enterprise accounting and sales software products offered by Microsoft. Its flagship product, Dynamics GP, was founded in 1981.
Creatio is a global vendor of software to automate workflows and a CRM with no-code development.
