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CRM Architecture

Sustainable CRM landscape with a concrete implementation roadmap.                                                                     

Operational Collaborative Analytical
  • Automation of certain business process.
  • Boost marketing activities and sales


1) Enterprise Marketing Automation.

Provides the management valuable company information about the business climate, competitors, and trends within the industry & other important variables.

Basically strengthens the entire enterprise level marketing operations.

Integration of various technologies used for on field and in-house processes can provide added advantage as data would be available for analysis.

2) Customer Service Automation.

Automation in customer service related processes, helps save time and resources, leads to better customer satisfaction.

Applications specially designed to help sales representatives gather maximum amount of data from the customer during a call.

3) Sales Force Automation.

it Involves automation in company’s sales processes helps make tasks easier and speeds up the sales process.

This is done by automating repetitive steps or special applications to help get work done at a faster pace and in minimum time,


Providing sales representatives added advantage to gather maximum information from the customer to help close the sale at record times.



Collaboration places emphasis on quick and efficient information exchange between different departments of the company to better the interactions it has with its customer.


  • This is done using a effective Business Intelligence Tool called CRM,


  • The main objective being to better understand its customers and their needs.


  • This is done collaborating different technologies used in an organization in one single platform,


  • This is Collaboration Platform consists of various applications help employees carry out day to day activities like – Task Management or handle multiple tasks using Project Management,



  • With a Desktop like User Interface it provides email application in the same window this saves time and effort as employees never have to leave the browser, giving sales representative extra time to focus on sales.


  • CRM Architecture is designed to be flexible enable ling businesses to Integrate new functions in the software to customize and automate according to requirements,


This helps a great deal as management can integrate different features specific to their business model and practices, sales can hence use relevant information panels in the same window to help completing tasks faster and more efficiently.

CRM analytics deals with analyzing data collected in CRM software, it is a continuous process which if conducted regularly  helps the management to

  • Enhance customer experience.
  • Develop new products/services.
  • Boost profitability.

Data affects profitability as it can be used to

  • Cross-sell products to their existing customers.
  • It also helps a great deal in retaining the existing client base which otherwise might stitch to other service providers.
  • Analytics help in keeping the customer more informed by providing them additional account related information if required and that too in the quick way and in real time.

Data can be used by the management for

  • Understanding the pattern of sales, inventory, and profits.
  • Better understanding of these elements would also aid in Fraud Detection, as any irregularities in such the pattern can quickly be detected using historical data.
  • It can also be used to develop new products and services, according to changing market needs and customer buying trends.
  • Management can use it for maintaining optimum levels of inventory; hence it also aids business risk management.

Companies can use this valuable resource to alter/tweak current business strategy, develop new more effective methods to work and plan for the future.


DISCLAIMER: – IDEAL CRM, blog post is a personal collection of  Research Oriented information, Focusing  on CRM and Customer-Centric Web strategies, comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent views of  coAction.com ,Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes. This Content may not be used for any other purposes, in any other formats or media. The content on blog is provided on “as-is” basis, coAction.com shall not be liable for any damages whatsoever arising out of the content or the use of this blog.

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  1. February 23, 2011 at 6:47 AM

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