CRM software solutions are often also known as [front office]? solutions. Many call centers use CRM software to store all of their customer's details on. When a customer calls, the system can be used to retrieve and store information relevant to the customer. By serving the customer quickly and efficiently, and also keeping all information on a customer in one place, a company aims to make cost savings, and also encourage new customers.
CRM solutions can also be used to allow customers to perform their own service via a variety of communication channels. For example, you might be able to check your bank balance via your WAP phone without ever having to talk to a person, saving money for the company, and saving you time.
A CRM solution is characterised by the following functionality:
Many companies supply CRM solutions, including Oracle, Siebel?, IBM, BroadVision?, and Vignette?