Editing Customer relationship management (section)

=== Operational ===
The primary goal of CRM systems is integration and [[Business process automation|automation]] of sales, marketing, and customer support. Therefore, these systems typically have a dashboard that gives an overall view of the three functions on a [[single customer view]], a single page for each customer that a company may have. The dashboard may provide client information, past sales, previous marketing efforts, and more, summarizing all of the relationships between the customer and the firm. Operational CRM is made up of three main components: sales force automation, marketing automation, and service automation.<ref name="crmsoftware-2015">{{Cite web |title=Types of CRM and Examples |url=http://www.crmsoftware.com/types-of-crm-and-examples/ |access-date=22 November 2015 |website=CRM Software}}</ref>
* [[Sales force management system|Sales force automation]] works with all stages in the sales cycle, from initially entering contact information to converting a prospective client into an actual client.<ref name="WhatIs-2015">{{Cite web |title=What is sales force automation (SFA)? - Definition from WhatIs.com |url=http://whatis.techtarget.com/definition/sales-force-automation-SFA |access-date=26 November 2015 |website=WhatIs.com |language=en-US}}</ref> It implements [[sales promotion]] analysis, automates the tracking of a client's account history for repeated sales or future sales and coordinates sales, marketing, call centers, and retail outlets. It prevents duplicate efforts between a salesperson and a customer and also automatically tracks all contacts and follow-ups between both parties.<ref name="WhatIs-2015" /><ref>{{Cite book |last=Buttle |first=Francis |title=Customer relationship management |publisher=Routledge |year=2003 |isbn=9781136412578 |location=London}}{{page needed|date=July 2024}}</ref>
* [[Marketing automation]] focuses on easing the overall marketing process to make it more effective and efficient. CRM tools with marketing automation capabilities can automate repeated tasks, for example, sending out automated marketing emails at certain times to customers or posting marketing information on social media. The goal with marketing automation is to turn a sales lead into a full customer. CRM systems today also work on [[customer engagement]] through social media.<ref name="SearchCRM-2015">{{Cite web |title=What is customer relationship management (CRM) ? - Definition from WhatIs.com |url=http://searchcrm.techtarget.com/definition/CRM |access-date=22 November 2015 |website=SearchCRM |language=en-US}}</ref>
* Service automation is the part of the CRM system that focuses on direct customer service technology. Through service automation, customers are supported through multiple channels such as phone, email, [[knowledge base]]s, ticketing portals, FAQs, and more.<ref name="crmsoftware-2015" />