Answers:
: The CRM system provides information related to customers to an organisation in order to make various business decisions. To do so, the CRM system works in association with its different sub-modules. These sub-modules are shown in Figure.
Marketing module
The marketing module of a CRM system helps an organisation in: Executing marketing-related activities
- Making long-term marketing plans
- Conducting marketing campaigns through different communication Modes
- Targeting potential customers and retaining the existing ones
- Identifying sales-related opportunities
Service module
The service module of a CRM system helps an organisation in:
- Improving customer service
- Processing service orders
- Managing service contracts
- Complying with service-level agreements
Sales module
The sales module of a CRM system enables an organisation to:
- Manage and execute the pre-sales activities
- Capture sales opportunities
- Enhance customer interaction
- Support data processing
- Centralise the relevant sales data at a single location