CRM Service relates to all aspects of managing post-sales customer support issues including:
- Logging cases or tickets across multiple channels (including call centres)
- Managing service level agreements and escalations
- Field service management
- Social media management
A multitude of software solutions have been developed to manage customer relationships.
While there are differences between these applications there are a number of common features which provide functionality to manage key aspects of the customer lifecycle.
Social, mobile and analytics (including big data) are new generation features.
These solutions address the key customer management processes: targeting, acquisition, retention and collaboration. Underlying these pillars and core to the success of the organisation and the CRM application is understanding the customer and managing the experience.