Customer Relationship Management (CRM) System Instance
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A Customer Relationship Management (CRM) System Instance is a organizational information process system that can support CRM tasks.
- Context:
- It can (often) support Sales Processes and offer functionalities such as contact management, sales management, productivity tools, and customer service features.
- It can (often) support the organization's customer engagement strategies.
- It can (often) integrate with other [[Organizational Systems such as ERP Systems, Marketing Automation Tools, and Data Analytics Platforms.
- It can (often) be designed to support customer data collection, storage, and analysis, including contact information, purchase history, service requests, and communication logs.
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- It can range from being a Custom CRM System to being a CRM Platform-based System (CRM platform).
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- Example(s):
- an American Airlines CRM System, which integrates flight booking, customer service, and marketing campaigns.
- a Zara CRM System, used for tracking customer purchases, preferences, and engagement with fashion collections.
- a Toyota CRM System, focusing on customer relationship management in the automotive sales and service sector.
- a Bank of America CRM System, tailored for financial services, customer banking relationships, and investment tracking.
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- Counter-Example(s):
- an ERC System (possibly based on an ERP platform).
- A Customer System Management System.
- See: Sales Force Automation, Customer Service Management, Marketing Automation, Analytics Reporting, Data Security, Data Privacy.