Definition
Programs that help nonprofit organizations, small businesses and other groups plan for, select, install and develop procedures for maintaining and effectively use software that helps them provide enhanced customer service. Features may include a data centralization capability that allows users to retrieve all customer invoice histories, payment histories, quotes, sales orders, sales volume activity, inquiries, services, e-mails, and conversations that have taken place over the course of time; interactive control of all customer information; visual maps of customer locations; auto alert messages; predictive dialing/auto dialing; remote agent support; multiple blended campaigns; help desk applications; online surveys; appointment scheduling; follow-up date call backs; call histories; literature fulfillment; mass mailings; e-mail and fax delivery modes; system and agent monitoring; data import and export capabilities; customization and integration capabilities; and an order entry and tracking system.
URL Name
TP-3350-8000-100
Third Level Code
TP-3350
Taxonomy Code
TP-3350.8000-100
Parent Code
TP-3350.8000
Family Code
T
Second Level Code
TP
Fifth Level Code
TP-3350-8000-100
Fourth Level Code
TP-3350-8000
Use References
CRM Software Selection Assistance, Customer Relations Management Software Selection
Publication Status
Draft