5. CRM Components

It structures

5.1 Analytic CRM

- Tool for the exploitation and analysis of the information on the client.

- Business Intelligence:

1. DataWarehouse (central warehouse of the data of the company) and

2. DataMining (it analyzes information to discover tendencies, scenarios, etc.)

- Detection of behavior patterns

- It allows to design differentiated commercial actions

5.2 Operational CRM

- Responsible for the administration of the different functions of sales, marketing and service to the client and of their integration with existent systems.

5.3 Collaborative CRM

The different Channels of relationship is negotiated with the clients:

• FRONT OFFICE

• Web

• E-mail

• Fax

• Telephone

• Direct interaction

Next they are described the 15 components shortly that theoretically should provide a solution complete CRM:

1) administration of opportunities: OMS (Opportunity Management Service).

2) system of configuration of sales: It allows the configuration of materials, prices, promotions, services, financing options and marketing.

3) Partner Relationship Management.

4) system of Interactive Sale: Capacity to establish commercial relationships without necessity of an operator. It includes technical (to) face-to-face, (b) collaborative Web and (c) client self-service.

5) compensation and Incentives: It corresponds to the capacity to negotiate the incentives, compensation plans and quotas for susceptible transactions of generating sale commissions. It implies the existence of reporting tools and of utilities of simulation of sales.

6) administration of contents: This tool allows the access to the contents of any nature (texts, graphics, animations, videotapes,...).

7) and-service: It corresponds to tools that allow to clients, partners and potential clients to carry out consultations self-service and interactions with the company via Internet, intranet or extranets.

8) administration of calls: Central functionality of the applications of CSS (Customer Service Support). it is used for calls and incoming transactions, and for the administration of the transactions of the beginning finally of the interaction.

9) Field Service: It includes tools of forecasts of sales, administration of contracts, guarantees, service of components, infrastructure administration, inventory, pursuit of defects (administration of quality) and reporting.

10) personalization: Capacity to personalize the environment of the client's contact in function of multiple parameters (preferences, client's outstanding data, behaviors, etc).

11) analytic software: Capacity to elaborate statistical and reports.

12) administration of Marketing: Administration of campaigns, generation of profiles, target groups and segmentation capacities.

13) Escalabilidad

14) Parametrización

15) installation speed

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